Operations Manager

About the Role

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 teams while assisting with meeting or exceeding property goals.

Responsibilities

• 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 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.
• 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.
• 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 requests.
• Ensures all team members meet or exceed all hospitality requirements.
• 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.

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.

This hotel is owned and operated by an independent franchisee, NewcrestImage Management. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Location: 2350 Easton Road Route 611, WILLOW GROVE PA 19090, United States

Schedule: Full Time

Position Type: Management

Expiration Date: 12/06/2026

This company is an equal opportunity employer.