Director of Operations

About this role

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.  

  Relocation Assistance Available Salary Range: $120,000-$160,000

  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.   

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Similar jobs

• Director of Operations — ASM Global · Huntington, WV
• Director of Operations — ASM Global · Long Beach, CA
• Director of Operations — Uline · Ontario, CA | San Bernardino, CA | Anaheim, CA
• Director of Operations — RELX · Alpharetta, GA
• Director of Operations — Intelogix · Copperas Cove, TX
• Director of Operations — McKesson · Memphis, TN
• Director of Operations — Oneoncology (UUG) · Denver, CO
• Director of Operations — ASM Global · Wichita, KS