Director of Operations

mymvw; Palm Desert (CA); On-site; USD 135,000 - 160,000; Full time

Benefits offered by this job

Relocation assistance

Bonus eligible

Job summary

Marriott Vacations Worldwide is seeking a senior operations leader to oversee hotel guest services, front desk, and related operations in a salaried, exempt role. Responsibilities include driving profitability, managing revenue against budget, and ensuring exceptional guest experiences.

The position requires a two-year or four-year hospitality or business degree with relevant experience, weekend availability, and driving responsibilities as part of hotel operations.

Qualifications

• Two-year degree with 4 years’ experience in guest services, front desk, housekeeping, sales/marketing, or related area.
• Or a four-year degree with 2 years’ experience in guest services, front desk, housekeeping, sales/marketing, or related area.

Responsibilities

• Drive profitability by identifying key drivers of guest satisfaction and implementing improvements.
• Manage revenue goals by monitoring sales against budget and optimizing occupancy and rate.
• Lead hotel operations teams to align with the brand strategy and execute it.
• Oversee guest experience, address feedback, and ensure consistent service quality.
• Support HR practices to enhance engagement and fair staff treatment.

Education

Two-year degree in Business Administration, Hotel and Restaurant Management, or related major

Four-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major

Job description

Pay Range: $135,000-$160,000 + Bonus Eligible

Relocation Assistance is Available.

Driving is required for this position; screening will be required. This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Weekend availability required.

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4years experiencein 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; 2years experiencein 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 hotel management 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 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.

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 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 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.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.