Job Title: Operations Manager

Property: Residence Inn by Marriott – Horsham, PA
Department: Operations
Reports To: General Manager
FLSA Status: Non-Exempt
Job Code: 100256

Position Summary

The Operations Manager supports the General Manager in overseeing daily hotel operations to ensure the highest levels of guest satisfaction, team performance, and operational efficiency. This role is hands-on and cross-functional, assisting multiple departments including Front Office, Housekeeping, Food & Beverage, and Maintenance, as required by business needs.

The ideal candidate is a proactive leader who ensures smooth operations, maintains Marriott brand standards, and delivers exceptional service while effectively managing staff and daily workflow.

Key Responsibilities

Operational Leadership

• Supervise daily hotel operations across assigned departments, ensuring smooth coordination and adherence to Marriott brand and company standards.

• Support and motivate associates to deliver outstanding guest experiences.

• Assist in managing inventory, payroll, and department scheduling according to business forecasts and labor guidelines.

• Oversee guest service operations and ensure prompt resolution of guest concerns.

Guest Service & Quality

• Maintain a warm, professional, and service-oriented demeanor at all times.

• Ensure guest satisfaction through proactive communication, problem resolution, and follow-up.

• Oversee VIP and special guest requests and ensure personalized service delivery.

• Monitor guest feedback and implement corrective actions when needed.

Administrative & Financial

• Assist in preparing reports, maintaining accurate records, and monitoring departmental expenses.

• Support the preparation and reconciliation of daily financial transactions and deposits.

• Maintain compliance with company policies and Marriott audit standards.

Training & Team Development

• Participate in hiring, onboarding, and training of new associates.

• Provide coaching, guidance, and performance feedback to ensure consistent improvement.

• Foster teamwork and positive associate relations across departments.

Health, Safety & Compliance

• Maintain a safe and clean work environment in accordance with company and OSHA standards.

• Be familiar with emergency procedures and respond appropriately to incidents.

• Ensure all operational areas comply with Marriott brand standards and local regulations.

Other Responsibilities

• Attend department and management meetings as required.

• Assist other departments during peak times or staffing shortages.

• Perform additional duties as assigned by the General Manager.

Qualifications & Experience

• Minimum 2–3 years of progressive hotel operations or supervisory experience required.

• Previous Marriott or extended-stay hotel experience preferred.

• High School Diploma or equivalent required; hospitality-related degree preferred.

• Must possess a valid driver’s license.

• Strong communication, problem-solving, and decision-making skills.

• Proven ability to lead teams and manage multiple priorities in a fast-paced environment.

• Working knowledge of PMS systems (FOSSE or Opera), Lightspeed POS, and Microsoft Office.

Physical & Working Conditions

• Must be able to stand or walk for extended periods.

• Frequently required to lift and/or move up to 20 lbs.

• Regularly required to use hands for computer and office tasks.

• Work is primarily indoors but may involve occasional outdoor duties.

Additional Requirements

• Subject to criminal background check and motor vehicle report review.

• Must maintain a professional appearance and adhere to Marriott grooming standards.

• Maintain confidentiality of guest, associate, and company information.

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of duties, responsibilities, or qualifications. Management reserves the right to modify or change duties as business needs dictate.