Director of Operations (Barony Beach Club) at Marriott's Barony Beach Club with Marriott Vacations Worldwide - Career Site

Date Posted: 8/25/2017

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

RELOCATION ASSISTANCE PROVIDED: Yes

JOB SUMMARY

Functions as the strategic business leader of the property's Resort Operations with areas of responsibility including Front Office, Recreation/Health Club, Housekeeping, Food and Beverage, Loss Prevention and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the departments and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment.

CANDIDATE PROFILE

Education and Experience

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years Management/Department Head Level experience in the guest services, front desk, housekeeping, management operations, or related professional area.
  • OR
  • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years Management/Department Head Level experience in the guest services, front desk, housekeeping, management operations, or related professional area.

CORE WORK ACTIVITIES

Leading Operations and Department Teams

  • Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel's 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.
  • Ensures resort and brand processes and procedures are delivered consistently on a daily basis.

Managing the Guest Experience

  • Leads guest recovery and problem resolution processes to ensure complete satisfaction.
  • 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.
  • Tracks, analyzes and reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
  • Creates an atmosphere in all 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.

Managing and Conducting Human Resources Activities

  • 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.

Managing Performance Results

  • 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.

Leading Financial Management

  • Monitors hotel operations performance against budget.
  • Reviews reports and financial statements to determine hotel operations performance against budget.
  • Coaches and supports operations team to effectively manage 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.
  • Assists with development of COA Maintenance Fees and Annual Operating Budgets and Forecasts.
  • Ensures profitability of all ancillary outlets to meet or exceed budgeted and forecasted goals.

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

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