Assistant Operations Manager

2 months ago

Whistler, British Columbia, Canada Marriott International Full time

Job Summary

The Assistant Operations Manager is responsible for assisting in the execution of all operations in two departments, Front Office and Food and Beverage/Culinary or Engineering/Maintenance and Housekeeping. This role aims to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Candidate Profile

Education and Experience

• High school diploma or equivalent; 3 years of experience in guest services, front desk, housekeeping, or a related field.

OR

• 2-year degree from an accredited university in Hospitality, Business Administration, or a related field; 1 year of experience in guest services, front desk, housekeeping, or a related field.

Key Responsibilities

Providing for and Managing the Guest Experience

• Provide exceptional customer service by being approachable and responsive to guest needs.

• Extend professionalism and courtesy to guests at all times.

• Assist employees in understanding guest needs and expectations, and strive to exceed them.

• Ensure that all employees, team leaders, and managers understand the brand service culture.

• Respond promptly to customer service requests.

Supporting Safety Standards and Work Procedures

• Implement property emergency procedures.

• Provide a safe working environment in compliance with OSHA/MSDS regulations.

• Implement and sustain property accident prevention programs.

• Ensure a viable key control program is in place.

• Follow property-specific second effort and recovery procedures.

Supporting Property Operations and Department Budgets

• Review financial statements, sales, and activity reports to measure productivity and goal achievement.

• Assist in teaching the team scheduling against guest and hours/occupied room goals.

• Ensure barriers to achieving goals are discussed and resolved by the team.

• Extend professionalism and courtesy to employees at all times.

• Ensure that the team has the capabilities to meet expectations.

• Ensure that goals are being translated to the team as they relate to guest tracking and productivity.

• Lead by example and demonstrate self-confidence, energy, and enthusiasm.

• Publish guest satisfaction results in a timely manner, including guest satisfaction forms, comment cards, and guest letters.

• Ensure training plans are in place and being executed.

• Ensure all team members meet or exceed hospitality requirements.

• Ensure Continuous Improvement Meetings (CIMS) are taking place weekly in each department.

• Provide support for operations functions as needed.

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