Marriott
Location
Phoenix, AZ | United States
Job description
Job Number 24019648
Job Category Rooms & Guest Services Operations
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely?Y
Relocation?N
Position Type Management
JOB SUMMARY
The Sr. Director of Operations, Gaylord Hotels is a key member of the US & Canada Continent Lodging Services team. This position provides operational leadership and consultation across Gaylord Hotels and acts as a business partner to the Gaylord Area Vice President, Property Leadership (GMs, Dept. Leaders), Gaylord/Ryman leaders, and other Continent team partners. Additionally, this role serves as the Brand Operations leader for Gaylord hotels providing brand operations direction and helping to ensure brand standards and compliance. This resource will leverage and collaborate with discipline functions to maximize owner-, guest satisfaction and deliver balanced scorecard results. Primary responsibilities include driving Operational Excellence and leading the execution efforts of brand, region, and discipline priorities. The Sr. Director, Operations, Gaylord Hotels will report to the Vice President Operations, U.S. & Canada.
Resource will be located on the US mainland, in close proximity to a major airport.
CANDIDATE PROFILE :
Experience and Education
Required
+ 10+ years of progressively responsible work experience in hotel industry leading operations disciplines
+ Ability to operate in a highly matrixed organization
+ Demonstrated strong project management skills and ability to independently manage multiple projects and competing priorities
+ Track record of putting in place strong systems and processed to effectively implement and execute multiple programs
+ Must have strong knowledge in areas related to all food and beverage operations, event management, rooms operations, SOPs and P&L budgeting
+ Possess strong oral and written communication skills, excellent interpersonal skills; able to collaborate effectively with General Managers, Executive Committee Members, and Key Stakeholders
+ Ability to travel an average of 75% of the time
Preferred
+ 4-Year Bachelor’s Degree from an accredited university in Business Administration, Hotel Management, or related field
+ Must be a self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader MI team.
+ Proven success prioritizing and managing multiple projects and stakeholders simultaneously.
+ Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.
+ Proven interpersonal, problem resolution skills, coupled with the ability to positively influence without direct authority.
+ Demonstrated strong relationship skills; ability to build trust and credibility.
+ Demonstrated ability to assess stakeholder needs, creatively approach solutions, and decide and influence appropriate courses of action.
+ Ability to innovate and articulate new concepts clearly and in a compelling way.
CORE WORK ACTIVITIES :
Leadership
+ Provide consultation and support to the operations functions (Food & Beverage, Event Management, Spa, Retail, Golf, Rooms & Related services) in the continent promoting organizational alignment to the brand, discipline, and business priorities.
+ Act as the strategic business partner to the Operations stakeholders in achieving optimum performance in the balance scorecard goals including revenue generation, achievement of profit and guest service goals.
+ Identify business opportunities or risks by keeping abreast of industry, competitor, economic, and internal trends.
+ Source benchmark performance/best practices for consideration/implementation across the continent.
+ Collaborate with counterparts across geographies to solve business complexities, refine operational processes, and identify shared opportunities/priorities.
Business/Functional Results
+ Accountable for aligning Operations associates on the vision and mission of providing superior guest experiences in alignment with brand differentiators.
+ Strengthen competitive advantage by advocating and supporting sound business. Promote and influence market/property leadership for stimulating business opportunities, improving service, increasing profitability, and improving the guest experience.
+ Champion the BLT process at hotels. Evaluate to ensure BLT expectation and accountability at property level, and correlate results in support of service strategy. Act as a resource as needed.
+ Evaluate GSS , Financial results, and appropriate metrics to identify and manage business and financial risks. Drive accountability through collaboration with market leaders on correlating business results to trends, adoption of key initiatives, etc.
+ Maintains discipline brand standards and ensures tools to execute the strategy are in place.
+ Represent Gaylord Brand as a Member of Global Standards Brand Team.
Managing Execution / Building Relationships
+ Partner with global operations, continent leadership, and regional teams to support work processes that drive innovation, build synergies, enhance brand differentiation, and speed to market.
+ Establish/enhance effective communication channels across stakeholders in-market and across continent. Assume conduit role for feedback from market to Global Operations/Discipline partners.
+ Drive strong focus on executing against/evolving the on-property digital experience.
+ Acts as the US & Canada subject matter expert regarding delivery of superior guest services and experiences through well versed comfort level with total Hotel Operations Brand Standards and MI’s Quality Assurance process and program. Identify opportunities to improve product quality, service delivery, and financial performance.
+ Leverage and analyze guestVoice Social Media & ESS data for consistent execution and pull through of enterprise wide Initiatives, Products, Programs, and Services. Determine (discipline) specific resources/needs and partner with respective subject matter experts to elevate results.
+ Coordinate new hotel opening support to include market research, concept development, space plan reviews, talent selection, and task force needs.
+ Lead the effort to drive Ancillary Revenue in all hotels to ensure proper pricing which will maximize sales and profitability.
+ Conduct property visits as needed and provide recommended actions; ensure accountability measures are in place. Identify opportunities to improve product quality, service delivery, and financial performance.
+ Fosters productive working relationships with the AVP and market discipline leaders to address hotel operational challenges.
+ Assist with inquiries to ensure balance, reduce conflict and understanding their needs.
+ Facilitate both large and small meetings, including those in a virtual teaming environment, to drive targeted outcomes.
+ Assist with activations and sponsorship pull through with strategic vendor partnerships.
+ Connect with Marriott Architecture and Design team to update Brand Design and Build Standards.
Perform other duties as assigned.
LEADERSHIP COMPETENCIES :
Create Belonging -Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion.
+ Models and empowers others to monitor partner/customer feedback, satisfaction, and relevant metrics to deliver enhanced services.
+ Applies existing data and resources to create innovative service strategies.
+ Seeks out, builds, and maintains diverse partnerships/relationships across the company and industry.
+ Models and coaches team on building and maintaining diverse partnerships & relationships.
Develop Others -Develop diver
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