Core Services Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Core Services Manager

Job Number 23014225
Job Category Reservations
Location CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Job Summary

The Core Services Manager provides direction and support to a team of 25-35 Customer Care Sales Specialists. They manage the daily operations of the Reservation Sales Department. They strive to ensure guest and associate satisfaction and that the operation is successful in meeting its goals and operating budget. As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department objectives. Generally works under close supervision or within well-established guidelines to complete routine tasks. Responsible for selection, supervision and development of staff in accordance with company policies and procedures.

Specific Responsibilities

• Facilitates associate progressive discipline procedures. Ensures center policies are administered fairly and consistently. Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOP's). Supports Marriott's Guarantee of Fair Treatment and the Peer Review Process
• Acts as the Manager on Duty for the entire Center. Coordinates downage procedures, emergency plans, associate safety and incident documentation.
• Researches and processes all required operational reports and paperwork.
• Manages the daily operations of the Reservation Sales Department.
• Manages all areas of the Reservations Center in the absence of the Director of Sales Operations.
• Operates all systems and reports malfunctions, password/login violations, and updates security administration.
• Participates and/or facilitates in departmental, cross functional and projects/committee.
• Analyzes performance reports and daily statistics against established goals.
• Reviews monitoring results with associates.
• Effectively responds to and resolves issues and complaints. Ensures expectations and parameters are understood.
• Emphasizes customer satisfaction during all interactions, focusing on continuous improvement.
• Research, analyze, amend and monitor associate adherence to achieve staffing accuracy and established call handling goals.

• Implements performance driven strategies and introduces business initiatives to accomplish established goals. Communicates performance expectations in accordance with job descriptions for each position
• Reviews monitoring results with associates. Participates in the development and implementation of corrective action plans.
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations. Uses all available on-the-job training tools for associates; administers on-going training initiatives and conducts training when appropriate.
• Facilitates the associate performance appraisal process, providing feedback and supporting continued success. Provides direction and support to Identify associate career opportunities
• Manages the department's controllable expenses to achieve or exceed budgeted goals. Manages department's operations and budgetary performance to achieve or exceed Center financial goals and objectives
• Creates and implements incentives to encourage strong performance and continued improvement of team members
• *Each manager is expected to carry out all reasonable requests by management which the manager is capable of performing.

Job Specifications

• Exhibits outstanding hospitality skills. Focuses on the customer. Meets customer needs by developing and maintaining relationship with both internal and external customers and by promoting a customer orientation within the organization.
• Proven written and oral communication skills, as well as good listening skills. Ensures that regular on-going communication is happening with associates to create awareness of business objectives, communicates expectations, and produces desired results.
• Comprehends budgets and operating statements to assist in the financial performance of department.
• Demonstrates a depth of knowledge in technical or specialized areas such as MERLIN, MARSHA, IEX or other computer systems.
• Change Agent. Manages, supports and initiates change with the organization by taking steps to remove barriers or to accelerate the pace of change. Utilizes principles of Interaction Management and Total Quality Management.
• Strong organizational skills and ability to meet deadlines. Manages work execution to ensure that work is completed effectively. Monitors progress of work against schedules and budgets.
• Proven leadership skills. Steps forward to address difficult issues and guide others toward the accomplishment of identified, meaningful goals.
• Open Communications. Establishes and maintains open, collaborative relationships with associates and encourages associates do the same within the Center. Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the Director of Sales Operations and Human Resources.
• Good organizational learner. Actively pursues learning and self-development to enhance professional and unit growth, sharing learning.
• Ability to work a flexible schedule.

Minimum Qualifications

• Six months managing (i.e. issuing reviews, disciplinary actions or in a decision-making role) a staff. A staff is defined as overseeing one or more people or a minimum of 48 successfully completed college credit hours at an accredited college/university or certification in a related field. Must list college and number of credits if no degree has been achieved.
• Must not have received a written warning in the last six months.
• No more than five occurrences/no more than two notifications currently on file.

Candidate Profile

Education and Experience

• High school diploma or GED; no work experience required; or,
• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?