Operations Manager

Courtyard by Marriott; Phoenix (AZ); On-site; USD 54,000 - 61,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Courtyard by Marriott in Phoenix is seeking a Hotel Operations Manager to lead guest services and rooms operations across Front Office, Housekeeping, and Engineering. You will drive guest satisfaction, oversee staff performance, and ensure financial and quality standards are met.

The role requires a solid hospitality background, a focus on service excellence, and the ability to lead a diverse team in a busy hotel environment.

Qualifications

• High school diploma or GED with 4 years in guest services/front desk/housekeeping or related area.
• Or 2-year degree with 2 years in guest services/front desk/housekeeping or related area.

Responsibilities

• Translate goals to the team and drive guest tracking and productivity.
• Communicate guest satisfaction results and action plans to address gaps.
• Ensure team capabilities meet expectations and provide leadership by example.
• Assist staff in understanding guests' changing needs and exceed expectations.
• Publish guest satisfaction results and forms in a timely manner.
• Schedule and manage hours/guest goals; perform hourly functions as needed.

Skills

Guest services experience

Front desk operations

Housekeeping coordination

Hospitality management

Education

High school diploma or GED

2-year degree in Hospitality or related field

Job description

Additional Information Evening Shifts
Job Number 26129879
Job Category Rooms & Guest Services Operations
Location 2621 South 47th Street, PHOENIX AZ 85034, United States VIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Management
Pay Range: $25.77-$29.33 Per hour
Bonus Eligible: Y

Job Summary

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.

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.

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, 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.