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Job Number 23015485

Job Category Rooms & Guest Services Operations

Location Residence Inn Portsmouth Downtown/Waterfront, 100 Deer Street, Portsmouth, New Hampshire, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Colwen Management. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

We are seeking an experienced and detail oriented Operations Manager to join our team. In this role, you will be responsible for the day-to-day operations of front office and housekeeping teams, with a focus on guest and associate satisfaction. To be successful in this position you should have passion for delivering a superior service experience, and developing our associates.

GENERAL RESPONSIBILITIES:

• Train and support all associates and ensure performance in accordance with established hotel brand/Colwen standards

• Ongoing review of staff to ensure adherence to established policies and procedures

• Conduct monthly reward and recognition meeting /celebrate hotel and associate achievements

• Establish and maintain open collaborative relationships with direct reports, team members

• Compliance with Federal & State Labor laws

• Respond to inquiries concerning hotel policies and service

• Receive and process advance registration payments

• Send letter of confirmation/return checks when registration denied

• Greet VIP’s when applicable

• Arrange for special services as requested

• Enforce all cash handling, check cashing and credit policies

• Verify banks and deposits at end of shift

• Analyze rate variance, monitor credit report and maintain close watch on daily house count

• Review daily front office work and reports generated by Night Audit

• Tour public rooms, investigate disturbances

• Active participation in budgeting and forecasting to maximize hotel revenue and profits

• Ongoing financial reports review to analyze budget, revenue and profitability targets and take action as needed

• Identify areas of concern and develop strategies to improve performance

• Coach and support hotel team to effectively manage occupancy, rates, wages and controllable expenses

• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results

• Balance cost controls with exceptional customer service and associate satisfaction

Colwen Hotels offers a comprehensive rewards and compensation package for eligible associates that includes:

• Opportunities for advancement and career growth

• Warm and supportive work environment

• Competitive Wages

• Medical, Dental and Vision Insurance

• Company-funded Health Reimbursement Account

• Flex Spending Account

• Voluntary Life Insurance

• Short Term and Long Term Disability

• 401(k) retirement plan with Employer Match after one year of employment

• Paid Time off Programs

• Holiday Pay

• Jury Duty Leave and Bereavement Leave

• Hotel Discounts

JOB REQUIREMENTS

• Two year college degree or equivalent hospitality experience preferred

• At least one year hotel supervisory experience

• At least one year housekeeping experience, supervisory preferred

• Excellent verbal and written communication skills

• Reliable with ability to multi-task and work under pressure

• Excellent interpersonal and customer service skills

This company is an equal opportunity employer.

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