Director of Services

Marriott Resorts Hospitality Corporation; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Marriott Vacations Worldwide is seeking a Housekeeping Operations Manager responsible for maintaining guest rooms, public spaces, and staff areas to the highest standards. The role coordinates with Front Office, oversees cleaning, and supports recreation/health club areas as applicable.

The incumbent will drive guest and employee satisfaction while managing costs, compliance with SOPs, and continuous improvement across housekeeping operations.

Qualifications

• High school diploma or GED with 2 years' housekeeping experience.
• A 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major allows the role to be filled with no work experience.
• Experience relevant to housekeeping operations, budgeting, and staff management is valued for success in this position.

Responsibilities

• Manages housekeeping operations, collaborating with Front Office to resolve issues and assign work.
• Monitors department budgeting and supply orders to achieve financial goals and cost control.
• Leads guest service initiatives, staff development, and performance reviews to ensure satisfaction and standards.

Education

High school diploma or GED; 2 years' experience in the housekeeping or related professional area

2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

Job description

JOB SUMMARY

Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed.

CANDIDATE PROFILE

• Education and Experience High school diploma or GED; 2 years' experience in the housekeeping or related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

• Managing Housekeeping Operations: Maintains strong working relationship with Front Office to ensure effective communications for operational issues. Obtains list of rooms to be cleaned immediately and list of prospective check‑outs or discharges to prepare work assignments. Inventories stock to ensure adequate supplies. Ensures guestrooms, public space and employee areas are cleaned according to operating standards. Ensures compliance with all housekeeping policies, standards and procedures. Initiates and maintains an effective inspection program including rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.
• Managing Departmental Costs: Supervises and approves the budgeting and ordering of guestroom and cleaning supplies. Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate. Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports. Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
• Ensuring Exceptional Customer Service: Responds to and handles guest problems and complaints effectively. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Empowers employees to provide excellent customer service. Develops goals and expectations for direct report managers. Celebrates successes and publicly recognizes the contributions of team members. Reviews employee satisfaction results to identify and address employee problems or concerns. Communicates expectations, recognizes performance, and produces desired business results.
• Conducting Human Resources Activities: Ensures property policies are administered fairly and consistently. Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. Establishes goals and objectives for all areas of responsibility. Directs staff to strive for continuous improvement in all areas of responsibility. Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation. Manages employee progressive discipline procedures for areas of responsibility. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Ensures employees are treated fairly and equitably.

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