JOB SUMMARY
Set in an enviable location, overlooking the beach, The Bournemouth Highcliff Marriott has undergone a full refurbishment and is refreshing seaside retreat on the South Coast. With premium bedrooms, including 5 luxury suites and function venues, the hotel offers bespoke experiences for our guests. As Operations Manager, you will be responsible for successfully leading the operations departments (may include Front Office, Business Center, Recreation, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. You will strive to continually improve guest and employee satisfaction and maximize the financial performance of the hotel. We are Marriott International, the world's leading, award winning, hospitality company with brands and more than 8, properties across countries worldwide. We strive to elevate the art of hospitality, innovating at every opportunity while keeping the promise of “Wonderful Hospitality Always.” by delivering thoughtful and heartfelt service. Join us and have fun, working alongside our fantastic management team, and grow your career as you receive world class training to become the best version of you! What we offer: Competitive Salary Bonus scheme Private Healthcare Company Pension Fantastic career opportunities by joining the world’s largest hotel group Generous travel perks including discounted room rates for yourself, family and friends Complimentary Parking Complimentary staff meals when on duty Complimentary use of our on-site gym Employee Assistance Programme Annual associate events 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.