Job Description

Operations Manager

Four Points by Sheraton, Scotts Valley, CA

Full-Time | Hourly, Non-Exempt

Position Summary:

The Operations Supervisor is responsible for overseeing the daily operations of the Front Office and Food & Beverage (F&B) departments at the Four Points by Sheraton, Scotts Valley. This position ensures exceptional guest service, operational efficiency, and financial performance while maintaining Marriott brand standards. The Operations Supervisor serves as a key leader within the hotel, directly working alongside department managers and line-level team members, ensuring strong communication, teamwork, and service excellence across departments.

Essential Duties and Responsibilities:Leadership & Supervision

Oversee daily operations of the Front Desk and F&B departments including the bar and restaurant service. Act as Supervisor on Duty (SOD) as scheduled, ensuring smooth operations and quick resolution of guest and associate concerns. Provide ongoing leadership, coaching, and direction to team members to foster a positive, service-oriented work environment. Participate in and lead departmental meetings, pre-shifts, and hotel-wide initiatives. Ensure compliance with all Marriott brand standards, health and safety regulations, and local labor laws.

Guest Service & Quality Assurance

Respond to and resolve guest complaints and online reviews (GSS, GXP, TripAdvisor, Google, etc.) in a professional, timely, and empathetic manner. Monitor guest satisfaction scores and implement action plans to continuously improve service delivery. Promote guest engagement and brand loyalty through exceptional service and Marriott Bonvoy program knowledge.

Operational & Financial Management

Monitor and manage department budgets, payroll, and expenses to meet or exceed financial goals. Approve and review semi-monthly payroll for all direct reports, ensuring accuracy and compliance. Complete ordering and inventory management for all F&B supplies, beverages, and Front Office materials. Ensure proper cash handling, deposits, and credit card compliance procedures are followed. Review daily reports including room revenue, occupancy, labor costs, and F&B sales. Participate in forecasting, cost control, and monthly financial reviews.

Human Resources & Staffing

Recruit, interview, hire, train, and onboard new team members for both Front Desk and F&B departments. Conduct regular performance evaluations, counseling, and documentation as needed. Administer disciplinary actions and terminations in coordination with HR and General Manager. Schedule staff effectively to meet operational needs while maintaining labor efficiency. Promote safety awareness and ensure all associates follow established safety protocols.

Operational Coverage

Be available to cover Front Desk or F&B shifts as needed, including opening, mid, and closing shifts. Support Night Audit when necessary to ensure accurate nightly balancing and reporting. Step in during peak periods, staff shortages, or emergencies to maintain service standards.

Qualifications:

Minimum 2 years of hotel operations experience, preferably in both Front Office and F&B supervision or management. Prior experience with Marriott systems (Light Speed, MARSHA, Micros) strongly preferred. Proven ability to lead, motivate, and develop teams in a fast-paced hospitality environment. Excellent communication, problem-solving, and organizational skills. Strong financial acumen and understanding of P&L management, labor controls, and cost containment. Flexible schedule required, including weekends, holidays, and evenings as necessary. Bachelor's degree in Hospitality Management or related field preferred.

Physical Requirements:

Must be able to stand, walk, and move continuously for extended periods. Ability to lift and/or carry up to 50 pounds. May be required to bend, reach, and perform repetitive tasks as part of daily operations.

Compensation & Benefits:

Competitive rates commensurate with experience. Health, dental, and vision insurance. 401k & Roth IRA Paid time off and Marriott travel discounts.
This job description is not intended to be all-inclusive. The Operations Supervisor may perform other duties as assigned by the General Manager or Corporate Leadership to ensure the efficient and effective operation of the hotel.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Health insurance Paid time off Paid training Vision insurance
Work Location: In person