Operations Manager

4 weeks ago

Redmond, Washington, United States Marriott International Inc Full time
Job Summary

Supports the successful execution of all operations in the hotel operations departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. Manages staff to continually improve guest and employee satisfaction and maximize financial performance.

Candidate Profile

Education and Experience:

  • High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area.
Core Work Activities

Supporting Operations Team:

  • Ensures goals are being translated to the team as they relate to guest tracking and productivity.
  • Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on strengths.
  • Assists in ensuring the team has the capabilities to meet expectations.
  • Leads by example, demonstrating self-confidence, energy, and enthusiasm.
  • Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s):

  • Follows property-specific second effort and recovery plan.
  • Publishes all guest satisfaction results in a timely fashion, including all guest satisfaction forms, comment cards, and guest letters.
  • Takes proactive approaches when dealing with employee concerns.
  • Extends professionalism and courtesy to employees at all times.
  • Communicates/updates all goals and results with employees.
  • Meets semiannually with staff on a one-to-one basis.
  • Assists/teaches the team scheduling against guest and hours/occupied room goals.
  • Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience:

  • Provides excellent customer service by being readily available/approachable for all guests.
  • Takes proactive approaches when dealing with guest concerns.
  • Extends professionalism and courtesy to guests at all times.
  • Responds timely to customer service department requests.
  • Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability:

  • Assists in performing required annual Quality audit with GM & RD.
  • Ensures a viable key control program is in place.
  • Understands financial statements, sales, and activity reports, and other performance data.

Conducting Human Resources Activities:

  • Interviews and assists in making hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures orientations for new team members are thorough and completed in a timely fashion.

This position offers a competitive hourly pay range of $27.40 to $33.65, with eligibility for an annual bonus. Benefits include medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Employees will accrue PTO balance for every hour worked and eligible to receive a minimum of 7 holidays annually.

Marriott International is an equal opportunity employer. We believe in 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:

Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best. Spacious suites with full kitchens offer the comforts of the modern home, while associates provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in teamwork and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. In joining Residence Inn, 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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