n JOB SUMMARY n n Functions as the strategic business leader of the propertys Hotel Operations Areas of responsibility may include Front Office RecreationHealth Club Housekeeping Food and BeverageCulinary and EngineeringMaintenance 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 Hotel Operations meet the brands standards targets customer needs ensures employee satisfaction focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations Develops and implements propertywide strategies that deliver products and services to meet or exceed the needs and expectations of the brands target customer and employees and provides a return on investmentn n CANDIDATE PROFILE n n Education and Experience n 2year 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 arean ORn 4year bachelors 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 arean n CORE WORK ACTIVITIES n n Managing Profitability n Demonstrates and communicates key drivers of guest satisfaction for the brands target customern Analyzes service issues and identifies trendsn Makes and executes the necessary decisions to keep property moving forward toward achievement of goalsn Works with hotel management team to develop an operational strategy that is aligned with the brands business strategy and leads its executionn n Managing Revenue Goals n Monitors hotel operations sales performance against budgetn Reviews reports and financial statements to determine hotel operations performance against budgetn Coaches and supports operations team to effectively manage occupancy rate wages and controllable expensesn Reviews the Wage Progress Report and compares budgeted wages to actual wages coaching direct reports to address problem areas and holding team accountable for resultsn n Leading Operations and Department Teams n Champions the brands service vision for product and service delivery and ensures alignment amongst the hotel leadership teamsn Develops systems to enable employees to understand guest satisfaction resultsn Communicates a clear and consistent message regarding departmental goals to produce desired resultsn n Managing the Guest Experience n Reviews guest feedback with leadership team and ensures appropriate corrective action is takenn Responds to and handles guest problems and complaintsn Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfactionn Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectationsn n Managing and Conducting Human Resources Activities n Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction resultsn Ensures employees are treated fairly and equitablyn Ensures that regular ongoing communication is happening in Operations eg preshift briefings staff meetingsn Fosters employee commitment to providing excellent service participates in daily standup meetings and models desired service behaviors in all interactions with guests and employeesn Incorporates guest satisfaction as a component of staffoperations meetings with an emphasis on generating innovative ways to continually improve resultsn Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performancen Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concernsn 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 Processn Conducts annual performance appraisal with direct reports according to Standard Operating Proceduresn Champions change ensures brand and regional business initiatives are implemented and communicates followup actions to team as necessaryn nnn nn At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity We actively foster an environment where the unique backgrounds of our associates are valued and celebratedOur greatest strength lies in the rich blend of culture talent and experiences of our associates We are committed to nondiscrimination on any protected basis including disability veteran status
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