Reporting to the General Manager, the successful candidate will function as the strategic business leader of the property's Hotel Operations and participate as a Business Partner and member of the hotel's Executive Committee.
The areas of responsibility include Rooms Division (Front Office, Guest Relations, Concierge and Housekeeping), Spa, Food and Beverage/Banqueting/Culinary, Security and Event Planning.
The incumbent will work with direct reports (department heads of these departments) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.
The position ensures Hotel Operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations.
Required Experience & Qualifications Bachelor's degree in Hotel and Restaurant Management; Business Administration or related major; Previous experience in the Hospitality Industry in the capacity of Director of Operations or equivalent level; Professional Disposition and conflict resolution abilities; Strong leadership skills; People oriented and results driven; Ability to operate within a highly pressurized fast-paced/changing environment; Strong interpersonal, communication and relationship building skills; Ability to use Initiative and be proactive and self-driven; Strong and effective planning and organizing skills to ensure operational efficiencies and effectiveness; Effective business partnering with stakeholders, management and associates; Competence to build and effectively manage interpersonal relationships at all levels; Proficiency in the following Software Systems: Materials Control, Micros Point of Sale and Opera.
Key Responsibilities Managing Profitability Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
Analyze service issues and identify 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 implemented in Operations.
Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees.
Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Set 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 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.
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