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Franchised Operations Manager - Residence Inn by Marriott New York

Join our team to advance the Residence Inn Bronx's strong history of top-tier guest service, superior employee involvement and growth, and outstanding financial performance.

PRIMARY FUNCTIONS:

  • Must be able to demonstrate warmth, kindness, empathy and friendliness
  • To serve our guests in a courteous and professional manner in accordance with Residence Inn standards.  To display assertive hospitality with our guests.  To take pride in all areas of service, quality, appearance, and cleanliness of self and hotel.
  • Overall responsibility for supervising all associates, supervisors and managers for the Housekeeping, Engineering, and Public Areas to ensure total guest satisfaction.

RESPONSIBILITIES:

  • Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations
  • The ability to perform all front office functions both quickly and efficiently along with functioning as a technical department resource and providing training to incumbents and new hires
  • Assist the General Manager in all areas to ensure smooth operations
  • Serve as an individual contributor and department role model by providing high-quality service and aggressive hospitality towards all guests
  • Provides information to managers, peers, subordinates and other departments
  • Responsible for the efficient and professional operation of all front office and hotel areas
  • Conduct day-to-day shift or oversee department operation
  • Initiate monthly meetings for your departments. Attend staff meetings, operations meetings, forecast/sales strategy meetings
  • Ensure all policies and procedures are in place and adhered to
  • Ensure hourly associates are trained on technical and service aspects of the job
  • Have control systems in place for controllable costs and labor in order to effectively meet budget guidelines
  • Work with department managers and supervisors to ensure that hourly associates clearly understand their job roles, responsibilities, and performance expectations
  • Address guest concerns, requests, or issues either individually or by enlisting the help of others (e.g., management and hourly associates)
  • Give constructive feedback to hourly, supervisory and management associates to assist them in their overall job performance
  • Collaborate with managers, supervisors and hourly associates to develop and carry-out ideas and procedures in order to continuously improve department performance around GuestVoice scores
  • Ensure that plans and actions are in place to meet department goals
  • Ensure that plans and actions to meet departmental goals are communicated, understood, and met by managers, supervisors and hourly associates
  • Ensure good communications between departments and the front office to better serve our guests
  • Responsible for hiring, training and development of all associates on work related concerns and issues to ensure satisfaction and productivity
  • Listen to hourly associates’ suggestions for improving how work is done and guests are served. Gain General Managers support as needed to act upon suggestions
  • Work with managers and supervisors to ensure that hourly associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory)
  • Enforce compliance with LSOP/SOP (e.g., safety, security, department-specific procedures such as check-ins)
  • Ensure recognition programs to recognize and celebrate hourly associate performance contributions are in place
  • Responsible for the development and carrying out of ideas and procedures to continuously improve department AOS scores
  • Responsible for ensuring the preparation and presentation of disciplinary action for hourly associates as needed
  • Preparation of work schedule for managers, supervisors and hourly associates
  • Train and develop managers, supervisors and hourly associates to the highest possible extent. Ensure daily
  • training is provided for technical, hospitality, communication, management and organizational skills
  • Recommend career development and advancement opportunities to managers, supervisor and hourly associates
  • Daily management and weekly preparation of departmental payroll of hourly associates and supervisors (e.g., accuracy, adjustments, and distribution)
  • Be informed about daily operations and events
  • Be highly visible during extraordinary events
  • Be familiar with sales strategies
  • Be familiar with the special requests of frequent guests and ensure their needs are met
  • Be familiar with cultural differences and know correct behavior, different protocols and etiquette for each culture

Report any unusual occurrences immediately to the General Manager

JOB REQUIREMENTS:

  • Ensure uniform and personal appearance are clean and professional
  • Regular attendance in conformance with hotel standards 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
  • Follow all company and safety and security policies and procedures
  • Maintain confidentiality of proprietary information
  • Ensure adherence to quality expectations and standards
  • Welcome and acknowledge all guests according to company standards
  • Anticipate and address guests’ service needs
  • Speak with others using clear and professional language
  • Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information
  • Ability to use a variety of computer applications and have basic computer knowledge of Microsoft Office/PMS
  • Have a professional attitude, enthusiasm, leadership ability, is a self-starter, and an excellent problem solver
  • Have excellent communication skills, top hospitality skills, good organizational skills, administrative skills, and time management skills
  • Effective conflict management and decision-making
  • Working knowledge of the facility, services and local area
  • Bachelor’s degree in tourism or hospitality management required. 
  • Two years prior management experience is required
  • Previous experience in customer service is an asset
  • Perform any duties as assigned by General Manager

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