Director of Room Operations

Marriott Vacations Worldwide; South Lake Tahoe (CA); Sur place; USD 85 000 - 95 000; Plein temps

Avantages offerts par ce poste

Sign-on bonus

Relocation assistance

Résumé du poste

Marriott Grand Residence Club in Lake Tahoe seeks a senior Rooms leader to maximize guest satisfaction and profitability across Rooms and related departments. You will analyze service trends, lead the Rooms team to execute the brand strategy, and drive occupancy and rate performance against budget.

The role requires a focus on staff development, consistent guest experiences, and collaboration with Sales, Food & Beverage, and housekeeping to maintain high standards of service.

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.

Responsabilités

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Works with Rooms management team to develop an operational strategy aligned with the brand’s business strategy.
• Monitors Rooms operations sales performance against budget.

Connaissances

Guest services

Front desk

Housekeeping

Sales and marketing

Operations management

Formation

2-year degree in business administration/hotel & restaurant management

4-year bachelor's degree in business administration/hotel & restaurant management

Description du poste

*$3,000 Sign on Bonus*Salary Range: $85,000 - $95,000 + bonus.This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.Relocation Assistance is Available.Driving is required for this position; screening will be required.Education and Experience2-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.OR4-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 ACTIVITIESManaging ProfitabilityDemonstrates 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 GoalsMonitors 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 ExperienceReviews 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 ActivitiesFacilitates 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.#LI-CW1Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.