Director of Room Operations

Marriott•Chantilly, VA

15d•$97,000 - $122,000

About The Position

The Director of Room Operations is the strategic business leader for a property’s Rooms Operations, overseeing Front Office, Recreation/Health Club, and Housekeeping. The role works with department-head direct reports to develop and implement departmental strategies and ensure delivery of brand service standards and initiatives. It is accountable for meeting brand standards, responding to customer needs, supporting associate satisfaction, growing revenue, and maximizing departmental financial performance. The Director develops and implements property-wide strategies to deliver products and services that meet or exceed the needs and expectations of target customers and associates while providing a return on investment to the owner and Marriott International. The position manages operational profitability and revenue performance, leads Rooms operations teams, monitors guest feedback and service quality, and carries out human resources responsibilities for direct reports and associates. It promotes fair and consistent policy administration, ongoing communication, performance accountability, and continuous improvement in guest and associate satisfaction.

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 the key drivers of guest satisfaction for the brand’s target customer.
Analyze service issues, identify trends, and make decisions that keep the property moving toward its goals.
Develop an operational strategy with the Rooms management team that aligns with the brand’s business strategy and lead its execution.
Monitor Rooms operations sales performance against budget and review reports and financial statements to assess performance.
Coach and support the operations team in managing occupancy, rates, wages, and controllable expenses.
Review wage progress against budget, coach direct reports on problem areas, and hold the team accountable for results.
Champion the brand’s service vision and align Rooms leadership teams on product and service delivery.
Develop systems that help associates 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; remain visible and regularly seek customer 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 associates are treated fairly and equitably, and support regular ongoing communication in Rooms.
Foster associate 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 associate feedback, use an open-door policy, and review associate satisfaction results to identify and 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.