Operations Manager - Franchised

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, JW Marriott The Rosseau Muskoka. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Role Summary

Reporting to the Managing Director, this position functions as the strategic business leader of the property's Hotel Operations and represents the Managing Director in their absence. The Director of Operations will continually improve guest service at the resort via highly engaged teams, delivering optimal financial results. The ideal candidate must have management experience in luxury service, with an enthusiasm for training and coaching team members to foster a luxury environment. This person lives luxury, is polished and refined, warm and genuinely interested in providing exceptional experiences for guests. This position works with direct reports (department heads) to develop and implement strategies and ensures implementation of the brand service strategy and brand initiatives.

 

This role will provide regular direction and oversee hotel operations for all or some of the following areas:

*Guest reception, Concierge, At Your Service, Valet & Bell functions to ensure the delivery of luxury guest services
*Food and Beverage/Banquet/Culinary to ensure standards of operation and creativity is always the center of everything we do. Reach revenue and profit margin goals through an impeccable execution.
*Housekeeping appearance, cleanliness & décor compliance over 90% utilizing effective stay over service, turn down services, laundry, public areas, etc.
*Catering functions well executed as per JW Event Concierge, working in synch with Event Management team.
*Maintain a proactive human resource management approach to ensure positive employee relations, training and development, wage/benefit administration, labour regulations, compliance with policies and procedures, etc.
*Accounting and purchasing controls and procedures are implemented and maintained
*Naturally inclined to create unique experiences based on the individual profile of each guest

People
*Supervise deployment of training manuals for all associates; assess successes/challenges, ensuring service delivered meet JW brand standards. Ensure all staff is effectively trained and have the tools and equipment needed to carry out their job functions
*Conduct annual performance review of direct reports, ensuring accountability and goals setting
*Solicit employee feedback, utilizing an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns
*Facilitates the development and implementation of creative solutions that overcome obstacles and improve guest satisfaction results
*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
*Champions the brand’s service vision for product and service delivery, ensuring leadership team alignment

Guest Experience
Embrace the JW luxury brand and lead by example with an impeccable grooming, ensuring service delivery is well executed:
*Guests – to ensure their total satisfaction
*Associates – supporting team and fostering professional growth
*Stakeholders – actively engages with to ensure benchmarks and goals are achieved. 
*Incorporates guest satisfaction as a component of operations meetings with an emphasis on generating innovative ways to continually improve results
*Reviews guest feedback with leadership team and ensures appropriate corrective action 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
*Analyzes service issues and identifies trends

Compliance
*The Director of Operations is fully versed in the brand DNA. An expert in MGS, GSS, ESS, self-audit process, Land it, Digital Learning Zone.
*Assigned tasks are in alignment with all local and provincial safety regulations, and ensures a clean and safe working environment with active participation in the health and safety program

Managing Financial Results
*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 maximize operational revenues and manage controllable expenses
*Review payroll vs. budget, coaching direct reports to address problem areas and holding team accountable for results
*Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Qualifications and Requirements
*Bachelor’s degree in Hotel Administration, Business Administration or equivalent.
*Five years in luxury full service resort with high-level operations role. Polished, tactful, and excellent vocabulary, ability to interact with VIP’s, celebrities.
*An expert and resourceful in problem solving within a complex operation. Track record of successful experience in dealing with seasonality.

This job requires ability to perform the following:
*Proficiency in computer skills & Microsoft office
*Frequently standing and moving about the facilities busy days require 20, 000
*Carrying or lifting items weighing up to 25 pound
*Budgeting, profit/loss concepts, percentages, and variances are utilized frequently
*Problem solving, reasoning, motivating, organizational and training abilities are used often
*Must be able to work nights, weekends, and/or holidays

JW Marriott The Rosseau Muskoka is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodations at any stage of the hiring process.

JW Marriott The Rosseau Muskoka is committed to building a more diverse workplace and encourages all qualified applicants to apply.

$90,000 – $120,000

Benefits:
*Dental care
*On-site gym
*On-site parking
*Vision care
*Other

This company is an equal opportunity employer.

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