Operations Manager

$54,995 - $61,006/Yr

Marriott International - Poughkeepsie, NY

Full-time - Mid Level

Poughkeepsie, NY

Accommodation

About the position

The Operations Manager is responsible for overseeing the successful execution of all operations within the hotel departments, which may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. This role focuses on improving guest and employee satisfaction while maximizing financial performance. The Operations Manager leads a specific team, ensuring that standards and procedures are followed and that property goals are met or exceeded.

Responsibilities

• Support the operations team by translating goals related to guest tracking and productivity.
• Understand and communicate employee and guest satisfaction results, addressing areas of need and expanding on strengths.
• Assist in ensuring the team has the capabilities to meet expectations.
• Lead by example, demonstrating self-confidence, energy, and enthusiasm.
• Help employees understand and exceed guests' ever-changing needs and expectations.
• Follow property-specific recovery plans and publish guest satisfaction results in a timely manner.
• Proactively address employee concerns and maintain professionalism and courtesy at all times.
• Communicate and update all goals and results with employees, meeting semiannually with staff one-on-one.
• Assist in scheduling against guest and occupied room goals, performing hourly job functions as needed.
• Provide excellent customer service by being readily available and approachable for all guests.
• Respond timely to customer service department requests and ensure team members meet hospitality requirements.
• Assist in performing annual Quality audits with GM & RD and ensure a viable key control program is in place.
• Understand financial statements, sales and activity reports, and other performance data.
• Conduct interviews and assist in hiring decisions, ensuring thorough orientations for new team members.

Requirements

• High school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or a related professional area.
• OR a 2-year degree from an accredited university 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 professional area.

Benefits

• 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
• Other life and work wellness benefits