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. 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.

JW Marriott is part of Marriott International's luxury portfolio
and consists of more than 100 beautiful properties in gateway cities
and distinctive resort locations around the world. JW believes our associates
come first. Because if you’re happy, our guests will be happy. JW Marriott
associates are confident, innovative, genuine, intuitive, and carry on
the legacy of the brand’s namesake and company founder, J.Willard Marriott.

Our hotels offer a work experience unlike any other, where you’ll be part of
a community and enjoy true camaraderie with a diverse group of co-workers. JW
creates opportunities for training, development, recognition and most
importantly, a place where you can pursue your passions in a luxury environment
with a focus on holistic well-being. Treating guests exceptionally starts
with the way we take care of our associates. That’s The JW Treatment™.
In joining JW Marriott, 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.