Operations Manager at Fairfield by Marriott Luquillo Beach

Operations Manager at Fairfield by Marriott Luquillo Beach

Position Overview:

The Operations Manager reports directly to the General Manager and leads the day-to-day operations and operational performance of Fairfield by Marriott Luquillo Beach. The position oversees Housekeeping, Front Office, Engineering and Food & Beverage, providing direction to the managers, supervisors, leads and team members assigned to these areas, according to the hotel’s organizational structure.

The Operations Manager is accountable for service quality, departmental performance, staffing productivity, cost management, operational controls, property readiness and a safe, respectful work environment. The role translates hotel objectives into departmental plans, establishes priorities, allocates approved resources, evaluates results and ensures timely follow-through on operational needs and corrective actions.

The position works closely with the General Manager, Finance, Sales, Revenue Management and Human Relations to improve guest satisfaction, financial performance, team member development and compliance with Fairfield, Marriott and Company standards.

The Operations Manager maintains a visible, hands-on leadership presence throughout the hotel, coaches departmental leaders and provides direct supervision and operational support where needed. The position serves as Manager on Duty or the General Manager’s designated operational representative when assigned, exercising judgment within approved budgets, Company policies and delegated authority.

About PRISA Hospitality

PRISA Hospitality is a leading hospitality management company based in Puerto Rico, specializing in hotel, food and beverage and entertainment centers. Our team of professionals is committed to maximizing the performance and potential of every property under management, with a relentless focus on driving revenue and optimizing profitability.

PRISA Hospitality is the hospitality management arm of PRISA Group, a family-owned, Puerto Rico-based builder, developer, investor and operator of green residential communities, luxury and premium hospitality projects and entertainment venues.

PRISA Group has overseen the development and construction of nearly $2.9 billion in real estate projects in Puerto Rico and Florida in the hospitality, entertainment, commercial, healthcare, education and residential segments over the last 40 years. The firm has delivered over 3,000 residential units and 1,450 hotel rooms.

PRISA Hospitality currently manages the DISTRITO T-Mobile entertainment complex, Aloft San Juan, Hyatt Place Manatí, Hyatt Place Bayamón, Fairfield By Marriott Luquillo Beach, Hampton & Homewood Suites by Hilton San Juan and Barullo Taberna Española.

At PRISA Group we believe that our people are our greatest asset. We foster a culture of accountability, collaboration, service excellence, and professional growth, creating an environment where team members feel valued and empowered. For more information, please visit www.prisagroup.com.

Principal Responsibilities

· Hotel Operations Leadership

· Direct and integrate Front Office, Housekeeping, Engineering and Food & Beverage operations, establishing departmental objectives, performance expectations, work plans and follow-up routines.

· Lead operations through the managers, supervisors, leads and team members assigned to each area, consistent with the hotel’s organizational structure; provide direct oversight where a designated departmental leader is not in place.

· Lead regular operations meetings and review departmental line-ups, staffing plans and shift handoffs to ensure clear priorities, timely decisions and cross-department accountability.

· Oversee operating schedules, management coverage and deployment of approved resources based on occupancy, arrival patterns, group business, events and service demands.

· Conduct property rounds, review operating reports and resolve recurring service, productivity and coordination issues through documented action plans with assigned responsibilities and deadlines.

· Keep the General Manager informed of performance, significant incidents, financial variances and resource needs; recommend operating improvements and implement approved Company initiatives.

· Guest Experience and Brand Performance

· Lead operational follow-through on guest satisfaction results, complaints, online reputation trends and service-recovery performance; work with departmental leaders and teams to address root causes and verify improvements.

· Ensure consistent Fairfield and Marriott service, cleanliness and presentation standards and appropriate recognition of Marriott Bonvoy members.

· Resolve significant guest concerns and authorize service-recovery measures within approved limits; protect guest privacy, accessibility needs, personal belongings and confidential information.

· Lead operational preparation for brand reviews, quality audits and ownership inspections; assign corrective actions and verify timely completion.

· Front Office and Rooms Performance

· Lead and oversee the Front Office team in delivering efficient reservations, arrival, departure, cashiering, Night Audit and guest-service operations.

· Oversee room inventory controls, room assignments, room moves, extensions, no-shows and oversell management; coordinate decisions with Revenue Management and the General Manager as needed.

