Director of Operations

Salary Range: $110,925 - $150,000 Valid driver's license may be required with at least one year of clean driving history. Relocation Assistance Available **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.    **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.   #LI-CW1 Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.