Head of Operations & Business Management

Position Overview

Responsible for assisting in successfully executing all operations in the hotel Operations departments (which 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 followed while leading a specific team to meet or exceed property goals.

Key Responsibilities

• Leading Operations Team
  • Ensures that goals are translated to the team as they relate to guest tracking and productivity.
  • Creates and nurtures a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and a passion for service.
  • Understands employee and guest satisfaction results and develops game plans to address areas of need and build on strengths.
  • Leads by example with self-confidence, energy, and enthusiasm.
  • Assists employees in understanding and exceeding ever-changing guest expectations.
• Managing Property Operations Function(s)
  • Implements property-specific second effort and recovery plans.
  • Publishes guest satisfaction results in a timely fashion, including forms, comment cards, and letters.
  • Takes proactive measures in dealing with employee concerns and communicates goals and results with the team.
  • Conducts semiannual one-to-one staff meetings and assists with scheduling against guest and occupancy goals.
  • Performs hourly job functions as needed.
• Managing and Monitoring Guest Experience
  • Provides excellent customer service by being approachable for all guests.
  • Takes proactive approaches to address guest concerns.
  • Ensures all team members meet or exceed hospitality requirements.
  • Responds promptly to customer service requests.
• Managing Profitability
  • Assists in conducting the annual Quality audit with GM & RD.
  • Ensures a viable key control program is in place.
  • Reviews financial statements, sales reports, and performance data to identify cost reductions and program improvements.
• Conducting Human Resources Activities
  • Interviews candidates and assists in hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures new team member orientations are thorough and timely.

Required Qualifications

• High school diploma or GED with 4 years’ experience in guest services, front desk, housekeeping, or a related professional area; OR
• 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with 2 years’ experience in guest services, front desk, housekeeping, or a related professional area.

Benefits & Perks

• Compensation: $52,050 to $66,000 annually.
• Marriott offers a bonus program.
• Comprehensive health care benefits and a 401(k) plan with up to 5% company match.
• Employee stock purchase plan at 15% discount, accrued paid time off (including sick leave, where applicable), life insurance, and group disability insurance.
• Travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based in or performed in Hawaii), flexible spending accounts, tuition assistance, and pre-tax commuter benefits.
• Other incentives such as stock awards and deferred compensation plans may apply.