Director of Operations - Group Holding

Confidential Company

Position: Director of Operations

Department: Executive Office

Reporting to: General Manager

What’s the job?

Responsible for overseeing the day-to-day operations in the hotel and apartments; ensuring

seamless coordination between departments, maintaining high service standards, and

optimizing overall operational efficiency. This role is central to delivering an excellent guest

experience while ensuring cost control and seamless operational workflows.

Areas of responsibility will include Front Office, Recreation, Housekeeping, Food and Beverage

Service, Culinary Operation and Engineering.

Your day-to-day:

• Works with direct reports to develop and implement departmental strategies and ensures

implementation of the brand service strategy and other brand initiatives.

• Meet the brand’s standards, target customer needs, ensure employee satisfaction, focus on

growing revenues and maximize the financial performance of the hotel.

• Develop, manage and implement an innovative and competitive annual strategic plan for

the property to set clear prioritization of resources against budget to grow market share,

brand preference and total revenue.

• Develop and implement property-wide strategies that deliver products and services to meet

or exceed the needs and expectations of the brand’s target customer and provide a return

on investment.

• Must effectively balance cost with maintaining high-quality services, ensuring that all

operational costs contribute to profitability.

• Ensure the hotel meets overall Marriott regulations and SOPs, health and safety standards,

and environmental guidelines. This is particularly important as Marriott’s focus on

sustainability and energy efficiency is a key KPI for all hotel leaders.

• Take a proactive lead in driving initiatives across the hotel team to support the hotel’s

responsible business agenda towards Corporate Social Responsibility.

• Create and manage hotel budgets and forecasts along with financial head and operational

leaders.

• To monitor revenue streams and to ensure strategic plans are in place for continual optimal

revenue management.

• Leverage external partnerships with property vendors, agencies and suppliers ensuring

compliance to the Marriott ways of working.

• Drive and implement guest experience strategies along with the operational HODs to

achieve the key drivers of guest satisfaction.

• Analyze guest experience issues, identify trends and implement actions plans to ensure

continuous improvement.

• Work with hotel management to develop an operational strategy that is aligned with the

brand’s business strategy and lead its execution.

• Champion the brand’s service vision for product and service delivery and ensure alignment

amongst the hotel leadership teams.

• Develop systems to enable employees to understand guest satisfaction results and ensure

consistent team focus on guest experience results.

• Communicate a clear and consistent message regarding departmental KPIs to produce

desired results.

• Stay visible and interface with guests on a regular basis to obtain feedback on quality of

product, service levels and overall guest satisfaction.

• Incorporate guest satisfaction as a component of operations meetings with an emphasis on

generating innovative ways to continually improve results.

• Set goals and expectations for direct reports using the performance management process

and hold operational management accountable for successful performance.

• Conduct annual performance appraisal with direct reports.

• Solicit employee feedback, utilize an “open door policy” and review employee satisfaction

results to identify and address employee problems or concerns.

• Champion change, ensure brand and regional business initiatives are implemented and

communicate follow-up actions to team as necessary.