· Ensure accurate room-status reconciliation and effective coordination among Front Office, Housekeeping and Engineering to maximize room readiness and minimize out-of-order inventory.

· Ensure Front Office leaders and team members follow established payment controls, guest identity verification procedures, key-security practices, recordkeeping requirements and shift-handoff procedures.

· Housekeeping, Laundry and Public Areas

· Lead and oversee the Housekeeping team in maintaining guestrooms, laundry areas, public areas and applicable pool areas to established cleanliness, safety and presentation standards.

· Review cleaning and inspection programs, staffing productivity, linen usage, supply consumption and service response times; establish corrective plans for recurring deficiencies.

· Conduct and review room and public-area inspections, verify readiness for arrivals and groups, and coordinate priorities for deep cleaning, repairs and preventive maintenance.

· Oversee linen and amenity inventories, stock levels, loss controls and approved replenishment practices while protecting service quality and cost objectives.

· Engineering and Asset Preservation

· Lead and oversee the Engineering team in implementing preventive maintenance, work-order response, equipment reliability and property upkeep programs.

· Prioritize repairs and equipment downtime in coordination with hotel departments; monitor completion, room availability and guest-service impacts.

· Review maintenance records, recurring failures, utility usage and vendor performance; recommend repairs, energy-saving measures and replacement priorities.

· Coordinate with the General Manager and Finance on capital requests, approved projects, warranties and contractor services; monitor scope, schedules, costs and operational readiness within delegated authority.

· Ensure work requiring specialized expertise is referred to appropriately qualified personnel or approved service providers.

· Food and Beverage Operations

· Lead and oversee the Food & Beverage team in delivering consistent service, product quality and operational performance across hotel-operated outlets, bars, breakfast service, meetings and events, as applicable.

· Review outlet and event readiness, staffing, service execution and guest feedback; ensure coordination with Sales, Front Office, Housekeeping and Engineering.

· Monitor food and beverage costs, purchasing, inventory, waste, cash and point-of-sale controls; implement documented action plans for material variances and losses.

· Ensure implementation of food safety, sanitation and responsible alcohol-service procedures and completion of relevant training and corrective actions.

· Oversee execution of approved event requirements and banquet event orders, where applicable, confirming staffing, setup, service timing and post-event follow-up.

· Financial Performance and Operating Controls

· Work with the General Manager and Finance to prepare departmental operating budgets, staffing plans and forecasts; lead operational execution against approved financial targets.

· Review labor costs, overtime, productivity, departmental expenses and purchasing with the appropriate departmental leaders and team members; authorize transactions within assigned limits and implement corrective measures for unfavorable variances.

· Analyze occupancy, average daily rate (ADR), revenue per available room (RevPAR), room readiness, outlet revenue, guest satisfaction and other relevant operating indicators to identify improvement opportunities.

· Ensure assigned leaders and team members follow established procedures for cash handling, deposits, refunds, adjustments, inventory records, reconciliations and supporting documentation.

· Ensure purchasing, receiving, vendor coordination and stock management follow approved controls; safeguard Company assets and report suspected irregularities promptly.

· Present operating results, financial explanations and improvement plans to the General Manager, with clear responsibilities, deadlines and follow-up.

· Sales, Revenue and Event Coordination

· Work with Sales and Revenue Management to align staffing, room inventory, outlet readiness and service capacity with the hotel’s commercial plans.

· Lead operational planning for groups, VIP arrivals, meetings, special events and other business commitments; validate requirements, departmental responsibilities and readiness.

· Review operational implications of group instructions and event orders before execution and resolve capacity or service concerns with the appropriate leaders and teams.

· Build professional relationships with guests, clients and approved vendors; communicate service opportunities and operational considerations to support repeat business and guest loyalty.

· People Leadership and Team Accountability

· Directly supervise, coach and evaluate assigned managers, supervisors, leads and team members, consistent with the hotel’s organizational structure; establish clear responsibilities and measurable expectations for operational, financial and leadership performance.

· Ensure departmental leaders provide effective daily direction, coaching and follow-up to their teams; provide direct guidance where needed.

· Lead recruitment and selection activities for operational vacancies with Human Relations and the General Manager, following established approvals; ensure effective onboarding and cross-training.

· Develop departmental leaders’ capabilities in staffing, coaching, conflict resolution, service recovery, financial controls and professional communication; establish training and succession plans.

