Job Number ********
Job Category Rooms & Guest Services Operations
Location San Francisco Marriott Fisherman's Wharf, 1250 Columbus Avenue, San Francisco, California, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? Y
Position Type Management Additional Information: This hotel is owned and operated by an independent franchisee, Crestline Hotels & Resorts. 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. Job Description POSITION PURPOSE
The Operations Manager is responsible for providing an exceptional experience to every guest while maximizing hotel profitability. This position ensures plans, implements and controls effective departmental strategies that drive results in addition to leading, training, coaching, engaging and providing feedback to all operations staff and supervisors on a daily basis. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. SUPERVISORY RESPONSIBILITIES - If Applicable Participates in training new employees. Oversees the daily workflow of assigned employees. Provides constructive and timely performance feedback to employees. Participates in discipline of employees in accordance with company policy. Job Requirements Responsibilities: Understands and abides by all safety protocols. Willingly embrace last-minute changes in direction and unexpected changes in operational plan. Performs other duties as assigned. Maintains positive guest relations at all times. Create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues. Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed. Anticipate guests' and employees' needs and respond promptly. Promote positive guest relations at all times. Ensure that the guest experience is pleasant and positive from arrival through departure. Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies. Ensure all operations staff and supervisors are properly trained to standards and able to carry out the operations of each department. Work closely with department supervisors to develop them both personally and professionally. Ensure that all guest complaints regarding service and/or accommodations are investigated and resolved. Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted. Establish standards for personnel performance and customer service. Review work procedures and operational problems to determine ways to improve service, performance, cleanliness and safety. Assist the Assistant General Manager and General Manager with the following employee relations activities: organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance. Provide Leadership / Mentoring to operations staff. Maintain complete knowledge of all operations department policies/service procedures. Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements. Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies: Staffing - numbers, appearance, attitude Operational cleanliness and maintenance Service - appearance, merchandising, attitude General crispness, quality and consistency of operation Storage areas - organization, cleanliness, inventories and care of equipment Review and respond to daily operational demands as it relate to the hotel. Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts. Monitor security of public areas of the hotel. Establish par levels for supplies and equipment. Conduct pre-shift meeting to review information pertinent today's business. SKILLS AND ABILITIES Education/Experience High School Graduate or General Education Degree (GED): or 5 Years' Work Equivalent Bachelor's Degree preferred. Computer skills. Familiarity with Microsoft Office preferred. Certificates & Licenses: Responsible Alcohol Beverage Service Certification required. Food Handlers Certification (If applicable). SAFETY REQUIREMENTS
Crestline adheres to all federal, state, and local specific contagion prevention regulations. Use of personal protective equipment (PPE) is required while performing work duties as well as while in common hotel areas. PPE includes:
• Gloves
• Masks
• Use of partitions (where appropriate)
Position will be trained in the proper use and care of assigned PPE. Generally, the hotel provides all required PPE. This position is responsible for reporting defective, damaged, or lost PPE, or equipment that does not fit properly, to their manager. All employees will be trained on our contagion prevention procedures and must confirm receipt of learning. NOTICE:
The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, due to the nature of the hotel business, a service-centric atmosphere must always be projected. Pay and Benefits Salary Range: $73,000-$82,000
This company is an equal opportunity employer.
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