Marriott International - St. Petersburg, FL
posted 4 months ago
The Director of Room Operations functions as the strategic business leader of the property's Rooms Operations, overseeing key areas such as Front Office, Recreation/Health Club, and Housekeeping. This position collaborates with direct reports, including department heads, to develop and implement departmental strategies that align with the brand's service strategy and initiatives. The Director ensures that Rooms Operations meet the brand's standards while focusing on customer needs, associate satisfaction, revenue growth, and maximizing financial performance. As a member of the Executive Committee, the Director is responsible for developing and implementing property-wide strategies that deliver products and services to meet or exceed the expectations of the brand's target customers and associates, ultimately providing a return on investment to the owner and Marriott International. The ideal candidate will possess a strong educational background, with either a 2-year degree in Business Administration, Hotel and Restaurant Management, or a related major, along with 4 years of relevant experience in guest services, front desk, housekeeping, sales and marketing, or management operations. Alternatively, a 4-year bachelor's degree in a similar field with 2 years of experience is also acceptable. The role requires a focus on managing profitability by demonstrating and communicating key drivers of guest satisfaction, analyzing service issues, and making necessary decisions to achieve goals. The Director will monitor Rooms operations sales performance against budget, review financial statements, and coach the operations team to effectively manage occupancy, rates, wages, and controllable expenses. In addition to managing revenue goals, the Director will lead operations and department teams by championing the brand's service vision and ensuring alignment among the Rooms leadership teams. This includes developing systems to help associates understand guest satisfaction results and communicating departmental goals clearly. The Director will also manage the guest experience by reviewing feedback, responding to complaints, and creating an atmosphere that meets or exceeds guest expectations. Human resources activities are also a key component of this role, as the Director will facilitate the development of creative solutions to improve guest satisfaction, ensure fair treatment of associates, and conduct performance appraisals. Overall, the Director of Room Operations plays a crucial role in driving the success of the property's Rooms Operations and ensuring a high level of service delivery.