Operations Manager NE – Seattle Airport Marriott Hotel Washington

Job DescriptionPosition Purpose:Assist department headswith Front Office, F&B outlet and Housekeeping operations oversight to ensure quality standards required for total guest satisfaction. Represent Executive Offices to hotel guests and employees when manager on duty. Handle guest complaints. Respond to emergency situations. Inspect hotel public areas and monitor hotel employees to ensure compliance with all procedures established by management.10Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy. Response could involve, but is not limited to running up/down two to six flights of stairs past and around obstacles. Color vision is critical in determining nature of the alarm.35Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve any problems that may arise. Maintain a professional appearance and demeanor at all times. Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under time pressure for eight consecutive hours.30Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management. As necessary, step into operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively. Utilize computer system to access and input information.15Inspect all physical aspects of the hotel’s appearance on a continual basis in accordance with standards established by hotel management. Immediately report all safety hazards or items in need of attention to appropriate departments.5Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirables in conjunction with hotel security force utilizing diplomacy and good judgment.Type or Copy/Paste Job Description hereExperience and SkillsOther:Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.Upon employment, all employees are required to fully comply with rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.Supportive Functions:In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.Greet and escort VIP guests to accommodations.Handle cash.Handle security dispatch/guest hotline calls as required in order to accommodate guests in a timely manner.Inspect guest rooms in order to inventory specific amenities, and to ensure standard compliance.Compile reports regarding hotel incidents, accidents, etc.Perform other related duties as assigned.Specific Job knowledge, skill and abilityThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.Considerable knowledge of all departments’ functionality, hotel facilities, services, as well as city and current events.Excellent verbal communication skills.Good hearing and visual ability in order to detect signs of emergency.Ability to grasp, carry, and operate hand held communication device weighing five pounds for up to eight hours consecutively.Ability to walk/run, up/down two to six flights of stairs past/around obstacles and walk or stand for eight consecutive hours.Ability to stand/walk outdoors in conditions of extreme heat or cold, fumes, dampness, noise and slippery surfaces; bending, stooping, kneeling, reaching and climbing.Ability to push/pull, cart/table weighing up to 150 lbs. Grasp, lift to waist and carry items weighing up to 50 lbs.Qualification StandardsEducation:High school graduate preferred.Experience:Prior hotel experience required. Prior supervisory experience preferred.Licenses or certificates:CPR Certification required. First Aid training preferred.Grooming:All employees must maintain a neat, clean and well-groomed appearance (specific standards available).Type or Copy/Paste Requirements hereEOE/AA