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Director of Room Operations

Company: Marriott Vacations Worldwide
Location: Incline Village
Posted on: April 8, 2021

Job Description:

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true. *Relocation Assistance AvailableEducation and Experience

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR
    • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years' 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 customer.
      • Analyzes service issues and identifies trends.
      • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
      • Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Managing Revenue Goals
        • Monitors Rooms operations sales performance against budget.
        • Reviews reports and financial statements to determine Rooms 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 Rooms leadership teams.
        • 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 Rooms (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 Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Keywords: Marriott Vacations Worldwide, Reno , Director of Room Operations, Executive , Incline Village, Nevada

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