Property Operations Manager
2 weeks ago
Job Summary
The Property Operations Manager will oversee all property operations to ensure the highest levels of hospitality and service are provided. This includes representing property management in resolving any guest or property-related situation and managing the flow of questions and directing guests within the lobby.
Candidate Profile
Education and Experience
High school diploma or GED; 4 years of experience in guest services, front desk, housekeeping, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 2 years of experience in guest services, front desk, housekeeping, or a related professional area.
Key Responsibilities
Supporting Property Operations and Guest Relations Needs
• Maintain a strong working relationship with all departments to support property operations and goals.
• Communicate any variations to established norms to the appropriate department in a timely manner.
• Send a copy of the MOD report to all departments on a daily basis.
• Strive to improve service performance.
• Ensure compliance with all policies, standards, and procedures.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Supporting Profitability Goals
• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
Managing the Guest Experience
• Intervene in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved.
• Empower associates to provide excellent customer service.
• Provide immediate assistance to guests as requested.
Assisting Human Resources Activities
• Participate as needed in the investigation of associate and guest accidents.
• Observe service behaviors of associates and provide feedback to individuals.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrate successes and publicly recognize the contributions of team members.
• Ensure associates are cross-trained to support daily operations.
Requirements
A strong working relationship with all departments is essential to support property operations and goals. This position requires a high school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 2 years of experience in guest services, front desk, housekeeping, or a related professional area is required. Marriott International is an equal opportunity employer and welcomes applications from diverse candidates.
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