Operations Manager
Location: Fairfield by Marriott Niagara Falls
Reports To: Area General Manager
Position Summary
The Hotel Manager is responsible for the day-to-day operation of the Fairfield by Marriott Niagara Falls, ensuring exceptional guest experiences while maintaining Marriott brand standards and achieving operational and financial objectives. Reporting directly to the Area General Manager, this role provides leadership to all operational departments, with a primary focus on Front Office, Housekeeping, Breakfast Operations, guest satisfaction, Marriott Bonvoy enrollment, and brand compliance.
The Hotel Manager serves as the operational leader of the hotel and is responsible for creating an environment where associates are engaged, guests receive exceptional service, and operational goals are consistently achieved. Working closely with the Area General Manager, this role executes strategic initiatives, drives performance, develops associates, and ensures the hotel operates in full compliance with Marriott brand standards and company policies.
Key ResponsibilitiesOperations
- Oversee the daily operation of the hotel to ensure a seamless guest experience.
- Serve as the primary on-site operational leader, ensuring the smooth and efficient operation of the hotel.
- Ensure all departments operate efficiently and collaboratively while maintaining high service standards.
- Act as Manager on Duty as required and respond promptly to guest concerns and operational issues.
- Monitor staffing levels, scheduling, and labour productivity to meet business demands.
- Conduct daily hotel walkthroughs to ensure cleanliness, maintenance, safety, and presentation standards are consistently maintained.
- Ensure all Marriott brand standards, operating procedures, and company policies are followed at all times.
- Execute operational strategies established by the Area General Manager.
- Assume responsibility for the hotel in the absence of the Area General Manager, ensuring continuity of operations and service.
- Collaborate with the Area General Manager on budgeting, staffing, capital projects, and continuous improvement initiatives.
Guest Experience
- Lead the hotel's efforts to achieve and exceed Marriott Guest Service Score (GSS) targets.
- Monitor guest feedback through Marriott systems, online reviews, and direct guest interactions.
- Resolve guest concerns professionally and efficiently while empowering associates to deliver exceptional service recovery.
- Develop and implement action plans to improve guest satisfaction and address recurring issues.
- Promote a guest-first culture throughout the hotel.
Marriott Bonvoy
- Drive Marriott Bonvoy enrollment initiatives and ensure enrollment goals are consistently achieved.
- Coach and mentor Front Desk associates on the value of Marriott Bonvoy and effective enrollment techniques.
- Monitor enrollment performance and provide regular coaching, accountability, and recognition.
- Ensure Elite Member recognition standards are consistently delivered.
Brand Standards & Compliance
- Ensure full compliance with all Marriott brand standards, operating procedures, and audit requirements.
- Lead hotel readiness for Marriott Brand Standard Audits and implement corrective action plans as required.
- Ensure cleanliness, maintenance, safety, and presentation standards consistently meet or exceed Marriott expectations.
- Ensure all required Marriott training is completed and maintained by associates.
Leadership & Team Development
- Recruit, train, coach, and develop associates to build a high-performing team.
- Conduct regular coaching sessions, performance reviews, and ongoing development conversations.
- Foster a culture of accountability, teamwork, recognition, and continuous improvement.
- Lead daily stand-up meetings and communicate hotel priorities effectively.
- Address performance concerns promptly while recognizing and celebrating outstanding performance.
Financial & Administrative Responsibilities
- Assist the Area General Manager in managing departmental budgets, labour costs, and operating expenses.
- Monitor payroll and scheduling to ensure labour targets are achieved.
- Control operating expenses while maintaining exceptional guest service.
- Ensure operational reports, shift documentation, and financial procedures are completed accurately.
- Support inventory management, purchasing, and cost control initiatives.
Health, Safety & Security
- Ensure compliance with all health and safety legislation and company policies.
- Promote a safe working environment for guests and associates.
- Respond appropriately to emergency situations and security incidents.
- Ensure security procedures and loss prevention standards are followed.
Key Performance Indicators (KPIs)
Performance will be measured by, but not limited to:
- Achievement of Marriott Guest Service Score (GSS) goals
- Marriott Bonvoy enrollment performance
- Marriott Brand Standard Audit (BSA) results
- Guest satisfaction and online reputation scores
- Associate engagement and retention
- Labour cost management
- Operational efficiency
- Quality assurance and cleanliness standards
- Effective resolution of guest concerns
Qualifications
- Minimum of three years of progressive hotel leadership experience, preferably with Marriott or another nationally recognized hotel brand.
- Strong understanding of Front Office, Housekeeping, Guest Services, and hotel operations.
- Marriott systems experience is considered a strong asset.
- Proven leadership, coaching, and team development abilities.
- Excellent communication, organizational, and problem-solving skills.
- Strong financial awareness with experience managing labour and operating expenses.
- Proficiency with Microsoft Office and hotel property management systems.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Work Schedule
This is a hands-on operational leadership position that requires a strong presence during the hotel's busiest periods. The Hotel Manager is expected to work the majority of weekends, holidays, and peak occupancy periods to provide leadership and support to the operation.
Typical days off for this position are:
- Monday and Tuesday, or
- Tuesday and Wednesday.
Schedules may be adjusted based on business demands, staffing requirements, special events, or operational needs
Pay: $45,000.00-$60,000.00 per year
Benefits:
Work Location: In person
