Operations Manager-Front Desk, Housekeeping & Food & Beverage Job at Marriott Bonvoy (New York)

Job Description

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

Job Responsibility

Assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance)
Managing staff
Striving to continually improve guest and employee satisfaction
Maximizing the financial performance of the department
Ensuring that standards and procedures are being followed
Leading specific team while assisting with meeting or exceeding property goals
Ensuring that goals are being translated to the team as they relate to guest tracking and productivity
Creating and nurturing a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service
Understanding employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths
Ensuring that the team has the capabilities to meet expectations
Leading by example demonstrating self-confidence, energy and enthusiasm
Assisting employees in understanding guests’ ever-changing needs and expectations, and exceeding them
Following property specific second effort and recovery plan
Publishing all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters
Taking proactive approaches when dealing with employee concerns
Extending professionalism and courtesy to employees at all times
Communicating/updating all goals and results with employees
Meeting semiannually with staff on a one-to-one basis
Assisting/teaching the team scheduling against guest and hours/occupied room goals
Performing hourly job functions as needed
Providing excellent customer service by being readily available/approachable for all guests
Taking proactive approaches when dealing with guest concerns
Extending professionalism and courtesy to guests at all times
Responding timely to customer service department request
Ensuring all team members meet or exceed all hospitality requirements
Assisting in performing required annual Quality audit with GM & RD
Ensuring a viable key control program is in place
Reviewing 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
Interviewing and assisting in making hiring decisions
Receiving hiring recommendations from team supervisors
Ensuring 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
OR 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

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Operations Manager-Front Desk, Housekeeping & Food & Beverage

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