Guest Experience & Hospitality Operations Director

Marriott Resorts Hospitality Corporation; United States; On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Relocation Assistance Available

Job summary

Marriott Vacations Worldwide is seeking a senior leader to oversee guest satisfaction, revenue, and operational strategy across the property portfolio. You will guide hotel leadership, optimize expenses, and drive high service standards to meet brand goals.

Responsibilities include coaching teams, reviewing financial performance, and communicating clear objectives to stakeholders while championing the brand’s service vision and guest experience.

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major.
• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major.

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.

Skills

Guest services

Front desk

Housekeeping

Sales

Marketing

Management operations

Education

2-year degree in Business Administration or related major

4-year bachelor’s degree in Business Administration or related major

Job description

Marriott Vacations Worldwide is seeking a senior leader to oversee guest satisfaction, revenue, and operational strategy across the property portfolio. You will guide hotel leadership, optimize expenses, and drive high service standards to meet brand goals.

Responsibilities include coaching teams, reviewing financial performance, and communicating clear objectives to stakeholders while championing the brand’s service vision and guest experience.