Director of Operations

Marriott Vacations Worldwide•Marco Island, FL

11d

About The Position

The Director of Operations leads hotel operations to achieve business goals while delivering the brand’s service vision and guest satisfaction standards. The role works with the hotel management team to develop and execute an operational strategy aligned with the brand’s business strategy, monitors performance against budget, and supports the operations team in managing occupancy, rates, wages, and controllable expenses. The Director of Operations leads operations and department teams, reviews guest feedback, addresses guest concerns, and maintains regular contact with guests to assess product and service quality. The role also oversees human resources activities for operations, including communication, employee development and accountability, performance reviews, fair application of policies, and implementation of brand and regional initiatives. 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.

Responsibilities

Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
Analyze service issues, identify trends, and make decisions that move the property toward its goals.
Develop and execute an operational strategy aligned with the brand’s business strategy in collaboration with the hotel management team.
Monitor hotel operations sales performance against budget and review reports and financial statements.
Coach and support the operations team in managing occupancy, rates, wages, and controllable expenses.
Review the Wage Progress Report, compare budgeted wages to actual wages, coach direct reports on problem areas, and hold the team accountable for results.
Champion the brand’s service vision and ensure alignment across hotel leadership teams.
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 guests 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 implementation to improve guest satisfaction results.
Ensure employees are treated fairly and equitably, and that regular operations 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, use an open-door policy, and review employee satisfaction results to identify and address concerns.
Administer property policies fairly and consistently, ensure disciplinary procedures and documentation follow SOPs and LSOPs, 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.