Director Of Operations

Marriott Vacations Worldwide•South Lake Tahoe, CA

5d•$102,000 - $115,000

About The Position

The Director of Operations leads hotel operations in alignment with the brand’s business strategy, with responsibility for profitability, revenue goals, operational performance, guest experience, and department teams. The role works with the hotel management team to develop and execute operational strategies, monitors performance against budget, and coaches operations leaders on occupancy, rates, wages, and controllable expenses. The position champions the brand’s service vision, reviews guest feedback and addresses service issues, and maintains regular visibility with guests. It also leads human resources activities for operations, including communication, employee development and accountability, fair administration of policies, performance reviews, and implementation of brand and regional initiatives. Driving is required. Relocation assistance is available.

Requirements

A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; OR a 4-year bachelor’s degree in one of those fields, plus 2 years of such experience.
Driving is required.

Responsibilities

Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
Analyze service issues and identify trends.
Make and execute decisions to keep the property moving toward its goals.
Work with the hotel management team to develop and execute an operational strategy aligned with the brand’s business strategy.
Monitor hotel operations sales performance against budget.
Review reports and financial statements to assess hotel operations performance against budget.
Coach and support the operations team in managing occupancy, rates, wages, and controllable expenses.
Review wage progress and budgeted versus actual wages, coach direct reports on problem areas, and hold the team accountable for results.
Champion the brand’s service vision and ensure alignment among hotel leadership teams.
Develop systems that help employees understand guest satisfaction results.
Communicate departmental goals clearly and consistently.
Review guest feedback with the leadership team and ensure appropriate corrective action.
Respond to and handle guest problems and complaints.
Maintain visibility and interact with customers to obtain feedback on product quality, service levels, and satisfaction.
Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Facilitate creative solutions to obstacles and ensure implementation to improve guest satisfaction.
Ensure employees are treated fairly and equitably.
Ensure regular, ongoing communication in Operations, including pre-shift briefings and staff meetings.
Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
Include guest satisfaction in staff and operations meetings, emphasizing innovative ways to improve results.
Set goals and expectations for direct reports through the performance review process and hold staff accountable.
Solicit employee feedback, use an open-door policy, and review employee satisfaction results to identify and address concerns.
Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation follow SOPs and LSOPs, and the Peer Review Process is supported.
Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
Champion change, implement brand and regional business initiatives, and communicate follow-up actions to the team.