Marriott Vacations Worldwide

Director of Room Operations

Marriott Vacations Worldwide • $90K — $120K *
Incline Village, NV 89451In-Person
Hospitality & Recreation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 2-year degree in Business, Hotel Management, or related field with 4 years' experience in guest services or related area.
  • 4-year bachelor's degree in Business, Hotel Management, or related field with 2 years' experience in guest services or related area.

Responsibilities

  • Manage profitability by analyzing service issues and identifying trends.
  • Monitor Rooms operations sales performance against budget and review financial statements.
  • Coach operations team to manage occupancy rates and controllable expenses effectively.
  • Champion brand service vision and align it among Rooms leadership teams.
  • Review guest feedback to ensure corrective action is taken and enhance guest satisfaction.
  • Create an atmosphere that exceeds guest expectations in Rooms and Food and Beverage areas.
  • Facilitate employee communication and ensure they are treated fairly and equitably.

Benefits

  • Ongoing communication practices within departments.
  • Employee development opportunities.
  • Commitment to fair treatment and equity in the workplace.
  • Regular performance reviews to support employee growth.
  • Emphasis on creating innovative solutions for guest satisfaction.
Full Job Description
This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

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 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 Rooms (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.


About Marriott Vacations Worldwide

Marriott Vacations Worldwide Corporation develops, markets, sells, and manages vacation ownership and related products under the Marriott Vacation Club, Grand Residences by Marriott, Sheraton, Westin, Hyatt Residence Club, and Marriott Vacation Club Pulse brands. The company also develops, markets, and sells vacation ownership and related products under The Ritz-Carlton Destination Club brand; and holds right to develop, market, and sell ownership residential products under The Ritz-Carlton Residences brand. As of December 31, 2020, it operated approximately 120 resorts and approximately 700,000 owners in a range of vacation experiences in approximately 100 countries and territories. The company was formerly known as Marriott Vacations Worldwide Corporation and changed its name to Marriott Vacations Worldwide Corporation in April 2011. Marriott Vacations Worldwide Corporation was founded in 1984 and is headquartered in Orlando, Florida.
Learn more about Marriott Vacations Worldwide
Size
20,300 employees
Market Cap
$5 billion
Industry
Business Services
Net Income
-$275 million
5 Year Trend
+14.2%
Revenue
$2.8 billion
NASDAQ
VAC
* Ladders Estimates

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