Director of Room Operations

[{{ $ctrl._job.status.name | translate}}] Director of Room Operations
JW Marriott Parq Vancouver

Posted

Job description

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include JW Front Office, Douglas Front Office and Dual Property 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 Senior Leader, 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.

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Notification to Applicants: JW Marriott Parq Vancouver takes seriously its obligations under the applicable provincial legislation and will provide accommodations to job applicants needing assistance.  If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request.  Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

Requirements

See description

Job type
Full-time
Location
Vancouver, Canada
Department
Rooms division
Starting in
As soon as possible

Other suggested jobs

{{:: 'Make Your Mark in the Hospitality Industry' | ellipsis : 40 : true }}

{{:: 'The Fairmont Chateau Lake Louise' | ellipsis : 35 : true }}

{{:: 'Hotel Manager / Gastgeber (m/w)' | ellipsis : 40 : true }}

{{:: 'Wengen Classic Hotels' | ellipsis : 35 : true }}

{{:: 'Guest Service Manager' | ellipsis : 40 : true }}

{{:: 'Sheraton Grand Doha Resort & Convention Hotel' | ellipsis : 35 : true }}

{{:: 'Guest Service Centre Agent' | ellipsis : 40 : true }}

{{:: 'Le Meridien Piccadilly' | ellipsis : 35 : true }}
Other jobs
Steward
Constantine, Algeria
Bellman
Kigali, Rwanda
View 16211 other offers