Hotel Operations Manager: Guest Experience & Profitability

Courtyard by Marriott; Willow Grove (PA); On-site; USD 65,000 - 90,000; Full time

Job summary

Courtyard by Marriott Willow Grove seeks a Hotel Operations Manager to oversee the hotel operations departments, including Front Office, Housekeeping, and related areas. You will lead staff, ensure guest satisfaction, and drive department performance to meet property goals.

This full-time on-site role reports to hotel leadership, requiring strong people management, scheduling, and adherence to brand standards.

Responsibilities

• Ensures that goals are 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.
• 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.
• 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.

Job description

Courtyard by Marriott Willow Grove seeks a Hotel Operations Manager to oversee the hotel operations departments, including Front Office, Housekeeping, and related areas. You will lead staff, ensure guest satisfaction, and drive department performance to meet property goals.

This full-time on-site role reports to hotel leadership, requiring strong people management, scheduling, and adherence to brand standards.