Operations Manager (Front Desk)

Residence Inn by Marriott is a prominent brand within Marriott International, a global leader in the hospitality industry known for its commitment to exceptional service and innovative guest experiences. Residence Inn specializes in providing long-stay accommodations with spacious suites equipped with full kitchens designed to make guests feel at home even during extended travel. The brand caters to business and leisure travelers who seek comfort, convenience, and high-quality service during their stays. Marriott International fosters a diverse and inclusive workplace culture that values the unique backgrounds, talents, and experiences of its associates. The company is committed to equal employment opportunities and non-discrimination, ensuring all employees have access to growth and success within the organization.

The Operations Manager at Front Desk is a vital management position within the hotel operations, specifically aligned with Rooms and Guest Services Operations. This full-time role is based at Residence Inn's location in Chicago, Illinois, and offers an hourly wage ranging from $28.35 to $37.50, with eligibility for bonuses. The Operations Manager plays a key role in supporting the execution and management of multiple hotel operational departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. The primary focus of this role is to maximize guest and employee satisfaction while optimizing the financial performance of the departments under their oversight.

Responsibilities include leading and motivating teams to achieve property goals, ensuring adherence to operational standards and procedures, and fostering a culture of professionalism, energy, and enthusiasm. The Operations Manager supports the translation of organizational goals into actionable plans that enhance guest tracking and improve productivity. By understanding guest and employee satisfaction metrics, the manager communicates effective strategies to address areas needing improvement and build on strengths. This role involves hands-on involvement in scheduling, performing hourly job functions as necessary, and leading by example to inspire the team to exceed expectations.

The position requires a deep commitment to excellent customer service and proactive problem-solving to handle guest concerns promptly and courteously. The Operations Manager ensures that hospitality standards are consistently met or exceeded by all team members. Additionally, they assist in managing the property's profitability by participating in annual quality audits and maintaining key control programs. A comprehensive understanding of financial statements, sales, and activity reports is essential to support informed decision-making.

Human resources activities are a critical component of the Operations Manager's responsibilities. This includes interviewing candidates, assisting in hiring decisions, facilitating thorough orientations for new team members, and conducting semiannual one-on-one staff meetings to promote individual development and team cohesion.

Working at Residence Inn offers associates the opportunity to thrive in a collaborative and supportive environment known for its legendary service culture. Employees are encouraged to bring their best selves to work, pursue purposeful careers, and belong to a global team that values diverse contributions and professional growth. The role is ideal for individuals passionate about hospitality and leadership, looking to make a meaningful impact in a dynamic hotel setting while benefiting from comprehensive employee support programs and career advancement opportunities.