Director of Operations

Benefits

Additional Information

Education and Experience - 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR - 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Salary Range : $72,800.00 - $140,000 with a bonus plan Shift :1st& 2nd Shift; must be available to work weekends and holidays Relocation Plan is available CORE WORK ACTIVITIES Managing Profitability - Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. - Analyzes service issues and identifies trends. - Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. - Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Managing Revenue Goals - Monitors hotel operations sales performance against budget. - Reviews reports and financial statements to determine hotel operations performance against budget. - Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. - Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Leading Operations and Department Teams - Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams. - Develops systems to enable employees to understand guest satisfaction results. - Communicates a clear and consistent message regarding departmental goals to produce desired results. Managing the Guest Experience - Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. - Responds to and handles guest problems and complaints. - Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. - Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations. Managing and Conducting Human Resources Activities - Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. - Ensures employees are treated fairly and equitably. - Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings). - Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. - Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. - Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. - Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns. - Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. - Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. - Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. Our Company offers healthcare benefits to eligible associates. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.