Hotel Operations Leader: Strategy, Revenue & Service

Delta Hotels and Resorts®; Vancouver; On-site; CAD 116,000 - 154,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Marriott International's Vancouver Downtown Suites is seeking a strategic Hotel Operations leader to oversee Front Office, Recreation, Housekeeping, F&B/Culinary and Engineering/Maintenance. You’ll work with department heads to implement departmental strategies, ensure brand standards, and drive revenue growth while maintaining owner relations.

The role requires a 2-year or 4-year degree with related operational experience; leads with a customer-centric, data-informed approach to optimize

Qualifications

• 2-year degree in Business Administration, Hotel and Restaurant Management or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Responsibilities

• 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 hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• 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 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.
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel 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.
• 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.
• 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 Operations (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.

Education

2-year degree in Business Administration, Hotel & Restaurant Management or related major; 4 years experience in guest services, front desk, housekeeping, or related professional area

4-year bachelor's degree in Business Administration, Hotel & Restaurant Management or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

Job description

Marriott International's Vancouver Downtown Suites is seeking a strategic Hotel Operations leader to oversee Front Office, Recreation, Housekeeping, F&B/Culinary and Engineering/Maintenance. You’ll work with department heads to implement departmental strategies, ensure brand standards, and drive revenue growth while maintaining owner relations.

The role requires a 2-year or 4-year degree with related operational experience; leads with a customer-centric, data-informed approach to optimize