Dir-Operations-D

Description

Job Summary: This position oversees hotel operations across departments including Front Office, Recreation, Housekeeping, Food & Beverage, and Engineering, ensuring service strategy alignment, brand standards compliance, employee satisfaction, revenue growth, and financial performance. Key Highlights: 1. Lead and coordinate departmental strategies to ensure brand service and standards. 2. Manage profitability, oversee sales performance, and achieve revenue targets. 3. Enhance guest experience and employee satisfaction, driving continuous improvement. **Additional Information** **Job Number**26102326 **Job Category**Rooms \& Guest Services Operations **Location**Ad Dakhiliyah, Nizwa, Oman, Oman, 611 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Job Summary** Serves as the leader of hotel operations. Responsibilities may include Front Office, Recreation/Health Club, Housekeeping, Food & Beverage/Kitchen, and Engineering/Maintenance. Collaborates with direct reports (department heads) to develop and implement departmental strategies, ensuring execution of brand service strategies and initiatives. This role ensures hotel operations meet brand standards, address target guest needs, sustain employee satisfaction, focus on revenue growth and maximizing departmental financial performance, and build positive owner relationships. Develops and implements hotel-wide strategies to deliver products and services that meet or exceed the expectations of the brand’s target guests and employees, achieving return on investment. **Candidate Profile** **Education and Experience Requirements** * Two-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related field; plus four years of experience in guest services, front office, housekeeping, sales and marketing, management operations, or related field. OR * Four-year bachelor’s degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related field; plus two years of experience in guest services, front office, housekeeping, sales and marketing, management operations, or related field. **Core Work Activities** **Manage Profitability** * Communicate and demonstrate key drivers of guest satisfaction to the brand’s target guests. * Analyze service issues and identify trends. * Make and execute necessary decisions to drive hotel goal achievement. * Collaborate with the hotel management team to develop operational strategies aligned with the brand’s business strategy and lead their implementation. **Manage Revenue Goals** * Monitor hotel operational sales performance against budget. * Review reports and financial statements to assess hotel operational performance versus budget. * Guide and support the operations team in effectively managing occupancy, room rates, payroll, and controllable expenses. * Review payroll progress reports and compare budgeted payroll to actual payroll; guide direct reports to address problem areas and hold teams accountable for results. **Lead Operations and Departmental Teams** * Champion the brand’s product and service delivery vision and ensure alignment among the hotel leadership team. * Develop systems and keep employees informed about guest satisfaction results. * Communicate clear, consistent messages regarding departmental goals to generate intended outcomes. **Manage Guest Experience** * Review guest feedback with the leadership team and ensure appropriate corrective actions are taken. * Respond to and resolve guest issues and complaints. * Remain accessible and regularly engage with guests to gather feedback on product quality, service levels, and overall satisfaction. * Create an atmosphere in all guest rooms and food & beverage outlets that meets or exceeds guest expectations. **Manage and Conduct Human Resources Activities** * Facilitate creative solutions to overcome barriers and ensure implementation to continuously improve guest satisfaction results. * Ensure fair and equitable treatment of employees. * Ensure regular communication within the operations department (e.g., pre-shift briefings, staff meetings). * Cultivate employee commitment to delivering exceptional service; attend daily stand-up meetings; and model required service behaviors in all interactions with guests and employees. * Include guest satisfaction as part of employee/operational meetings and emphasize creating innovative approaches to continuously improve outcomes. * Use the performance evaluation process to set goals and expectations for direct reports and hold employees accountable for successful performance. * Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to identify and address employee concerns or issues. * Ensure hotel policies are enforced fairly and consistently; complete disciplinary procedures and documentation per Standards of Operations (SOP) and Local Standards of Operations (LSOP); and support peer review processes. * Conduct annual performance evaluations with direct reports per SOP. * Support change initiatives, ensure implementation of brand and regional business initiatives, and communicate follow-up actions to the team as needed. *Marriott International is committed to being an equal opportunity employer, welcoming all individuals and providing employment opportunities to everyone. We actively foster an inclusive environment that respects and celebrates the unique backgrounds of all employees. Our greatest strength lies in the rich blend of cultures, talents, and experiences across our workforce. We pledge zero tolerance for discrimination on any legally protected basis, including disability, veteran status, or any other category protected under applicable law.* Courtyard by Marriott is passionate about delivering exceptional service to travelers worldwide, thoughtfully meeting their needs. This passion not only inspired us to pioneer the first hotel brand designed specifically for business travelers, but also continues to drive Courtyard by Marriott to deliver memorable experiences for every guest on every journey. Though our team is small, our ambitions are high—we welcome outstanding, passionate individuals to join us in delivering customer experiences that exceed expectations, while enjoying personal growth and continuous self-improvement. Join Courtyard by Marriott and become part of Marriott International’s extraordinary portfolio of brands. Launch your career **here**, realize your personal aspirations, **pursue** your life goals, **join** an exceptional global team, and **showcase** your authentic self.