Director of Room Operations

Marriott•Orlando, FL

6d•$105,000 - $134,000

About The Position

The Director of Room Operations is the strategic business leader for the property's Rooms Operations, with responsibility for Front Office, Recreation/Health Club, and Housekeeping. The role works with department-head direct reports to develop and implement departmental strategies and ensure the brand’s service strategy and initiatives are carried out. It ensures operations meet brand standards and customer needs, supports associate satisfaction, grows revenue, and maximizes departmental financial performance. The Director develops and implements property-wide strategies that meet or exceed the needs and expectations of the brand’s target customers and associates while providing a return on investment to the owner and Marriott International. The role leads Rooms Operations profitability, revenue management, operational strategy, service delivery, guest experience, and human resources activities. It monitors performance against budget, coaches the operations team, responds to guest feedback, and develops associates and department leaders. The position also ensures policies and procedures are applied fairly and that brand and regional business initiatives are implemented.

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 decisions that move the property toward its goals.
Work with the Rooms management team to develop and execute an operational strategy aligned with the brand’s business strategy.
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, rate, wages, and controllable expenses.
Review the Wage Progress Report, compare budgeted and 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 Rooms leadership teams.
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; regularly engage 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 implement improvements to guest satisfaction.
Ensure associates are treated fairly and equitably, and maintain regular communication in Rooms through briefings and staff meetings.
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 address concerns.
Administer property policies fairly and consistently; ensure disciplinary procedures and documentation follow SOPs and LSOPs; 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.