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Operational Strategic Leader for Hotel Excellence
1 month ago
Job Summary
The Operational Strategic Leader for Hotel Excellence will serve as the strategic business leader of the property's hotel operations.
This role encompasses Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance areas.
The position works closely with direct reports (department heads) to develop and implement departmental strategies.
Key responsibilities include ensuring hotel operations meet brand standards, targeting customer needs, promoting employee satisfaction, driving revenue growth, maximizing financial performance, and fostering positive owner relations.
The Operational Strategic Leader for Hotel Excellence develops and implements property-wide strategies to deliver exceptional products and services that meet or exceed the needs and expectations of the target customer and employees.
Responsibilities
Managing Profitability
- Demonstrate key drivers of guest satisfaction for the brand's target customer.
- Analyze service issues and identify trends.
- Make and execute decisions to maintain hotel momentum toward goal achievement.
- Collaborate with hotel management to develop an operational strategy aligned with the brand's business strategy.
Managing Revenue Goals
- Monitor hotel operations sales performance against budget.
- Review reports and financial statements to assess hotel operations performance against budget.
- Coach and support operations teams to manage occupancy & rate, wages, and controllable expenses effectively.
- Review Wage Progress Reports and address problem areas with direct reports.
Leading Operations and Department Teams
- Promote the brand's service vision for product and service delivery and ensure alignment among hotel leadership teams.
- Develop systems to enable employees to understand guest satisfaction results.
- Communicate a clear and consistent message regarding departmental goals to achieve desired outcomes.
Managing the Guest Experience
- Review guest feedback with leadership teams and take corrective action.
- Respond to and resolve guest problems and complaints.
- Interact regularly with customers to obtain feedback on quality, service levels, and overall satisfaction.
- Create an atmosphere in all rooms and food and beverage areas meeting or exceeding guest expectations.
Managing and Conducting Human Resources Activities
- Develop creative solutions to overcome obstacles and improve guest satisfaction results.
- Evaluate fairness and equity in treating employees.
- Maintain regular communication in Operations through pre-shift briefings and staff meetings.
- Foster employee commitment to delivering excellent service and participate in daily stand-up meetings.
- Set goals and expectations for direct reports using performance reviews and hold staff accountable for success.
- Solicit employee feedback and address employee problems or concerns.
- Ensure fair administration of property policies and disciplinary procedures according to Standard Operating Procedures.
- Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
- Implement brand and regional business initiatives and communicate follow-up actions to the team as necessary.
The estimated salary for this position is $125,000 to $155,000 annually.
Marriott International values diversity and fosters an inclusive culture. We are committed to non-discrimination based on protected characteristics such as disability and veteran status, or any other basis covered under applicable law.
