Director of Excellence and Innovation Operations

Job description

JOB SUMMARY

 

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 Resources for any required system related changes. Assists Corporate Customer Research in the maintenance and enhancement of measurement programs.

 

CANDIDATE PROFILE

 

Education and Experience

• High school diploma or GED; 5 years’ experience in the guest services, front desk, sales, or related professional area.

OR

• 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.

 

CORE WORK ACTIVITIES

 

Supporting Progress Toward Excellence

• 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.

 

Promoting Exceptional Customer Service

• 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.

 

Additional Responsibilities

• 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.

 

The salary range for this position is $140,000 to $197,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

 

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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

Why have less when you can have MORE — all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel—offering you endless career opportunities, the extras, and MORE. In joining Gaylord, 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.