· Oversee timely performance evaluations, attendance management, recognition and documented corrective coaching; make personnel recommendations supported by facts and consistent standards.

· Coordinate disciplinary actions and employment decisions with Human Relations and the General Manager; obtain required approval for suspensions and terminations.

· Maintain a respectful work environment, promptly refer concerns involving harassment, discrimination, retaliation or threats to Human Relations and the appropriate leadership, and cooperate with investigations while handling information discreetly and sharing it only as needed.

· Review team member feedback, turnover and recurring employee concerns with Human Relations; implement approved actions to improve engagement, retention and collaboration.

· Safety, Security and Business Continuity

· Lead operational readiness for emergencies, life-safety matters, system outages and service disruptions in coordination with Engineering, designated security resources, the General Manager and other appropriate personnel.

· Ensure departmental leaders and team members follow safety procedures, incident-reporting requirements, key and access controls and corrective actions; promptly escalate serious concerns.

· Coordinate operational response during emergencies within established procedures and delegated authority, protecting guests and team members and supporting continuity of essential services.

· Ensure incidents are documented factually, relevant records are preserved and required notifications and follow-up are completed through authorized channels.

· Bachelor’s degree in Hospitality Management, Business Administration or a related field required.

· Minimum of five (5) years of progressive hotel operations experience, including management responsibility within a branded hotel environment.

· Demonstrated experience supervising teams, setting performance expectations, coaching employees and managing departmental operations.

· Strong operational knowledge of Front Office, Housekeeping, Engineering and Food & Beverage, including guest service, staffing, productivity, budgets, cost controls and asset protection.

· Ability to analyze operating and financial reports, develop practical action plans and hold department leaders accountable for results.

· Bilingual proficiency in English and Spanish and strong written, verbal and interpersonal communication skills.

· Proficiency in Microsoft Office Suite and hotel property-management, payment, reporting and operational systems, with the ability to learn property-specific applications.

· Availability to work a flexible schedule, including evenings, weekends, holidays and emergency situations, in a seven-day, twenty-four-hour hotel operation.

· Experience as an Operations Manager, Assistant General Manager or hotel department manager with responsibility spanning multiple operating areas.

· Experience with Fairfield or other Marriott hotels, Marriott Bonvoy service standards, brand audits and relevant operating systems.

· Experience leading department managers, preparing budgets and forecasts, and implementing service or productivity improvement plans.

· CPR and/or First Aid training and food safety or responsible alcohol-service training relevant to assigned responsibilities.

Guest-focused, hands-on leadership; ability to lead, coach and develop managers, supervisors, leads and team members; accountability for departmental and hotel operating results; financial acumen and cost management; sound operational judgment and timely escalation; effective cross-department communication and collaboration; planning, prioritization and resource allocation; respectful performance management and conflict resolution; analytical problem-solving and continuous improvement; integrity and confidentiality; adaptability; and consistent follow-through on commitments and corrective actions.

The position requires regular property rounds, standing and walking for extended periods, moving throughout guest and operational areas, and using computers and communication equipment. The Operations Manager maintains a visible presence throughout the hotel and provides hands-on operational support to departmental leaders and team members as needed.

Work takes place in a dynamic hotel environment and may involve responding promptly to operational issues and emergencies. Essential functions are performed with or without reasonable accommodation.

Perform related duties and special projects assigned by the General Manager or authorized Company leadership.

This description outlines the principal duties and qualifications of the position and is not an exhaustive list of responsibilities. Duties may be adjusted based on operational needs and applicable requirements.

Why Join Us

At PRISA Hospitality, we invest in our people and support their professional growth. This position offers the opportunity to lead the operational teams at Fairfield by Marriott Luquillo Beach, contribute to the hotel’s performance and guest experience, and develop within a Puerto Rico-based organization with internationally recognized hospitality brands.

We offer a collaborative work environment where accountability, service excellence and team member development are central to how we operate. We welcome qualified hospitality professionals who are committed to developing teams, improving operations and delivering memorable guest experiences.

This description outlines the principal duties and qualifications of the position and is not an exhaustive list of responsibilities. Duties may be adjusted based on operational needs and applicable requirements.

The Company is an equal employment opportunity employer.

Pay: $45,000.00 per year

Benefits:

• Health insurance

Work Location: In person