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Job Summary

The Director of Operations acts as the strategic business leader responsible for the hotel's operational areas. Primary areas of accountability may include Front Office, Recreation/Health Club, Housekeeping, Food & Beverage/Culinary and Engineering/Maintenance. The role partners with department heads to define and carry out departmental plans, ensuring the brand’s service standards and initiatives are put into practice. The Director ensures operations meet brand expectations, satisfy guests, support employee engagement, drive revenue growth, maximise departmental financial performance and foster constructive owner relationships. The role also develops and implements property-wide strategies to deliver products and services that meet or exceed the expectations of the brand’s target customers and employees while providing a return on investment.

Candidate Profile

Education and experience (one of the following):

• Two-year degree from an accredited institution in Business Administration, Hotel and Restaurant Management or a related field, plus 4 years of experience in guest services, front desk, housekeeping, sales & marketing, operations management or a related professional area.
• OR a four-year bachelor's degree in Business Administration, Hotel and Restaurant Management or a related field, plus 2 years of experience in guest services, front desk, housekeeping, sales & marketing, operations management or a related professional area.

Core Work Activities

Managing profitability

• Identify and communicate the main drivers of guest satisfaction for the brand’s target clientele.
• Analyse service-related issues and spot trends to inform improvements.
• Make and implement decisions necessary to move the property toward its goals.
• Work with the hotel leadership team to create an operational strategy aligned with the brand’s business objectives and lead its execution.

Managing revenue goals

• Monitor operational sales performance against budget.
• Review reports and financial statements to assess operations versus budget.
• Coach and support the operations team in managing occupancy & rate, wages and controllable expenses.
• Review wage progress, compare budgeted to actual wages, coach direct reports on issues and hold teams accountable for results.

Leading operations and department teams

• Champion the brand’s service vision for product and service delivery and ensure alignment across hotel leadership.
• Develop systems so employees understand guest satisfaction results.
• Communicate clear, consistent departmental goals to secure the desired outcomes.

Managing the guest experience

• Review guest feedback with leadership and ensure corrective actions are taken as needed.
• Respond to and resolve guest problems and complaints.
• Maintain a visible presence to obtain regular customer feedback on product quality, service levels and overall satisfaction.
• Create an environment in Rooms and Food & Beverage areas that meets or exceeds guest expectations.

Managing and conducting human resources activities

• Encourage development of creative solutions to overcome operational obstacles and ensure their implementation to improve guest satisfaction.
• Ensure fair and equitable treatment of employees and regular communication within Operations (e.g., pre-shift briefings, staff meetings).
• Foster employee commitment to excellent service, participate in daily stand-ups and model desired service behaviours.
• Include guest satisfaction as a regular component of staff/operations meetings with emphasis on continuous improvement.
• Set goals and expectations for direct reports using performance reviews and hold staff accountable for performance.
• Solicit employee feedback, maintain an open-door policy and review employee satisfaction results to address concerns.
• Administer property policies fairly and consistently; complete disciplinary documentation following SOPs and LSOPs and support the Peer Review Process.
• Conduct annual performance appraisals for direct reports according to Standard Operating Procedures.
• Lead change by implementing brand and regional business initiatives and communicating follow-up actions to the team when required.

Benefits

• Equal opportunity employer: Marriott International is committed to non-discrimination and values diverse backgrounds and experiences.
• Opportunity to join St. Regis Hotels & Resorts within the Marriott International portfolio and be part of a global team focused on bespoke, anticipatory service.
• Work in an environment that supports professional growth and being part of a luxury brand known for its signature service (e.g., Butler Service).

Requisiti

Two qualification options: (1) 2-year degree in Business Administration/Hotel & Restaurant Management (or related) + 4 years relevant experience; OR (2) 4-year bachelor's degree in Business Administration/Hotel & Restaurant Management (or related) + 2 years relevant experience in guest services, front desk, housekeeping, sales & marketing, management operations or related area.