Director of Room Operations

Marriott Resorts Hospitality Corporation; United States; On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Sign-on bonus

Relocation assistance

Job summary

Marriott Vacations Worldwide is seeking a Hospitality Operations Manager in the United States to lead Rooms and guest service initiatives, optimize profitability, and drive brand standards across property teams. This exempt, salaried role requires a 2-year or 4-year degree with several years in guest services, front desk, or management operations; relocation assistance available and a $3,000 sign‑on bonus.

Responsibilities include monitoring revenue, coaching staff, handling guest issues, and

Qualifications

• 2-year degree in Business Admin or Hotel/Restaurant Management with 4 years of related experience.
• OR a 4-year degree with 2 years of related experience.

Responsibilities

• Manage profitability by identifying key drivers of guest satisfaction and aligning ops with brand strategy.
• Monitor revenue goals and wage/expense controls, coaching teams to meet targets.
• Lead operations and department teams to deliver consistent service and clear goals.
• Review guest feedback and take corrective action to improve quality and satisfaction.
• Oversee HR activities, ensure fair treatment, communication, and ongoing staff development.

Skills

Guest services

Front desk

Operations management

Team leadership

Education

2-year degree in Business Admin/Hotel/Related major

4-year bachelor’s degree in Business Admin/Hotel/Related major

Job description

*$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 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 "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. Where meaningful moments are made together. Our associates want more than fulfilling work. Like our Owners, Members and guests around the world, they want fulfilling lives. Vacations expand our world to new places, new possibilities, new connections. Along the way, they help us discover our best selves. Great vacations are the embodiment of a life, fulfilled. Marriott Vacations Worldwide (NYSE: VAC) is a leading global vacation company. While our numbers tell some of the story, the heart of our success comes from the quality - and exceptional longevity - of our relationships with our associates and customers. Join us on our journey. FOR A LIFE FULFILLED. Creating vacations that move you. 20,000+ Associates worldwide Vacation Ownership 7 Iconic Brands Approximately 120 Vacation Ownership Resorts 700,000+ Owner families 90%+ Guest satisfaction score Exchange & Third-Party Management More than 3,200 affiliated resorts in over 90 countries and territories Approximately 1.6 million exchange network members