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Operations Director

2 months ago

Sterling Heights, Michigan, United States Marriott International Inc Full time
About the Role

We are seeking a highly skilled and experienced Operations Manager to join our team at Marriott International Inc. As an Operations Manager, you will play a critical role in supporting 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.

Key Responsibilities
  • Supporting Operations Team
    • Translate departmental goals into team objectives and ensure that team members understand their roles and responsibilities.
    • Monitor and analyze employee and guest satisfaction results to identify areas for improvement and develop strategies to address them.
    • Lead by example, demonstrating self-confidence, energy, and enthusiasm to motivate and inspire team members.
    • Assist employees in understanding guests' ever-changing needs and expectations and provide guidance on how to exceed them.
  • Supporting Property Operations Function(s)
    • Implement and maintain a second effort and recovery plan to ensure that the hotel is prepared to handle any unexpected situations.
    • Publish guest satisfaction results in a timely manner, including all guest satisfaction forms, comment cards, and guest letters.
    • Take proactive approaches when dealing with employee concerns and provide support and guidance to resolve issues.
    • Communicate and update all goals and results with employees and provide regular feedback and coaching.
    • Meet semiannually with staff on a one-to-one basis to discuss performance, provide feedback, and set goals.
    • Assist and teach the team on scheduling against guest and hours/occupied room goals.
    • Perform hourly job functions as needed.
  • Managing and Monitoring Activities that Affect the Guest Experience
    • Provide excellent customer service by being readily available and approachable for all guests.
    • Take proactive approaches when dealing with guest concerns and provide support and guidance to resolve issues.
    • Extend professionalism and courtesy to guests at all times.
    • Respond timely to customer service department requests.
    • Ensure that all team members meet or exceed all hospitality requirements.
  • Assisting in Managing Profitability
    • Assist in performing required annual Quality audit with the General Manager and Regional Director.
    • Ensure that a viable key control program is in place.
    • Understand financial statements, sales and activity reports, and other performance data.
  • Conducting Human Resources Activities
    • Interview and assist in making hiring decisions.
    • Receive hiring recommendations from team supervisors.
    • Ensure that orientations for new team members are thorough and completed in a timely fashion.
Requirements
  • High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
Benefits

Marriott International Inc offers a competitive compensation package, including 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.