Director-Operations Execution & Innovation

Marriott•National Harbor, MD

9h•$138,000 - $199,000

About The Position

Leads process improvement programs for the property. Provides training to leaders on continuous improvement methodology and formal problem solving techniques, enabling departments to drive their own process improvements. Maintains effective coordination and communication of all Guest Satisfaction and Employee Satisfaction programs though the development and implementation of defined metric analysis, action planning & auditing processes. Works with departmental leaders to create standard reports for analysis, to identify deficiencies in response times, maintenance schedules, and systems issues. Makes recommendations to Department Leaders when trends indicate a process or organizational failure, including but not limited to recommendations on employee action plans. Audits standardized hits/misses, posts con and departmental top 10 opportunities reports for all divisions of the property and presents findings and recommendations to property Leadership Committee. Addresses issues related to materials and systems needed by team members to perform the requirements of their jobs. Serves as contact to Information Reosurces for any required system related changes. Assists Corporate Customer Research in the maintenance and enhancement of measurement programs.

Requirements

High school diploma or GED; 5 years’ experience in the guest services, front desk, sales, or related professional area.
Bachelor’s degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 3 years’ management experience in the guest services, front desk, sales, or related professional area.

Responsibilities

Leads process improvement programs for the property.
Provides training to leaders on continuous improvement methodology and formal problem solving techniques, enabling departments to drive their own process improvements, measured by increases in bottom line revenues, employee satisfaction or guest satisfaction.
Maintains effective coordination and communication of all Guest Satisfaction and Employee Satisfaction programs though the development and implementation of defined metric analysis, action planning and auditing processes.
Works with departmental leaders to create standard reports for analysis, to identify deficiencies in response times, maintenance schedules, and systems issues. Makes recommendations to Department Leaders when trends indicate a process or organizational failure, including but not limited to recommendations on employee action plans.
Audits standardized hits/misses, posts con and departmental top 10 opportunities reports for all divisions of the property and presents findings and recommendations to property Leadership Committee.
Addresses issues related to materials and systems needed by team members to perform the requirements of their jobs. Serves as contact to Information Resources for any required system related changes.
Assists Corporate Customer Research in the maintenance and enhancement of measurement programs.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Participates in department meetings and continually communicates a clear and consistent message regarding goals to produce desired results.
Strives to improve service performance.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Sets a positive example for guest relations.
Encourages employees to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Interacts with guests to obtain feedback on product quality and service levels.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
Complies with loss prevention policies and procedures.