USA-California-Buena Park-Courtyard Anaheim Buena Park
Organization
:
Courtyard
Position Type
:
Management
Schedule
:
Full-time
Relocation?
:
No
With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World™ at Courtyard by Marriott.
Hotel operations management generalist position that supports Front Desk, Housekeeping, and/or Food and Beverage. Understands brand standards and operations requirements for performance in each of the assigned discipline areas. Assists in coordinates labor scheduling and leading shifts across discipline area depending on property need. Works with associates to carry out guest arrival and departure procedures, and supports operational needs of Restaurant, Bar, and other Food and Beverage Outlets. Completes guest room inspections and provides operational feedback to employees who work front desk and food and beverage outlets. Assists in supporting compliance with brand standards and legal obligations. Assists in coordinating daily stand-up meetings, pre-shift meetings and pre and post-meal briefings. Communicates performance expectations and trains staff in processes.
Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest and associate satisfaction and maximize financial performance
Assisting in Management of Front Desk and Housekeeping
·
Leads daily Front Desk and Housekeeping shift operations.
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Assists in supervising an effective inspection program for all guestrooms and public space.
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Attends all pertinent meetings (e.g., Staff, Forecast, Pre-Cons, Department).
·
Encourages and builds mutual trust, respect, and cooperation among team members.
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Ensures knowledge and understanding of OSHA regulations are up to date.
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Handles associate questions and concerns.
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Oversees all lost and found procedures.
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Performs all duties at the Front Desk as necessary.
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Serves as a role model to demonstrate appropriate behaviors.
·
Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
·
Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
·
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
·
Understands associate positions well enough to perform duties in associates' absence.
·
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Assisting in Management of Food and Beverage Operations Activities associated with Restaurant, Bar/Lounge, and other Food and Beverage Outlets on an as needed basis
·
Opens and closes restaurant, bar, or food and beverage outlet shifts.
·
Supervises operations for all related areas in the absence of Director or Manager.
·
Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
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Adheres to and reinforces all standards, policies, and procedures (PPM, Core Deliverables, SOPs, LSOPs, etc.).
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Assists floor staff during busy periods.
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Applies and continually broadens knowledge of food and wine trends.
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Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.
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Ensures compliance with all Bar/Lounge and restaurant policies, standards and procedures.
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Implements agreed upon beverage policy and procedures throughout the hotel.
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Maintains food handling, sanitation and cleanliness standards.
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Maintains standards for bartender and cocktail service.
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Monitors departmental inventories and assets including par levels and maintenance of equipment.
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Orders supplies for the department (e.g., china, glass, silver, buffet equipment, and other service equipment needs).
·
Monitors and enforces compliance with all local, state and Federal beverage and liquor laws.
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Manages to achieve or exceed budgeted goals.
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Motivates and encourages staff to solve guest and associate related concerns.
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Operates all department equipment as necessary.
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Performs all duties of restaurant associates and related departments as necessary.
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Reports malfunctions in department equipment.
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Reviews the Diary weekly to ensure space maximization.
·
Trains staff on cash handling, credit policies and procedures, and liquor control policies and procedures.
·
Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.
·
Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Pre-Cons, Staff, Forecast, Department and Intradepartmental).
Executing Against Department Performance and Budgetary Goals
·
Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
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Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
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Supports management of departmental inventories and assets including par levels according to budget and business levels.
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Manages to achieve or exceed budgeted goals.
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Responsible for daily and cumulative financial performance.
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Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
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Understands the impact of Operations on the overall hotel financial goals and objectives.
·
Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Operations departments and teams.
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Verifies accuracy of room rates to maximize revenue opportunities
·
Works effectively with the Engineering department on guest room and restaurant space maintenance needs.
Leading Teams in Day-to-Day Activities Holding Teams to High Work Standards while Modeling those Standards
·
Ensures knowledge and understanding of OSHA regulations are up to date.
·
Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
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Sets a positive example for guest relations, emphasizes guest satisfaction during all meetings, and focuses on continuous improvement.
·
Empowers associates to provide excellent customer service.
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Interacts with customers to obtain feedback on product quality and service levels.
·
Observes service behaviors of associates and provides feedback to individuals.
·
Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.
·
Participates in the development and implementation of corrective action plans.
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Provides feedback to associates based on observation of service behaviors.
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Provides proactive coaching and counseling to team members.
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Responds quickly and proactively to employee’s concerns.
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Responds to and handles guest problems and complaints.
·
Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
Providing Exceptional Customer Service
·
Assists in the review of comment cards and guest satisfaction results with associates.
·
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use.
·
Encourages associates to provide excellent customer service within guidelines.
·
Handles guest problems and complaints, seeking assistance from supervisor as necessary.
·
Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
·
Meets and greets guests.
·
Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
·
Operates all department equipment as necessary and reporting malfunctions.
·
Participates as needed in the investigation of associate and guest accidents.
·
Runs and reviews critical information contained in room operations reports.
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Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
·
Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
·
Understands night audit procedures and being able to comprehend and utilize reports as necessary.
Assisting in Human Resource Activities
·
Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
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Participates in an ongoing associate recognition program.
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Participates in the associate performance appraisal process, assisting with the completion of annual performance reviews.
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Supports training when appropriate.
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Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.
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Assists more senior managers in establishing guidelines so associates understand job expectations and parameters.
·
Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
·
Observes service behaviors of associates and provides feedback to individuals.
·
Reviews comment cards and guest satisfaction results with associates.
·
Schedules associates to ensure shift coverage and meet business demands and productivity goals.
·
Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
Additional Responsibilities as Assigned
·
Analyzes information and evaluating results to choose the best solution and solve problems.
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Complies with all corporate accounting procedures and loss prevention policies and procedures.
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Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
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Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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Performs additional duties, departmental and/or total hotel related, as assigned and requested.
Education and Experience
·
High school diploma or GED or 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. Two years of prior experience in food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
·
If no standard educational background, at least 3 years of experience in two of the following areas of hospitality to include food and beverage, culinary, guest services, front desk, housekeeping, or related professional area.
Technical Knowledge and Skills Demonstrated on the Job
(preferred but not required upon entry)
·
Running a shift, scheduling, Performance Manage LPP's, Problem Solving, Running Day-to-Day Operation, Hospitality Skills.
Certifications Earned on the Job
(preferred but not required upon entry)
·
Food Safety Certification (Required One of the following: National Registry of Food Service Professionals, ServSafe, Prometric, CRFA-NFSTP (
Canada
only)
·
Local certification as appropriate (F&B - Local)
·
Food Certification based on jurisdiction
·
TIPS Certification
·
BarArts Certification (Internal)
·
Beverage Certification (Internal)
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Job Posting
:
Apr 9, 2012, 11:35:45 AM
Marriott - 13 months ago
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