Director of Operations

Marriott•Beverly Hills, CA

5d•$147,000 - $198,900

About The Position

The Director of Operations is the strategic business leader of a property's hotel operations. Areas of responsibility may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. The role works with department-head direct reports to develop and implement departmental strategies and ensure the implementation of the brand service strategy and initiatives. The position ensures hotel operations meet brand standards and customer needs, support employee satisfaction, grow revenue, and maximize departmental financial performance while developing positive owner relations. It develops and implements property-wide strategies to deliver products and services that meet or exceed the expectations of the brand’s target customers and employees and provide a return on investment. The Luxury Collection is a portfolio of more than 120 properties in over 35 countries, offering distinctive experiences rooted in each property's locale. It is part of Marriott International.

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 Business Administration, Hotel and Restaurant Management, or a related major, plus 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Responsibilities

Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
Analyze service issues, identify trends, and make and execute decisions that move the property 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 and review reports and financial statements to assess performance.
Coach and support the operations team in managing occupancy and rates, wages, and controllable expenses.
Review the Wage Progress Report, compare budgeted wages with actual wages, coach direct reports on problem areas, and hold the team accountable for results.
Champion the brand’s service vision and align hotel leadership teams around product and service delivery.
Develop systems that help employees understand guest satisfaction results and communicate departmental goals clearly and consistently.
Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
Respond to and handle guest problems and complaints; regularly interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
Create an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Facilitate creative solutions to obstacles and ensure their implementation to improve guest satisfaction.
Ensure employees are treated fairly and equitably and that regular operational communications occur, 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 and encourage innovative ways to improve results.
Set goals and expectations for direct reports through the performance review process and hold staff accountable for performance.
Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns.
Ensure property policies are administered fairly and consistently; ensure disciplinary procedures and documentation follow Standard and Local Operating Procedures and support the Peer Review Process.
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.