Director of Services

Marriott Vacations Worldwide•Phoenix, AZ

About The Position

This exempt, salaried position manages housekeeping functions and staff to ensure guest rooms, public spaces, and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club, and, if applicable, Laundry. The Director of Services directs and works with the team to execute housekeeping operations, improve guest and employee satisfaction, maximize departmental financial performance, and ensure standards and procedures are followed. Driving is required, and screening will be required. Relocation assistance is available.

Requirements

High school diploma or GED and 2 years of experience in housekeeping or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.
Driving is required; screening will be required.

Responsibilities

Maintain a strong working relationship with the Front Office to support effective communication about operational issues.
Obtain room-cleaning and anticipated checkout or discharge lists to prepare work assignments.
Inventory stock and ensure adequate supplies.
Ensure guestrooms, public spaces, and employee areas are cleaned according to operating standards.
Ensure compliance with housekeeping policies, standards, and procedures.
Initiate and maintain an effective inspection program covering rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, the garage, and grounds.
Supervise and approve budgeting and ordering of guestroom and cleaning supplies.
Explain the department’s effect on property financial goals and educate staff as appropriate.
Manage operations to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
Keep the Housekeeping team focused on operational priorities that drive guest satisfaction and financial results.
Manage controllable expenses and cost per occupied room to achieve or exceed budget goals.
Respond to and handle guest problems and complaints effectively.
Include guest satisfaction in departmental meetings and focus on continuous improvement.
Empower employees to provide excellent customer service.
Develop goals and expectations for direct-report managers.
Celebrate successes and publicly recognize team members’ contributions.
Review employee satisfaction results to identify and address employee problems or concerns.
Communicate expectations, recognize performance, and produce desired business results.
Administer property policies fairly and consistently.
Ensure disciplinary procedures and documentation follow Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process.
Establish goals and objectives for all areas of responsibility.
Direct staff toward continuous improvement in all areas of responsibility.
Interview and hire management and hourly employees with appropriate skills for business needs.
Manage progressive discipline procedures for employees in areas of responsibility.
Review staffing levels to meet guest-service, operational, and financial objectives.
Establish and maintain open, collaborative relationships with employees and ensure they do the same within the team.
Ensure employees are treated fairly and equitably.