Operations Manager - Front Of House

Marriott International Pasadena , CA 91101

Posted 2 months ago

Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best. Spacious suites with full kitchens offer the comforts of the modern home, while employees provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in team work and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. Find Your World at Residence Inn by Marriott.


Supports the successful execution of all operations in the hotel operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) 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.


Education and Experience

  • High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.


  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.


Supporting Operations Team

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

  • Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.

  • Assists in ensuring that the team has the capabilities to meet expectations.

  • Leads by example demonstrating self-confidence, energy and enthusiasm.

  • Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s)

  • Follows property specific second effort and recovery plan.

  • Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

  • Takes proactive approaches when dealing with employee concerns.

  • Extends professionalism and courtesy to employees at all times.

  • Communicates/updates all goals and results with employees.

  • Meets semiannually with staff on a one-to-one basis.

  • Assists/teaches the team scheduling against guest and hours/occupied room goals.

  • Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

  • Provides excellent customer service by being readily available/approachable for all guests.

  • Takes proactive approaches when dealing with guest concerns.

  • Extends professionalism and courtesy to guests at all times.

  • Responds timely to customer service department request.

  • Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

  • Assists in performing required annual Quality audit with GM & RD.

  • Ensures a viable key control program is in place.

  • Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities

  • Interviews and assists in making hiring decisions.

  • Receives hiring recommendations from team supervisors.

  • Ensures orientations for new team members are thorough and completed in a timely fashion.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Operations Manager

Inter-Con Security Systems, Inc.

Posted 3 days ago

VIEW JOBS 4/18/2019 12:00:00 AM 2019-07-17T00:00 Overview Founded in 1973, Inter-Con Security Systems, Inc. is a leading US-owned security company, providing a full range of physical security services to government and commercial customers on four continents. Inter-Con (ICS) provides custom client solutions tailored to quality with the flexibility to operate in highly complex environments. The firm specializes in providing tailored services to clients whose needs exceed the sophistication and expertise of traditional guard firms. Inter-Con remains under family ownership and control and operates as the industry leader in the field of customized, high-requirement security solutions. Inter-Con employs over 25,000 security personnel world-wide, trained and managed by a team of professionals with unsurpassed military, law enforcement, and security experience. Inter-Con is Everywhere Security Matters. Job Description The Operations Manager reports to the Vice President of Operations - CA. The major responsibilities of the position include, but are not limited to, the following duties: Primary Responsibilities * Manage daily operational and administrative functions across multiple security contracts employing over 3,000 Inter-Con employees across California * Keep the Vice President of Operations apprised of contract performance by accurately communicating status of compliance and identifying any deficiencies in a timely manner * Support the Vice President of Operations operational decision-making process * Develop and implement project plans for key strategic initiatives designed to improve operations capabilities and responsiveness across California * Compile productivity and performance SLAs, KPIs, and dashboard reports to ensure metrics are captured and reported for executive level consumption * Ensure the highest standards of conduct, appearance, performance and training are being met at all times. Qualifications * Preferred candidate has either an honorable military discharge, a Bachelor's degree or 5 years' experience in an operations management and project management role. * Can independently develop reports, spreadsheets, diagrams, charts, graphs, and other products that may be needed. (e.g. – MS Word, Excel, Access, SharePoint) * An understanding of security operations and contracts management preferred. * Understand operational KPIs and ability to utilize data to drive operations. * Strong interpersonal, critical thinking and time management skills. * A great communicator that gets the value of teamwork. * Experience in general office setting in a supervisory role preferred. * Comfortable in an ever changing, fast paced, sometimes stressful environment. Other Requirements or Competencies * Technologically savvy - experienced with MS Office Suite. Working knowledge of technology driven scheduling platforms a plus. * Project management experience. PMP certification a plus. * Adept in leading teams in complex problem solving. * Customer Service orientation required. * Able to interact in a corporate environment and effectively communicate with all levels of management. * Must be flexible and possess the ability to meet deadlines in a high tempo environment. * Excellent time-management, organization and multi-tasking skills required. * A dependable team player with business maturity, enthusiasm, and a positive work attitude. * Ability to work in a matrixed environment. * A positive and upbeat team member! Work Environment and Schedule * Job operates in a professional office environment in an open area with heavy traffic. * This role routinely uses standard office equipment such as computers, phones, copiers, etc. * Position requires prolonged sitting, twisting, turning, bending, in the performance of daily office activities. * The position also requires grasping, repetitive hand movement and finger coordination in preparing statistical reports and data, using a computer keyboard. * Additionally, the position requires near and far vision in reading correspondence and using the computer, and acute hearing when providing phone and counter service to the public. * Must maintain flexibility regarding job assignments, including other departments, locations, and mandatory overtime. * Time flexibility depending on the needs of the company. Duties, responsibilities and activities may change at any time with or without notice. Inter-Con Security Systems, Inc. is an affirmative action employer who provides equal employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups. Inter-Con Security Systems, Inc. Pasadena CA

Operations Manager - Front Of House

Marriott International