Operations Manager

AECOM; Arlington (VA); On-site; Full time

Job summary

A leading company in hospitality is seeking to hire a Guest Services Manager to oversee operations within hotel departments, ensuring high standards of guest satisfaction and financial performance. The ideal candidate will possess a strong background in hospitality service, with opportunities to grow within a dynamic team committed to excellence. Join a culture that encourages team spirit and provides various benefits for your well-being.

Benefits

Bonus program

Comprehensive health care benefits

401(k) plan with company match

Employee stock purchase plan

Paid time off including sick leave

Life insurance

Travel discounts

Tuition assistance

Qualifications

• High school diploma/GED with 4 years of experience in guest services or related area.
• Or a 2-year degree with 2 years of experience in similar roles.

Responsibilities

• Supports execution of hotel operations and manages staff.
• Ensures guest satisfaction and adheres to operational standards.
• Leads team to meet property goals and handles guest and employee concerns.

Skills

Customer service

Leadership

Teamwork

Education

High school diploma or GED

2-year degree in Hotel and Restaurant Management

Job description

**Additional Information** Bonus Eligible

**Job Number** 25092677

**Job Category** Rooms & Guest Services Operations

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.

**CANDIDATE PROFILE**

**Education and Experience**

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

**CORE WORK ACTIVITIES**

**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.

The hourly pay range for this position is $27.50 to $35.58. Marriott offers a bonus program, comprehensive health care benefits, 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, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._

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 associates provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in teamwork and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. In joining Residence Inn, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

2025-06-06, Veteran Executive Leadership

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