Director of Room Operations

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms
Operations. Areas of responsibility include Front Office, , Recreation/Health
Club and Housekeeping. 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 Rooms
Operations meet the brand’s standards, targets customer needs, ensures associate
satisfaction, focuses on growing revenues and maximizes the financial
performance of the department. As a member of the Executive Committee, 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 associates and provides a return on investment to the owner and Marriott
International.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from
an accredited university in Business Administration, Hotel and Restaurant
Management, or related major; 4 years experience in the guest services, front
desk, housekeeping, sales and marketing, management operations, or related
professional area.

OR

• 4-year bachelor's degree in Business
Administration, Hotel and Restaurant Management, or related major; 2 years
experience in the guest services, front desk, housekeeping, sales and marketing,
management operations, or related professional area.

CORE WORK ACTIVITIES

Managing
Profitability

• 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 Rooms management team to develop an operational strategy that
is aligned with the brand’s business strategy and leads its execution.

Managing Revenue Goals

• Monitors Rooms
operations sales performance against budget.

• Reviews reports
and financial statements to determine Rooms 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.

Leading Operations and Department Teams

•
Champions the brand’s service vision for product and service delivery
and ensures alignment amongst the Rooms leadership teams.

• Develops
systems to enable associates to understand guest satisfaction results.

•
Communicates a clear and consistent message regarding departmental goals
to produce desired results.

Managing the Guest
Experience

• 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.

Managing and Conducting Human Resources
Activities

• Facilitates the development of creative solutions
to overcome obstacles and ensures implementation to continually improve guest
satisfaction results.

• Ensures associates are treated fairly
and equitably.

• Ensures that regular, ongoing communication is happening
in Rooms (e.g., pre-shift briefings, staff meetings).

• 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.

• 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 associate feedback, utilizes
an “open door policy” and reviews associate satisfaction results to identify
and address associate 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.

Every day, we set the standard for rare and special luxury service
the world over and pride ourselves on delivering excellence in the care
and comfort of our guests.

Your role will be to ensure that
the “Gold Standards” of The Ritz-Carlton are delivered graciously
and thoughtfully every day. The Gold Standards are the foundation of
The Ritz-Carlton and are what guides us each day to be better than the next.
It is this foundation and our belief that our culture drives success by
which The Ritz Carlton has earned the reputation as a global brand leader
in luxury hospitality.

As part of our team, you will learn and exemplify the Gold Standards, such
as our Employee Promise, Credo and our Service Values. And our promise to you
is that we offer the chance to be proud of the work you do and who you work
with.

In joining The Ritz-Carlton, you join a portfolio
of brands with Marriott International. Be where you can do your best
work, begin your purpose, belong to an amazing global team,
and become the best version of you.