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Operations Manager - Housekeeping

posted January 31, 2020

Residence Inn Bethesda Downtown
Bethesda, MD
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114182 l

About This Job

JOB SUMMARY

Responsible for assisting in successfully executing 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

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 employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

• Ensures 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.

Managing 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.

Managing Profitability

• Assists in performing required annual Quality audit with GM & RD.

• 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

• 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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About This Employer

Residence Inn Bethesda Downtown

7335 Wisconsin Avenue
Bethesda, MD 20814

1-301-718-0200

187 Room Hotel

www.marriott.com

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Residence Inn Bethesda Downtown is conveniently located near the Naval Medical Center, NIH, FDA and NRC. Our Bethesda hotel is just 1 block from the DC metro rail Bethesda station, a few short miles from I-495, the Capital Beltway, and the I-270 Technology Corridor. Washington DC's NW boroughs of Chevy Chase and Tenleytown are also nearby. Our downtown Bethesda location is perfect for guests working in MD and DC, or visiting American University and the University of DC. Designed for a stay of more than just a few nights, you can stretch out and relax in a suite that offer separate sleeping, living and dining areas. You may upgrade to one of our PURE allergy friendly hotel rooms for maximum comfort. All our suites provide the comforts of home with full kitchens, living rooms with sofa beds and with high speed Internet access. Our suburban DC hotel serves breakfast daily and offers nightly social hours midweek. Our Residence Inn Bethesda offers 7 meetings rooms with space for 200 attendees.