Hozpitality - Operations Manager

Job Number 24059900
Job Category Sales & Marketing
Location CEC Cork, MacCurtain Street, Cork, Cork, Ireland VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management Reporting to the General Manager, the overall goal of this position is to provide leadership, development, and support for our 5 Assistant Managers (Associate Services) and related departments if and as directed. To be familiar and well educated in all areas of the operation and prepared to resolve any questions/issues that arise in the absence of the General Manager. In addition, to ensure quality service is being offered to the guests, hotels, and associates. Primary Duties

• Manages and directs Assistant Managers, Associate Services and other associates in accordance with company policies and budgeted parameters.
• Manages and directs associate in support departments (e.g. Site Support) as directed in accordance with company policies and budgeted parameters.
• To maintain a tradition and attitude of providing excellent service to all customers and associates in the Marriott Customer Engagement Centre (CEC) which will, in turn, support their efforts to provide excellent customer service to customers and to other associates of the Marriott CEC.
• To understand the CEC as a business and the requirements of the operation to maintain the service and the quality levels the Centre has set for itself.
• Act as liaison with other centers in regard to training and business operation.
• Acts in an advisory capacity to support departments. May act as liaison to other departments, representing the Core Services department point of view.
• To use Current Best Methods, Marriott International Standard Operating Procedures, and any Local Standard Operating Policies and Procedures as a guide to the standards and practices which are to be followed by all associates in the Core Services Department. Ensure that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be insured.
• Maintain a competent work force through the application of personnel practices of guaranteed fair treatment, which may involve performance evaluations, discipline, and associate motivation, training, problem solving, and termination.
• Conducts interviews and makes hiring decisions for department hourly and non-hourly level positions.
• Facilitate administration of ongoing department activities, completing and assisting in approving LOAs, attendance tracking, and overtime requirements.
• Prepare and present (in a timely manner) performance appraisals for all associates directly reporting to this position.
• Seek awareness of and communicate operation changes/Marriott promotions/any other issues to all hourly and management associates.
• Develop plans and actions to execute against department and total operation initiatives. Meet deadlines and action steps related to any new initiatives.
• Resolve customer complaints and ensured that follow-up action steps are taken if necessary.
• Be aware of existing accident prevention and safe work practice programs in the CEC, work in a manner free from unsafe acts, and create a safe environment in which others may work.
• To act independently to analyze problems and to formulate plans to overcome challenges to get work done, quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate course of action based on the parameters of the situation at hand, while using problem solving tools.
• To respond sensitively to the needs and feelings of others, regardless of status or position, to accept interpersonal differences and to maintain rapport.
• Serve as otherwise directed or needed to help maintain the effective and efficient operation of the CEC. This assignment shall be at the discretion of the General Manager.
• Be flexible and able to work based on the needs of the business. This includes PM and AM shifts.

Managerial Skill Requirements

• Able to function in a fast-paced environment, handling multiple priorities simultaneously. Able to deal with situations of a dynamic nature, such as modifying plans/actions/decisions under constantly changing circumstances.
• Able to provide clear direction and priorities in day-to-day contact with individuals, as well as with a group of people.
• Able to clearly express oneself verbally in the English language, using proper grammar, vocabulary, eye contact, and voice inflection with all associates and customers.
• Ability to clearly and effectively express oneself through written means; to properly use such technical factors as grammar, punctuation, broad vocabulary, and correct spelling. Ability to prepare business letters, memoranda, and reports.
• Ability to effectively present information in front of a group of people.
• Prior experience providing direction and defining priorities to deal with problems involving several concrete variables.
• Demonstrated professional growth in previous positions.
• Maintain a professional appearance with an outgoing, people-oriented personality. Convey an attitude of pride in working for Marriott International. Constantly willing to assist others.
• Willingness to take a leadership role with associates by stepping forward and addressing difficult issues.
• Take ownership for supervising, leading and gaining support and commitment from others in order to build an effective team committed to organizational goals.

Technical Skill Requirements

• Working knowledge (advanced level) and ability to operate within Microsoft software programs.
• Minimum one year experience facilitating large groups in business environment.

Previous Position/Academic Requirements

• 4 year College Degree preferred
• Minimum of 12 months management experience, preferably in a customer service or sales environment.
• Prior budgeting experience a plus.

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