Hotel Operations Manager

1 day ago

Atlanta, Georgia, United States Marriott International Inc Full time
Job Summary

Serves as the property manager on duty, overseeing all property operations to ensure exceptional hospitality and service standards are met.

Documents and resolves guest concerns or property incidents, manages lobby interactions, and tracks service issues.

Candidate Profile

Education and Experience:

  • High school diploma or equivalent; 4 years of experience in guest services, front desk, housekeeping, or related field.

OR

  • 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; 2 years of experience in guest services, front desk, housekeeping, or related field.
Core Work Activities

Supporting Property Operations and Guest Relations:

  • Maintains strong working relationships with departments to support property operations and goals.
  • Communicates variations to established norms to relevant departments in a timely manner.
  • Sends MOD reports to departments daily.
  • Strives to improve service performance.
  • Ensures compliance with policies, standards, and procedures.
  • Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals:

  • Understands and complies with loss prevention policies and procedures.
  • Reviews staffing levels to meet guest service, operational needs, and financial objectives.
  • Reviews financial statements, sales, and activity reports to measure productivity and goal achievement.

Managing the Guest Experience:

  • Intervenes in guest/associate situations to maintain property integrity, guest satisfaction, and associate well-being.
  • Empowers associates to provide excellent customer service.
  • Provides immediate assistance to guests as requested.
  • Serves as a leader in displaying outstanding hospitality skills.
  • Sets a positive example for guest relations.
  • Responds to and handles guest problems and complaints.
  • Verifies associates understand customer service expectations and parameters.
  • Interacts with customers regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
  • Participates in developing and implementing corrective action plans to improve guest satisfaction.
  • Records guest issues in the guest response tracking system.

Assisting Human Resources Activities:

  • Observes service behaviors of associates and provides feedback.
  • Conducts regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
  • Celebrates successes and publicly recognizes team members' contributions.
  • Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures.
  • Understands and implements emergency plans, including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Benefits

Marriott International offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, and other life and work wellness benefits.

Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer, committed to hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

About the Team

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world.

Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service.

We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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