Operations Manager Job at Marriott Bonvoy (San Antonio)

Job Description

Supports the successful execution of 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

Ensures that 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 the strengths
Assists in ensuring 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
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
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 request
Ensures all team members meet or exceed all hospitality requirements
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
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

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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