Director of Rooms

4 weeks ago


Miami, United States Marriott Vacations Worldwide Full time

Relocation Assistance Available **Education and Experience** + 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; OR 4years experiencein 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 identifiestrends. + 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. \#LI-OE1 Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture


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