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Operations Manager

2 months ago

Harrisburg, United States Residence Inn by Marriott Full time

Operations Manager (Hospitality)

Manage Front Desk operations according to brand/hotel standards, ensuring a guest friendly atmosphere and effective supervision of associates. In addition, assist General Manager with the day-to-day operations of other departments and administrative functions.

Duties and Responsibilities:

- Interview, select, train, schedule, coach, and support associates. Ensure they perform in accordance with established brand and hotel standards consistent with Titan core values.
- Review, monitor and analyze reports (daily reports, P & L, STAR, etc.) pertaining to occupancy, ADR, RevPAR, total revenue, GOP and NOI compared to budget.
- Participate in revenue management functions.
- Track and monitor GSS scores, communicate to associates to drive improvement and achieve hotel goals and exceed brand compliance.
- Assist in monitoring financial performance of the hotel through involvement in weekly computation of Actual vs budget exercise.
- Assist in tracking and processing of vendor invoices.
- Participate in monthly P & L review.
- Assist in conducting punch edits.
- Participate in job posting on indeed through ADP, as necessary.
- Participate in monthly submission of reports to corporate.
- Participate in monthly/quarterly calls with Corporate, General Manager and Sales.
- Review various positions in the hotel:

- Learn each departmental functions in the hotel.
- Training outline-Marriott/Hilton brand Resources
- Review 4-6 different Marriott/Hilton online training courses: Training modules to include GSS, housekeeping standards, maintenance standards, F & B/breakfast standards, Revenue Management, and other brand standards for compliance.
- HR orientation: hiring, discipline, coaching & counseling.
- Principles behind hiring, explaining expectations, holding them accountable by follow-up and taking disciplinary actions, as necessary.
- Employee hiring/selection criteria: Select prospective associates for their positive attitude and train them for technical skills.
- Do behavioral interview as part of hiring. Find out what they have done in the past and how they handled certain situations.
- Review Reporting relationship.
- Review Position description in all operating departments to include Front Desk, Housekeeping, Maintenance & Sales & Marketing.
- Participate in budgeting process.
- Review Sales & Marketing plan
- Revenue Plan
- NOI plan
- Loss Prevention and facilities management review.
- Fire alarm, sprinkler testing, smoke detector testing.
- Emergency procedure for power outage, bomb alert, etc.
- Required to conduct and follow CDC Guidelines and brand cleaning standards due to COVID-19. These high touch/high traffic public area cleaning standards include, however are not limited to the following:

- Interior and exterior doors, handles, door frames in common areas including restrooms, storage rooms, fitness center, pool, and Market.
- All public restrooms.
- Front Desk counter tops, credit card machines and other surface areas.
- Elevator cabs, inside and out, including buttons on landing areas.
- Business Center computer, keyboard, mouse, printer, desks, and counter tops.
- Fitness Room equipment, towel hamper, and any additional surface areas.
- Pool and Patio Area chairs and tables, towel hamper, and any additional surface areas.
- Perform other duties and functions, as required.

Position Experience and Requirements:

- High School diploma and some college preferred.
- One-year hotel supervisory experience required.
- Valid Driver’s License.
- Work schedule may vary based on business needs including working on holidays and weekends.
- Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.
- Marriott experience, a plus.

Note: This job description in no way states of implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Additional Expectations:

- Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
- Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others; support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.
- This hotel operates seven (7) days a week and tw

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