Dir-Operations-B

Job description

JOB SUMMARY

 

 Functions as the strategic business leader of the property's Hotel Operations. 

Areas of responsibility includes Front Office, Housekeeping, Food and Beverage, Culinary, Catering and Banqueting and Maintenance. 

Position works with direct reports, that includes department heads to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.

The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. 

Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

 

CANDIDATE PROFILE 

 

Education and Experience

Degree from an accredited university in Business Administration or in Hotel Management:  minimum 2 years’ experience in similar position as DOPs and additionally minimum another 2 years as F&B Management position, further experience in other depts such as front desk & housekeeping management operations, or related professional area. Fluent in Spanish and English. EC working permit. 

 

CORE WORK ACTIVITIES

 

Managing Profitability

• 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.

 

Managing Revenue Goals

• 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.

 

Leading Operations and Department Teams

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

• Instills a culture of  Luxury service across the operational departments. Be the Brand Ambassador and guide of the company in collaboration with senior leadership. 

• Develops systems to enable employees to understand guest satisfaction results.

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

 

Managing the Guest Experience

• 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.

 

Managing and Conducting Human Resources Activities

• 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.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin  your purpose,  belong  to an amazing global team, and  become  the best version of you.