Director of Operations - Honolulu Hawaii

Company: Marriott Vacations Worldwide
Location: Honolulu, Hawaii
Posted On: 04/18/2024

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.
Salary range - $94,900 - $109,080 w/bonusRelocation Assistance - Yes
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. -
Strong Japanese communication skills (speaking, reading, writing) a plus. -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 hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. - -Managing Revenue Goals ---- Monitors hotel operations sales performance against budget. ---- Reviews reports and financial statements to determine hotel 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 hotel leadership teams. ---- Develops systems to enable employees 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 employees are treated fairly and equitably. ---- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings). ---- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. ---- 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 employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee 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. - -
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. More...

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