Director, Room Operations in Orlando Operations Center at Marriott Vacations Worldwide Call Center

Date Posted: 3/4/2021

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.

Generic Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally, works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives. 

Specific Job Summary

The Director of Rooms Operations for MVW is responsible for overseeing Rooms Housekeeping Operations for all brands within MVW which includes MVC, Sheraton, Westin and Hyatt Vacation Clubs.

A key responsibility is to ensure “pull through” of all rooms and housekeeping related programs, initiatives, at the property level. Specific areas of focus include operations troubleshooting, positive collaboration with property leadership teams, technical training, BSA audit follow up, pre-opening, conversions, and rooms and housekeeping financial accountability. This role is in full support of the Vice President of Resort Operations and Experience.

Generic Expected Contributions

  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves, and makes decisions on more complex/non-routine business requests with limited to moderate risk. 
  • Works to enhance the organization’s capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • hiring for diversity and balance of skills.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

Leads a collaborative cross-functional effort across several business units (Resort Operations, Information Resources, Field Operations, etc.) in the development, roll-out and implementation of Rooms & Related projects and initiatives which impact guest experience, associate experience, and financial results.

Key areas of responsibility (details below):

  • Rooms & Related Technology Project Management
  • Rooms & Related Process Improvement Initiatives
  • Vendor Management
  • Lead Housekeeping Support

ASGARD Project Lead Manager

  • Responsible for overall management for implementation and development items for ASGARD tool
  • Responsible for global support with site teams to ensure they have all the tools to utilize Asgard to its fullest.
  • Provide direction and support for ASGARD roll-out to designated resorts.
  • Develop system based on field input as it relates to both guest "work order" and “preventative maintenance”.
  • Responsible for post-implementation audit to determine quality of program utilization by site and ongoing training to ensure system is being optimized.
  • Enhance solution for automation opportunity; expand device options and standards; address signal coverage concerns.
  • Develop robust training program for ongoing support, preventative maintenance, financial tools, and the work order console.   
  • Responsible for implementation of metrics and measures that will track impact of program at regional and divisional level.
  • Develop strategy to address integrated resorts, Aruba, and Europe.

Villa Preventive Maintenance

  • Responsible for reinvention of Villa Preventative Maintenance program – standardize terminology, scope, and definition.
  • Identify current state of required tasks and frequencies for all preventive maintenance programs in Housekeeping.
  • Establish comprehensive program that establishes requirements, standards, and processes in support of a consistent Villa PM program
  • Establish and manage staffing and budget guidelines for resorts in support of program.

Lead Housekeeping Support

  • Sourcing of outside vendors for standardized programming
  • Developing standards and detailed programs to be used by all MVW resorts across the division.     
  • Responsible for development of Basic Service Levels (BSLs) and Standard Operating Procedures (SOPs) for all components of Housekeeping.
  • Provides guidance to individual resorts on current operations, including suggested space (re)planning, space utilization.
  • Provide daily support for field related questions/needs.
  • Monitor activities web communication tool (blog) to help troubleshoot problems, share best practices etc.
  • Ownership of all communication between Corporate and field leadership in applicable departments, including GSS metrics, training needs, staffing guidelines, newsletters, department intranet sites and department webinars.

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally, a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience.  College degree and/or relevant experience typically required.

Specific Candidate Profile

Education

  • College degree or equivalent work experience in Hospitality Management.

Experience

  • Minimum of 7-10 years professional work experience with a minimum 5 years’ experience within the Hospitality industry, ideally with rooms/housekeeping experience in multiple corporate support functions.
  • Previous experience in housekeeping programming for resorts, including space and program planning, program implementation etc. is preferred.
  • Demonstrable success with the execution of new, division-wide programs and initiatives.
  • Thorough understanding of existing work processes of resorts and corporate support departments, as well as of inter-dependencies between resort operating departments and corporate support departments.
  • Experience in leading, managing and coordinating efforts and resources across multiple functions.
  • Experience in working with the Microsoft Office suite (Excel, Word, PowerPoint etc.).

Skills/Attributes

  • Strong written and verbal communication skills with proven ability to influence stakeholders.
  • Strong customer service orientation.
  • Effective interpersonal and communication skills with a balance of assertive and cooperative characteristics.
  • Excellent active listening skills.
  • Strong work ethic and proof of performance with a high degree of integrity in dealing with sensitive business information.
  • Detail-oriented self-starter with the ability to manage multiple projects in a dynamic environment with minimum supervision.
  • Must be a strong leader as well as be a team player.
  • Collaborative, inclusive predisposition and toward creative problem solving.
  • Able to work collaboratively with MVW associates in all disciplines.
  • Possess an exceptional work ethic, detail-oriented and be competitive in a self-directed environment.
  • Conceptual thinker.
  • Demonstrated ability to influence vertically and horizontally.
  • Proven ability to develop and maintain effective relationships with a broad group of stakeholders in order to build trust and influence key decisions.
  • Proven decision-making skills.
  • Willingness to travel


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