Director of Operations

Marriott • Chicago, IL

7d • $163,000 - $213,000

About The Position

The Director of Operations functions as the strategic business leader of the 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 implementation of the brand service strategy and initiatives. The Director ensures operations meet brand standards and customer needs, support employee satisfaction, grow revenues, maximize financial performance, and develop positive owner relations. The role develops and implements property-wide strategies that deliver products and services meeting or exceeding the needs and expectations of the brand's target customers and employees while providing a return on investment.

The position requires either a two-year degree in Business Administration, Hotel and Restaurant Management, or a related major and four years of relevant experience, or a four-year bachelor's degree in one of those fields and two years of relevant experience. Relevant experience may be in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

The Director manages profitability and revenue goals; leads operations and department teams; manages the guest experience; and conducts human resources activities. Responsibilities include monitoring performance against budget, coaching operations leaders, responding to guest feedback and concerns, communicating goals, supporting employees, conducting performance reviews, and implementing brand and regional initiatives.

Requirements

• A two-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; alternatively, a four-year bachelor's degree in one of those fields plus two years of relevant experience.

Responsibilities

• Communicates key drivers of guest satisfaction for the brand's target customer.
• Analyzes service issues and identifies trends.
• Makes and executes decisions to keep the property moving toward its goals.
• Works with the hotel management team to develop an operational strategy aligned with the brand's business strategy and leads its execution.
• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to assess hotel operations performance against budget.
• Coaches and supports the operations team in managing occupancy and rate, wages, and controllable expenses.
• Reviews the Wage Progress Report, compares budgeted and actual wages, coaches direct reports on problem areas, and holds the team accountable for results.
• Champions the brand's service vision and ensures alignment among hotel leadership teams.
• Develops systems that help employees understand guest satisfaction results.
• Communicates departmental goals clearly and consistently.
• Reviews guest feedback with the leadership team and ensures appropriate corrective action.
• Responds to and handles guest problems and complaints.
• Maintains visibility and interfaces regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Creates an atmosphere in Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitates creative solutions to obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures regular, ongoing communication in Operations, including pre-shift briefings and staff meetings.
• Fosters employee commitment to excellent service, participates in daily stand-up meetings, and models desired service behaviors.
• Includes guest satisfaction in staff and operations meetings, emphasizing innovative ways to improve results.
• Sets goals and expectations for direct reports through the performance review process and holds staff accountable for performance.
• Solicits employee feedback, uses an open-door policy, and reviews employee satisfaction results to identify and address concerns.
• Ensures property policies are administered fairly and consistently; ensures disciplinary procedures and documentation follow Standard and Local Operating Procedures and supports the Peer Review Process.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented, and communicates follow-up actions to the team.

Benefits

• Marriott states that it offers a wide range of benefits designed to support employees and their families, wellbeing, careers, and personal interests; eligibility and options vary by employment status, position, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree