Senior Director - Operations

POSITION SUMMARY

The Area Director of Operations is a key member of the CALA Continent Lodging Service team. This position provides operational leadership and consultation for all lodging brands and acts as a business partner to Operational Discipline Leads, Area Vice Presidents, Executive Committee Members and other Continent team members. Primary responsibilities include driving Operational Excellence, execution of brand & discipline priorities, and technical & business expertise for operations.

EXPECTED CONTRIBUTIONS

• Provide consultation & support to the operations functions (Food & Beverage, Event Management, Spa, Retail, Golf, Rooms & Related services) in the continent promoting organizational alignment to the brand, discipline, and business priorities.
• Act as the strategic business partner to the Operations stakeholders and provides technical and business expertise to assist properties in achieving optimum performance in the balanced scorecard goals including revenue generation.
• Partner with GO and CLS Discipline Leads to support work processes that drive innovation, enhance brand differentiation, and speed to market.
• Accountable for aligning Operations associates on the vision and mission of providing superior guest experiences in alignment with brand differentiators.
• Identify business opportunities or risks by keeping abreast of industry, competitor, economic, and internal trends.
• Partnering with CLS Rooms, be responsible for driving the “Loyalty Mindset within the Area Team and Property Level.
• Develop processes to enhance communication and sharing of best practices across the continent.
• Acts as the CALA / Americas subject matter expert regarding delivery of superior guest services and experiences. Fully versedontotal Hotel Operations Brand Standards and MI’s Quality Assurance process and program.
• Promote and sell ideas persuasively to properties for stimulating business opportunities, improving service, and increasing profitability.
• Coordinate new hotel opening support to include market research, concept development, space plan reviews, talent selection, and task force needs. Involved as neededin the DAP Process for Tier B&C Hotels.
• Acts as the subject matter expert for designated operationsdiscipline in addition to the generalist support function.
• Monitor GSS, Financial results, andappropriate metrics to identify andmanage business and financial risks.
• Ensures consistentexecution & pull through ofenterprise wide Initiatives, Products,Programs, and Services.
• Identify opportunities to improvedproduct quality, service delivery, and financial performance.
• Partner with Engineering to Drive Maintenance and Upkeep of Hotel and Hotel Product.
• Partner with Global Operations to Drive Brand Standard content and execution
• Ensure a communication feedback loop is in place to share ideas, concerns, and executionissues from the market toGOS.
• Maintain close and productive working relationships with the AVPto resolve hotel operational issues andparticipate in propertyvisits as needed.
• Respond to and resolves operational requests from key stakeholders.
• Coordinate the execution of discipline specific trainingclasses.
• Liaise with CLS to ensure programs dedicated to Customer Satisfaction such as Operations Summit come alive in the hotel culture.
• Involvedin Recruitment efforts to attract, develop, and retain top talent for operations. Active participant in the development of a global pipeline of talent for Operations.
• Assist as needed with MSB and OFR Operations execution of Brand Standards, Products, Programs,and Services.
• Assist in any additional program or initiative where need be. 

REQUIRED:

• 10+ years of progressively responsible work experience in hotel industry leading operations disciplines. Above property multi‐unit experience preferred. (e.g., combined experience to include food & beverage, spa and retail services, rooms operations, event management, quality assurance and prior strategic leadership roles or GM assignments.).
• Must possess outstanding knowledge of the core principles of Hotel Operations.(Rooms and Food & Beverage)
• Strong Food & Beverage experience preferred
• Strong Experience in the “All Inclusive” Hotel segment preferred. 
• Ability to operate in a matrix organization.
• Possess excellent project management skills and ability to independently manage multiple projects and competing priorities.
• Track record of putting in place strong systems and processes to effectively implement and execute multiple programs
• Must have strong knowledge in areas related to all food & beverage operations, event management, rooms operations, SOPs and P&L budgeting.
• Must be a self‐starter who can work independently and be a strong team player that contributes to the effectiveness of the broader MI team.
• Proven success prioritizing and managing multiple projects and stakeholders simultaneously.
• Possess strong oral and written communication skills, excellent interpersonal skills; able to collaborate effectively with General Managers, Executive Committee Members, and Key Stakeholders Ability to positively influences without direct authority.
• Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.

EDUCATION AND PROFESSIONAL CERTIFICATION:

• Bachelors Degree required.

   

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 is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.