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Operations Manager

2 weeks ago

Muskoka Lakes, Canada Marriott International, Inc Full time

**Additional Information**
**Job Number**24180578
**Job Category**Property Leadership
**Location**JW Marriott The Rosseau Muskoka Resort & Spa, 1050 Paignton House Road, Muskoka Lakes, ONT, Canada, P0B 1G0
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**Additional Information**:This hotel is owned and operated by an independent franchisee, JW Marriott The Rosseau Muskoka. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Role Summary

This role will provide regular direction and oversee hotel operations for all or some of the following areas:

- Guest reception, Concierge, At Your Service, Valet & Bell functions to ensure the delivery of luxury guest services
- Food and Beverage/Banquet/Culinary to ensure standards of operation and creativity is always the center of everything we do. Reach revenue and profit margin goals through an impeccable execution.
- Housekeeping appearance, cleanliness & décor compliance over 90% utilizing effective stay over service, turn down services, laundry, public areas, etc.
- Catering functions well executed as per JW Event Concierge, working in synch with Event Management team.
- Maintain a proactive human resource management approach to ensure positive employee relations, training and development, wage/benefit administration, labour regulations, compliance with policies and procedures, etc.
- Accounting and purchasing controls and procedures are implemented and maintained
- Naturally inclined to create unique experiences based on the individual profile of each guest

People
- Supervise deployment of training manuals for all associates; assess successes/challenges, ensuring service delivered meet JW brand standards. Ensure all staff is effectively trained and have the tools and equipment needed to carry out their job functions
- Conduct annual performance review of direct reports, ensuring accountability and goals setting
- Solicit employee feedback, utilizing an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns
- Facilitates the development and implementation of creative solutions that overcome obstacles and improve guest satisfaction results
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
- Champions the brand’s service vision for product and service delivery, ensuring leadership team alignment

Guest Experience
Embrace the JW luxury brand and lead by example with an impeccable grooming, ensuring service delivery is well executed:

- Guests - to ensure their total satisfaction
- Associates - supporting team and fostering professional growth
- Stakeholders - actively engages with to ensure benchmarks and goals are achieved.
- Incorporates guest satisfaction as a component of operations meetings with an emphasis on generating innovative ways to continually improve results
- Reviews guest feedback with leadership team and ensures appropriate corrective action taken
- Responds to and handles guest problems and complaints
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
- Analyzes service issues and identifies trends

Compliance
- The Director of Operations is fully versed in the brand DNA. An expert in MGS, GSS, ESS, self-audit process, Land it, Digital Learning Zone.
- Assigned tasks are in alignment with all local and provincial safety regulations, and ensures a clean and safe working environment with active participation in the health and safety program

Managing Financial Results
- Monitors hotel operations sales performance against budget
- Reviews reports and financial statements to determine hotel operations performance against budget
- Coaches and supports operations team to effectively maximize operational revenues and manage controllable expenses
- Review payroll vs. budget, coaching direct reports to address problem areas and holding team accountable for results
- Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Qualifications and Requirements
- Bachelor’s degree in Hotel Administration, Business Administration or equivalent.
- Five years in luxury full service resort with high-level operations role. Polished, tactful, and excellent vocabulary, ability to interact with VIP’s, celebrities.
- An expert and resourceful in problem solving within a complex operation. Tra