Operations Manager NE

FOH Hospitality LLC; Princeville (HI); On-site; USD 52,000 - 54,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Marriott Vacations Worldwide in Hawaii seeks a Non-Exempt Operations Leader to guide guest services and property operations. The role requires a strong front desk/guest services background, a high school diploma or related degree, and hospitality experience. You will drive service quality, scheduling and guest satisfaction initiatives.

The position offers a competitive hourly rate and relocation assistance, with overtime in accordance with law. A valid driver's license may be required.

Qualifications

• High school diploma or GED with 4 years’ experience in guest services, front desk, housekeeping, or related professional area, or a 2-year degree with 2 years’ experience in the same fields.
• Valid driver’s license may be required with at least one year of clean driving history.

Responsibilities

• Lead operations team to translate goals into guest-focused actions and maintain a culture of motivation, teamwork and continuous improvement.
• Manage property operations and publish all guest satisfaction results, scheduling, and performance metrics.
• Provide exceptional guest service, address guest concerns promptly, and ensure hospitality standards are met.
• Support profitability by reviewing financial statements and identifying cost reductions and program improvements.
• Conduct HR activities, including interviewing, training, performance feedback, and staff development.

Job description

Hourly Rate: $37.50 Houry Range: $37.500 to $39.424 This position is a Non-Exempt Management position and will be paid an hourly rate with overtime paid in accordance with state and federal law. Valid driver's license may be required with at least one year of clean driving history. Relocation Assistance Available

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 Resort 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

Leading Operations Team Ensures that goals are being translated to the team as they relate to guest tracking and productivity. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Understands associate, owner and guest satisfaction results and develops game plans to attack need areas and expand on strengths. Ensures the team has the capabilities to meet expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists associates in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Operations Functions

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 associate concerns. Extends professionalism and courtesy to associates at all times. Communicates/updates all goals and results with associates. 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.

Managing Profitability

Assists in performing required annual Quality audit with Senior Leadership Team. Ensures a viable key control program is in place. Reviews 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.

Conducting Human Resources Activities

Participates in interviewing and hiring of team members with the appropriate skills. Uses all available on the job training tools to train new associates and provide follow-up training as necessary. Communicates performance expectations in accordance with job descriptions for each position. Conducts a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates understand Company, Resort and Departmental expectations and parameters. Ensures associates are cross-trained to support successful daily operations. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same with them. Schedules associates to business demands and tracks associate time and attendance. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. Observes service behaviors of associates and provides feedback to individuals. Ensures associate recognition is taking place on all shifts. Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns. Participates in associate progressive discipline procedures. Reviews associate satisfaction results.

#LI-CW1 Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Where meaningful moments are made together. Our associates want more than fulfilling work. Like our Owners, Members and guests around the world, they want fulfilling lives. Vacations expand our world to new places, new possibilities, new connections. Along the way, they help us discover our best selves. Great vacations are the embodiment of a life, fulfilled. Marriott Vacations Worldwide (NYSE: VAC) is a leading global vacation company. While our numbers tell some of the story, the heart of our success comes from the quality – and exceptional longevity – of our relationships with our associates and customers. Join us on our journey. FOR A LIFE FULFILLED. Creating vacations that move you. 20,000+ Associates worldwide Vacation Ownership 7 Iconic Brands Approximately 120 Vacation Ownership Resorts 700,000+ Owner families 90%+ Guest satisfaction score Exchange & Third-Party Management More than 3,200 affiliated resorts in over 90 countries and territories Approximately 1.6 million exchange network members