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Operations Manager Front Desk

Posted January 24, 2023

Residence Inn National Harbor Washington, DC
National Harbor, MD
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About This Job

Job Number

23011090

Job Category

Rooms & Guest Services Operations

Location

Residence Inn National Harbor Washington DC Area, 192 Waterfront St, Oxon Hill, Maryland, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

N

Position Type

Management

Job Summary

  • Bonus Eligible 

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.
  • Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local 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 employees provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in team work and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. Find Your World™ at Residence Inn by Marriott.

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    About this Employer

    Residence Inn National Harbor Washington, DC

    192 Waterfront St
    National Harbor, MD 20745

    1-301-749-4755

    162 Room Hotel

    www.marriott.com

    The Residence Inn National Harbor hotel in Maryland is located just a few miles outside of Washington, DC and the city of Alexandria. Situated on the banks of the Potomac River, our hotel is perfect for an enjoyable weekend or extended trip to the Washington DC area. For those traveling on business, this National Harbor hotel is located across the street from the Gaylord National Convention Center. You'll find a variety of activities surrounding our hotel including Mount Vernon, Old Town Alexandria and Georgetown. Enjoy spacious guest suites with fully-equipped kitchens, ergonomic work spaces, pull-out sofa beds and free internet access. Guests at our National Harbor extended stay hotel also have access to a free hot breakfast, weekly manager’s reception, on-site fitness center and indoor swimming pool. Convenient to the Bolling and Andrews Air Force Bases and Ronald Reagan Washington National Airport, the Residence Inn National Harbor hotel is perfect for your next trip to the Washington DC area.