Generic Position Summary
The Operations Manager works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

Specific Job Summary
Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Recreation, Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

Generic Expected Contributions
▪ Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
▪ Analyzes service issues and identifies trends.
▪ Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
▪ Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
▪ 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 manage occupancy & rate, wages and controllable expenses.
▪ Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
▪ Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
▪ Develops systems to enable employees to understand guest satisfaction results.
▪ Communicates a clear and consistent message regarding departmental goals to produce desired results.
▪ Reviews guest feedback with leadership team and ensures appropriate corrective action is 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.
▪ Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
▪ Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
▪ Ensures employees are treated fairly and equitably.
▪ Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
▪ 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.
▪ Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
▪ Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
▪ Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
▪ Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the
Peer Review Process.
▪ Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
▪ Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Specific Expected Contributions

▪ Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
▪ Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
▪ Anticipate and address guests' service needs; assist individuals with disabilities.
▪ Speak with others using clear and professional language; answer telephones using appropriate etiquette.
▪ Develop and maintain positive working relationships with others.
▪ Ensure adherence to quality expectations and standards; identify, recommend, and implement new ways to increase organizational quality.
▪ Reach, bend, twist, pull, and stoop; grasp, turn, and manipulate objects; move, lift, or carry objects weighing less than or equal to 25 pounds; stand, sit, or walk for an extended period.
▪ Perform other duties as requested.
▪ Attention to customer service with a professional and pleasant personality.
▪ Available to work a flexible schedule including evenings, weekends, and holidays.

Generic Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills. A competent individual who will be able to guide and train employees.

Education and Experience
▪ 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area, OR
▪ 4-year bachelor’s degree in business administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.