Operations Manager

hace 2 semanas

Boca del Río, México Marriott International A tiempo completo

Job Summary

As a seasoned Operations Manager at Marriott International, you will play a vital role in driving the success of our hotel's Operations departments. Your primary responsibility will be to assist in executing all operations, ensuring that standards and procedures are being followed, and leading specific teams to meet or exceed property goals.

Candidate Profile

To be successful in this role, you will need a high school diploma or GED, along 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, or a related major, along with 2 years of experience, may also be considered.

Core Work Activities

Leading Operations Team

  • Translate goals to the team as they relate to guest tracking and productivity.
  • Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service.
  • Understand employee and guest satisfaction results and develop game plans to address need areas and expand on strengths.
  • Ensure the team has the capabilities to meet expectations.
  • Lead by example, demonstrating self-confidence, energy, and enthusiasm.
  • Assist employees in understanding guests' ever-changing needs and expectations, and exceed them.

Managing Property Operations Function(s)

  • Follow property-specific second effort and recovery plan.
  • Publish all guest satisfaction results in a timely fashion, including guest satisfaction forms, comment cards, and guest letters.
  • Take proactive approaches when dealing with employee concerns.
  • Extend professionalism and courtesy to employees at all times.
  • Communicate/update all goals and results with employees.
  • Meet semiannually with staff on a one-to-one basis.
  • Assist/teach the team 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/approachable for all guests.
  • Take proactive approaches when dealing with guest concerns.
  • Extend professionalism and courtesy to guests at all times.
  • Respond timely to customer service department requests.
  • Ensure all team members meet or exceed all hospitality requirements.

Managing Profitability

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

Conducting Human Resources Activities

  • Interview and assist in making hiring decisions.
  • Receive hiring recommendations from team supervisors.
  • Ensure orientations for new team members are thorough and completed in a timely fashion.

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