Hotel Operations Manager

3 days ago


al Jumayliyah, Qatar Marriott International, Inc Full time

Job Summary

We are seeking a highly skilled and experienced Hotel Operations Manager to join our team at Marriott International, Inc. As a key member of our management team, you will be responsible for overseeing all property operations, ensuring the highest levels of hospitality and service are provided to our guests.

Key Responsibilities

  • Represent property management in resolving any guest or property-related situation.
  • Manage the flow of questions and direct guests within the lobby.
  • Serve as Guest Relations Manager and handle the tracking of service issues.
  • Maintain a strong working relationship with all departments to support property operations and goals.
  • Communicate any variations to the 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 and ensure compliance with all policies, standards, and procedures.
  • Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
  • 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 and to determine areas needing cost reduction and program improvement.
  • 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.
  • Serve as a leader in displaying outstanding hospitality skills.
  • Set a positive example for guest relations.
  • Respond to and handle guest problems and complaints.
  • Ensure associates understand customer service expectations and parameters.
  • Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.
  • Participate in the development and implementation of corrective action plans to improve guest satisfaction.
  • Record guest issues in the guest response tracking system.
  • 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.
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.

Requirements

  • High school diploma or GED; 4 years of experience in the guest services, front desk, housekeeping, or related professional area.
  • Or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years of experience in the guest services, front desk, housekeeping, or related professional area.


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