Director Room Operations

Marriott Vacations Worldwide•Kaanapali, HI

19d•$103,500 - $115,000

About The Position

The Director Room Operations leads Rooms operations and works with the Rooms management team to develop and execute an operational strategy aligned with the brand’s business strategy. The role focuses on guest satisfaction, operational performance, revenue and expense management, team leadership, and consistent service delivery across Rooms and Food and Beverage areas. The Director monitors sales performance against budget, reviews financial and wage reports, and coaches the operations team on occupancy, rates, wages, and controllable expenses. The position also leads guest-experience improvement efforts, responds to guest concerns, and supports employee development, communication, accountability, and implementation of brand and regional initiatives. Salary range: $103,500–$115,000. Relocation assistance is available. A valid driver’s license may be required, with at least one year of clean driving history.

Requirements

A two-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; OR a four-year bachelor’s degree in one of those fields, plus two years of such experience.
A valid driver’s license may be required, with at least one year of clean driving history.

Responsibilities

Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
Analyze service issues and identify trends.
Make and execute decisions that keep the property moving 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.
Review reports and financial statements to determine Rooms operations performance against budget.
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 among Rooms leadership teams.
Develop systems that enable employees to understand guest-satisfaction results.
Communicate clear and consistent departmental goals to produce desired results.
Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
Respond to and handle guest problems and complaints.
Stay visible and regularly interface with customers 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 their implementation to continually improve guest-satisfaction results.
Ensure employees are treated fairly and equitably.
Ensure regular, ongoing communication in Rooms, including pre-shift briefings and staff meetings.
Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors with guests and employees.
Include guest satisfaction in staff and operations meetings, emphasizing 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 employee 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, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to the team.