Dir- Of Operations

Job Number ‎23125869
Job Category Rooms & Guest Services Operations
Location JW Marriott Hotel Riyadh, King Fahad Road, Riyadh, Saudi Arabia,
Saudi Arabia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Functions as the strategic business leader of the property's Hotel Operations.
Areas of responsibility may include Front Office, , Recreation/Health Club,
Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance. 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
brand's 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
property-wide strategies that deliver products and services to meet or exceed
the needs and expectations of the brand's target customer and employees and
provides a return on investment.

CANDIDATE PROFILE

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 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.

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every
opportunity while keeping the comfort of the oh-so-familiar all around the
globe. As a host with Marriott Hotels, you will help keep the promise of
"Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-
thinking service that upholds and builds upon this living legacy. With the
name that's synonymous with hospitality the world over, we are proud to
welcome you to explore a career with Marriott Hotels. In joining Marriott
Hotels, you join a portfolio of brands with Marriott International. Be
where you can do your best work, begin your purpose, belong to an
amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists
of more than ‎100 beautiful properties in gateway cities and distinctive resort
locations around the world. JW believes our associates come first. Because if
you're happy, our guests will be happy. JW Marriott associates are confident,
innovative, genuine, intuitive, and carry on the legacy of the brand's
namesake and company founder, J.Willard Marriott. Our hotels offer a work
experience unlike any other, where you'll be part of a community and enjoy
true camaraderie with a diverse group of co-workers. JW creates opportunities
for training, development, recognition and most importantly, a place where you
can pursue your passions in a luxury environment with a focus on holistic
well-being. Treating guests exceptionally starts with the way we take care of
our associates. That's The JW Treatment™. In joining JW Marriott, you join a
portfolio of brands with Marriott International. Be where you can do your
best work, begin your purpose, belong to an amazing global team, and
become the best version of you.