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Director of Operations
2 months ago
Job Summary
The Director of Operations is responsible for leading the hotel's operations team to deliver exceptional guest experiences and drive business results. This strategic business leader will oversee the Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance departments, ensuring alignment with the brand's service strategy and initiatives.
Key Responsibilities
- Develop and implement departmental strategies to drive revenue growth and maximize financial performance.
- Lead the operations team to deliver exceptional guest satisfaction, employee satisfaction, and brand standards.
- Monitor and analyze service issues, identifying trends and making data-driven decisions to drive improvement.
- Collaborate with hotel management to develop an operational strategy aligned with the brand's business strategy.
- Manage revenue goals, monitoring sales performance against budget and reviewing financial statements to determine hotel operations performance.
- Coach and support operations team members to effectively manage occupancy, rate, wages, and controllable expenses.
- Champion the brand's service vision, ensuring alignment amongst hotel leadership teams and developing systems to enable employees to understand guest satisfaction results.
- Communicate a clear and consistent message regarding departmental goals to produce desired results.
- Manage the guest experience, responding to and handling guest problems and complaints, and staying visible to obtain feedback on quality of product, service levels, and overall satisfaction.
- Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
- Ensure employees are treated fairly and equitably, fostering employee commitment to providing excellent service and participating in daily stand-up meetings to model desired service behaviors.
- Solicit employee feedback, utilize an 'open door policy,' and review employee satisfaction results to identify and address employee problems or concerns.
Requirements
- 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.
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.
