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Marriott Vacations Worldwide · 2 hours ago

Director of Operations AA ANC

Newport Beach, CA

Full-time

Onsite

Lead/Staff, Director/Executive

$140K/yr - $180K/yr

2+ years exp

Marriott Vacations Worldwide is a leader in the hospitality industry, and they are seeking a Director of Operations to oversee hotel management and enhance guest satisfaction. The role involves managing profitability, revenue goals, leading operations teams, and ensuring a positive guest experience while fostering employee commitment and implementing operational strategies.

HospitalityHotelRentalTourismTravel

Responsibilities

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer

Analyzes service issues and identifies trends

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution

Monitors hotel operations sales performance against budget

Reviews reports and financial statements to determine hotel operations performance against budget

Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses

Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results

Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams

Develops systems to enable employees to understand guest satisfaction results

Communicates a clear and consistent message regarding departmental goals to produce desired results

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

Responds to and handles guest problems and complaints

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Ensures employees are treated fairly and equitably

Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees

Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance

Solicits employee feedback, utilizes an 'open door policy' and reviews employee satisfaction results to identify and address employee problems or concerns

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures

Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary

Qualification

Business AdministrationGuest Services ManagementRevenue ManagementSalesMarketingHuman Resources ManagementLeadershipCommunicationProblem Solving

Required

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

Driving is required for this position; screening will be required