Director of Operations - Franchised

Department: Property Leadership

Location: Stamford Marriott Hotel & Spa (243 Tresser Blvd, Stamford, CT 06901)

Division: Meyer Jabara Hotels

Hours Per Week: 40

 

JOB SUMMARY

Functions as the business leader of the Hotel Operations. Areas of responsibility include Front Office, Housekeeping, Loss Prevention/ Security and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service culture and brand initiatives. The position ensures Hotel Operations meet the brand’s standards; targets guest needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target guests and associates and provides a return on investment to hotel owner and Marriott Hotels.

 

CANDIDATE PROFILE

Education and Experience

• 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8-10 years managerial experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

 

CORE WORK ACTIVITIES

 

Managing Profitability

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

• Analyzes service issues and identifies trends.

• Makes and executes the necessary decisions to keep hotel moving forward toward achievement of goals.

• Works with hotel leadership 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 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 daily operating 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.

• Develops systems to enable associates 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 on daily Stand-Up and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible in the operation and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in Housekeeping and Front Office areas that meets or exceeds guest expectations.

 

Managing and Conducting Associate Activities

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

• Ensures associates are treated fairly and equitably.

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

• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors, sharing Marriott values , Meyer Jabara fundamental principles in all interactions with associates.

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

• Solicits associate feedback, utilizes an “open door policy” and reviews Associate Opinion Survey results to identify and address associates problems or concerns.

• Ensures associate performance are administered fairly and consistently, disciplinary procedures and documentation are completed according to Associate Standard Operating Procedures (SOPs and Handbook) and supports the Review Process with Human Resources.

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

• Champions change ensures Marriott brand and MJ hotels business initiatives are implemented and communicates, follow-up actions to team as necessary.