Description
Job Summary
CLS Position Summary
As a member of the professional staff, contributes a high level of specialized knowledge and skill in the Operations area to support department and/or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives.
Specific Job Summary
The Senior Director of Operations is responsible for overseeing Rooms Operations, Food & Beverage Operations and Quality Assurance for all hotel brands in the assigned Market. A key responsibility is to ensure “pull through” of programs, processes and initiatives at the property level. Specific areas of focus include operations troubleshooting, working effectively with property management teams, technical training, International Quality Assurance Program, pre‑opening, hotel conversions, effective F&B concepts, front office, housekeeping, spa and recreation.
Candidate Profile
Education and Experience
* Generally a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations as well as associate and/or organizational management experience.
* College degree and/or relevant experience generally required.
* 10 years progressive work experience in the hotel industry with focus in Rooms/ F&B Operations.
* Proven experience in understanding contracts, presentation/ public speaking skills, International SOP’s, operations budgets and capital budgets is essential.
* Considerable work experience in the ANZP market is essential.
* Prior General Manager experience is an advantage.
Core Work Activities
CLS Expected Contribution
* Develops operating plans and workable business processes for own department in alignment with function strategy.
* Manages larger business processes and/or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
* Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
* Is responsible for own work and contributing to team, department and/or business results. May direct work of non‑management staff. Typically influences work of cross‑functional or extended teams.
* Assists more senior associates in achieving business results by:
* Acting in a consultative fashion to implement programs impacting the broader organization.
* Assisting in the development and communication of broader organizational goals.
* Achieving results against budget within scope of responsibility.
* Taking calculated risks to move the department or team forward.
* Developing and using systems to organize and keep track of information.
* Balancing the interests of own group with the interests of the organization.
* Working with others to identify and remove barriers to success.
* Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
* Performs other duties as appropriate.
Specific Expected Contribution
* Rooms Operations – assists hotel management teams with the successful implementation of all initiatives and programs. Initiatives and programs include Comfortable Bedding, At Your Service, HSIA, Reduce P/E by 50%, Elite Benefits.
* Food & Beverage Operations – assists hotel management teams with the successful implementation of all initiatives and programs. Current initiatives include Event Management Brand Standards, Street Restaurant, Momentum and Breakfast.
* Quality Assurance – ensures all hotels understand and comply with company brand standards and International Quality Assurance Program. Follows up with all yellow and red zone hotels in Area for brand standards audits and GSS. Ensures brand standards are in place at all hotels.
* Food and Beverage Concepts – assists property management with execution of restaurant/ bar concept documentation to ensure concept integrity and significantly improve guest experience, revenues and profits.
* Food Safety – ensures property teams are fully fluent in all food safety procedures and direct certification classes as required to meet needs of the Area.
* New Openings/ Conversions – assists in the coordination of pre‑opening, task force, 5SU and operations technical training.
* Assists in coordination of technical training for Market. Coordinates task force as needed for problem properties.
* Ensures area hotels operate with respect to specific brand service programs (ie Spirit to Serve, Savvy Service, etc).
* Responds to complex or ambiguous situations without losing focus of key hotel objectives.
* Together with RVP and Senior Director of Operations, consistently recognizes and rewards outstanding associate performance in improving area’s hotels performance and/or customer satisfaction.
* Improves business results by leveraging shared resources and processes. Also initiating revenue driving initiatives for F&B areas and spas.
* Uses technology effectively to communicate and influence throughout the organization in a timely, high‑impact manner.
* Plays role in continually developing and attracting new diverse, high‑caliber talent that makes a strong positive impact on the organization.
* Looks outside Marriott to identify and implement innovations that improve business performance.
Management Competencies
Leadership
* Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
* Building and Contributing to Teams – Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
* Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment of goals; proactively takes action and goes beyond what is required.
* Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensures work is completed.
Building Relationships
* Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
* Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
* Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
* Talent Management – Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
* Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others.
* Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
* Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function‑specific work challenges.
Basic Competencies
* Operations Execution – The ability to systemically implement, evaluate, and sustain operations programs to ensure that the products and services being executed deliver the intended benefits, create value, contribute to guest satisfaction, and meet the needs of the various stakeholders (guests, property staff, brand, CLS, etc.).
* Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
* Mathematical Reasoning – Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work‑related issues.
* Oral Comprehension – Listens to and understands information and ideas presented through spoken words and sentences.
* Reading Comprehension – Understands written sentences and paragraphs in work related documents.
* Writing – Communicates effectively in writing as appropriate for the needs of the audience.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. We are committed to non‑discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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