FONCTION: DIRECTOR OF OPERATIONS
DEPARTMENT: CUSTOMER EXPERIENCE
JOB SUMMARY
Functions as the Primary Strategic Business Leader of the operation including guest and associate satisfaction, human resources, maintenance fee financial performance, and ancillary revenue generation. Leads the leadership team in the development and implementation of Resort-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. In addition, the Director of Operations builds relationships with key customers through personal involvement. Position serves as the principal interface – together with the General Manager- with the home owners as well as other sectors of MVCI. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
Candidate Profile
Experience
Skills and Knowledge:
Extensive knowledge of Resort operations including rooms, food and beverage.
Solid knowledge of food and beverage concepts and sales strategies
Retail merchandising skills
Knowledge of purchasing, inventory controls, supplies and equipment
Knowledge of governmental regulations and safety standards
Working knowledge of hotel laws governing operations
Strong organization skills
Ability to effectively manage labor productivity
Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
Ability to use standard software applications and hotel systems
Ability to use strategic planning and product positioning skills to grow the business
Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
Ability to manage customer preference, loyalty and satisfaction
Ability to take constructive action without relying on directions from others
Ability to network and build relationships to grow the business
Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
Strong problem-solving skills; encourages new innovative solutions when appropriate
Strong analytical skills
Strong communication skills (verbal, listening, writing)
Effective influence skills
Strong consensus building skills
Good negotiation skills
Effective change management skills
Strong associate relations skills
Education or Certification
High School Diploma or equivalent required; Bachelor's Degree preferred
Business Results :
Balanced Scorecard Results: Develops strategies and executes activities to drive and continually improve financial results, guest satisfaction and associate satisfaction.
Operations:
Sets expectation and holds leadership team accountable for implementing the hotel strategy and brand initiatives. Continuously challenges the team to improve operations.
Ensures compliance with brand operating standards to maintain brand integrity.
Guest Satisfaction:
Focuses leadership team on delivering services and products to meet or exceed guest expectations, create customer loyalty and grow market share. Champions the brand service strategy across all associate levels and continually focuses on improving guest satisfaction.
Human Resources:
Sets expectation with leadership team to hire, develop and retain a diverse management team.
Reinforces the need for strong functional expertise, creativity and entrepreneurial leadership in the operation.
Focuses on building team synergy to deliver results.
Creates and sustains a work environment that embraces the brand's culture, ensures fair and equitable treatment and associate satisfaction to enable business success.
Financial Management:
Oversees the annual operating budget including capital expenditures to achieve or exceed budget expectations for the property.
Ensures successful performance by maximizing profitability and providing a return on investment for the owner and Marriott International.
Encourages leadership team to identify opportunities to increase profits and create value.
Challenges existing processes, rewards innovative thinking and drives necessary change to maximize financial performance.
Owner Relations:
Develops a trusting and respectful business partnership with home owners by communicating effectively and meeting or exceeding expectations in operations management and financial performance.
Technical Expertise (Learning and Applying Personal Expertise)
The following are specific responsibilities and contributions critical to the successful performance of the position:
Operations Management
Develops a Resort strategy that is aligned with the brand's business strategies. Ensures sustainable work processes and systems are put in place to support execution of the strategy. Continually communicates a clear and consistent message regarding Resort goals to produce desired results
Identifies key drivers of business success and keeps team focused on the critical few to achieve results; ensure integration of resort goals in departmental game plans.
Integrates business information and foresees events which may directly or indirectly affect the property’s business plan. Analyzes business results and works with executive committee to develop an effective strategy to address needs.
Makes key decisions and oversees execution, removes obstacles to success and ensures adequate resources are available to achieve business results.
Creates a synergistic leadership team and business environment that consistently delivers positive results and continuously strives to improve these results.
Inspires and motivates team achieve operational excellence; encourages calculated risk-taking.
Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Is perceptive of resort environment. Reviews public space walk-through results and ensures building is well maintained and operational areas have an atmosphere that meets or exceeds guest expectations.
Ensures quarterly food and beverage audits are conducted in accordance with standard operating procedures (SOPs). Reviews results and takes corrective action as necessary.
Ensures brand standards are maintained.
Ensures property is a safe and secure facility for guests and associates. Communicates and ensures execution of hotel emergency procedures.
Guest Satisfaction :
Champions the brands service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer; ensures core elements of the service strategy are in place to produce the desired results.
Serves as the customer advocate on the property. Pulls together resources to resolve guest and operational issues and impact results.
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with leadership team and ensures appropriate corrective action is taken.
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures leadership team is focused on service failures or potential service failures for high profile owners e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to meet or exceed guest expectations and continually improve results.
Ensures that a customer recognition program is in effect throughout all operations areas.
Human Resources :
Hires executive committee team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
Creates appropriate development plans and develops executive committee members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in the property.
Is knowledgeable of leadership talent in the property; identifies resource needs to strengthen team and plans for future openings.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
Ensures service, technical skills and leadership training occurs throughout the property to support successful daily operations.
Establishes and maintains open, collaborative relationships with direct reports and entire leadership team. Ensures direct reports do the same for their team.
Establishes a presence with associates on property and actively solicits associate feedback. Utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably.
Ensures that regular on-going communication takes place throughout the property to recognize performance, set expectations and create awareness of business objectives.
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas.
Ensures Resort policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
Ensures resort participates in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Spirit to Serve our communities day).
Financial Management:
Reviews financial reports and statements to determine how business unit is performing against budget. Works with executive committee to determine areas of concern and develops strategies to improve the property's financial performance. Leads cost containment efforts within the property including organizational restructuring when necessary.
Strives to maintain profit margins without compromising guest or associate satisfaction.
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
Highlights trends that are likely to shape the wants and needs of internal and external customers of the future; leads the organization in exploring business opportunities that create value for the customer while driving profit.
Conducts comparative analysis and gathers best practices. Encourages leadership team to either establish new processes or improve existing processes to yield greater productivity e.g., banquet set-up and Ensures capital expenditure funds are being used to address the priorities outlined in the brand business strategy.
Ensures contracts negotiated with retailers, service vendors and other contractors are beneficial for the property in accordance with SOPs (e.g., Avendra).
and develops strategies to improve the property's financial performance. Leads cost containment efforts within the property including organizational restructuring when necessary.
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
Highlights trends that are likely to shape the wants and needs of internal and external customers of the future; leads the organization in exploring business opportunities that create value for the customer while driving profit.
Conducts comparative analysis and gathers best practices. Encourages leadership team to either establish new processes or improve existing processes to yield greater productivity and Ensures capital expenditure funds are being used to address the priorities outlined in the brand business strategy.
Ensures contracts negotiated with retailers, service vendors and other contractors are beneficial for the property in accordance with SOPs (e.g., Avendra).
Other:
Performs other duties as assigned to meet business needs. Ensures that regular on-going communication takes place throughout the property to recognize performance, set expectations and create awareness of business objectives.
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas.
Ensures resort policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
Ensures hotel participates in community service events sponsored by MVC to build teamwork and enhance community relationships (e.g., Spirit to Serve our communities day).
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture