Operations Manager

hace 1 semana

Boca del Río, México Marriott International A tiempo completo

Job Summary:

The Operations Manager is responsible for assisting in the successful execution of all operations in the hotel's Operations departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. This role manages staff and strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Candidate Profile:

The ideal candidate will have a high school diploma or equivalent, with 4 years of experience in guest services, front desk, housekeeping, or a related field. Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in guest services, front desk, housekeeping, or a related field, is also acceptable.

Key Responsibilities:

Leading Operations Team:

  • Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
  • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
  • Understands employee and guest satisfaction results and develops game plans to address need areas and expand on strengths.
  • Ensures that 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.

Managing 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.

Managing Profitability:

  • Assists in performing required annual Quality audit with GM & RD.
  • Ensures a viable key control program is in place.
  • Reviews financial statements, sales, and activity reports, and other performance data to measure productivity and goal achievement, and to determine areas needing cost reduction and program improvement.

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.

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.

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