Hotel Operations Manager

ABOUT THE ROLE

The Hotel Operations Manager will primarily be responsible for operational tasks and supervising others in their operational assignments at the hotel, under the direction of the General Manager (or assigned Hotel Leadership). This role will ensure guest satisfaction and the efficient operation of the hotel by assisting back of the house operating departments. The Hotel Operations Manager may function to support a number of areas at the property including: Housekeeping, F&B, Front Office, and Maintenance. Other duties may be assigned as required by the business demand. This position requires flexibility, strong technical knowledge, and the ability to lead by example in a fast-paced, 24/7 hotel environment.

RESPONSIBILITIES

Approach all encounters with guests and associates in a friendly, service-oriented manner. Maintain regular attendance in compliance with property standards, as required by scheduling which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, which include wearing name tag when working. Maintain a friendly and warm demeanor at all times. Comply at all times with property standards and regulations to encourage safe and efficient hotel operations. Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be a team leader). Monitor all VIP and special guest requests, as well as being familiar with all in-house groups. Fully comprehend and execute all relevant phases of the front desk computer system and checklist. Be familiar with the P.M.S. system used in the hotel. Follow and enforce all property policies. Ensure employees are at all times, attentive, friendly, helpful and courteous to guests, employees and other managers. Assist in preparation of staff schedules according to business forecast, maintaining adherence to wage control, productivity standards and guest service scores. Assist food and beverage department, front desk operations and housekeeping department based on volume and need (as applicable by hotel). Assist in training of new hires and current associates on a regular basis. Assist the GM in ensuring that associates are following and maintaining property standards (i.e., answering phones, call-backs to guests, guest request log). Be familiar with emergency procedures and able to react to emergency situations by knowing locations of fire extinguishers and exits. Assist in monthly inventories and reconciliations. Immediately follow up on accidents, problems or guest complaints in the food and beverage department, as well as the front desk. Support preventive maintenance efforts and repairs on hotel building systems, including HVAC, electrical, plumbing, mechanical, and life-safety systems. Monitor routine inspections of guestrooms, public areas, and back-of-house spaces to identify maintenance needs and ensure brand standards are met. Answer all guest inquiries in a timely and professional manner. Help maintain productivity levels at or above budgeted standards. Perform other duties and/or attend meetings or trainings, as required by management. Access to back of house areas of the hotel and sensitive information Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank Interact and occasionally have unsupervised contact with guests and/or colleagues Access and control to sensitive areas in the hotel premises, including the Hotel Safe, Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets Maintain a high level of trust and responsibility Drive safely on behalf of the company for business reasons Represent the company with certain level of reputation and good character as well as exercise sound judgement

QUALIFICATIONS

At least 5 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required. Must have a valid driver's license for the applicable state. Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results. Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity. Must maintain composure and objectivity under pressure. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions.

BENEFITS

Performance-based bonus potential Health insurance Dental insurance Vision insurance Life insurance Generous vacation policy Marriott Employee discount

Job Type:

Full-time Pay:

$70,304.00 per year

Experience:

Hotel Operations:

5 years (Preferred) Ability to

Commute:

Sacramento, CA 95833 (Preferred) Ability to

Relocate:

Sacramento, CA 95833: Relocate before starting work (Preferred)

Work Location:

In person