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Operations Manager Residence Inn Indianapolis Airport - MRT/1150097


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Ad number:#486352915
Contact:Marriott International
City:Bethesda, MD


Job Description

Peoplescout has been retained to manage the Talent Acquisition Manager search for Dimension Development

Many World Class Hospitality Management Companies have chosen to partner with PeopleScout as their Recruiting Service Provider to support their recruiting efforts. We pre-qualify applicants in order to provide the best quality candidates to the numerous Hospitality Companies who work with us nationwide.

Job Summary


The Operations Manager is responsible for providing an excellent experience to every guest while also maximizing hotel profitability. The Operations Manager is responsible for ensuring that all hotel operations are carried out professionally to standards, and at the highest level of service. The Operations Manager will achieve desired outcomes by planning, implementing and controlling effective departmental strategies that drive results and through assisting in the creation, development and maintenance of a competent, motivated and empowered operations staff. The Operations Manager will effectively lead, train, coach, motivate, engage and provide feedback to all operations staff and supervisors on a daily basis.

ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.)

· 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 SALT 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.

· Hold staff accountable for established standards of performance and customer service.

· Review work procedures and operational problems to determine ways to improve service, performance, cleanliness and safety.

· 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 relates to the hotel.

· Monitor security of public areas of the hotel.

· Conduct pre-shift meeting to review information pertinent to the day’s business.



Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all associates are required to fully comply with Hospitality Ventures rules and regulations for the safe and effective operation of the hotel’s facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.


In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

Professionally represent the hotel within assigned area at industry events, trade shows and marketing meetings as needed/required.

Provide constructive feedback to hotel sales and marketing staff in the hotel.

Be a leader and role model to all associates.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

· Previous Management or Supervisory experience required in a full-service hotel. Excellent computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems, ie, Micros, OnQ is preferred.

· Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate

well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.




Bachelor’s Degree required, preferably in Hospitality Management or related field preferred, or equivalent education/experience required.


Previous Management or Supervisory experience required. Excellent computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems, ie, Micros, OnQ is preferred.


To submit your application for this job, please go to:

PeopleScout, is the Recruiting Services Provider for World Class Hospitality Companies


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