Job Number 24043981
Job Category Rooms & Guest Services Operations
Location CALA Regional Office, 1200 S. Pine Island Road, Plantation, Florida, United States VIEW ON MAPSchedule Full-Time
Located Remotely? N
Relocation? Y
Position Type Management

JOB SUMMARY

The Area Director of Luxury Operations is a key member of the CALA Continent Lodging Services team reporting directly to the Vice President of Luxury Operations. This position provides operational leadership and consultation for all luxury brands and acts as a business partner to the Luxury Managing Director, Executive Committee Members, Department Heads, and other Continent team members. 

As a member of the MILUX team, this individual contributes a high level of specialized knowledge and skill in the Operations area to support department and/ or function objectives. Generally, works with considerable independence, developing operating plans and related operational processes in alignment with broader business objectives.

Specific Job responsibilities

The Area Director of Operations is responsible for overseeing Rooms Operations, Food & Beverage Operations and Quality Assurance for all hotel brands in the assigned portfolio of hotels. A key responsibility is to ensure “pull through” of programs, processes, and initiatives at the property level. Specific areas of focus include operations troubleshooting, working effectively with property management teams, technical training, International Quality Assurance Program, talent management, F&B performance, front office, housekeeping, spa, and recreation.

GENERAL CONTRIBUTIONS

• Provide consultation & 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 and provides technical and business expertise to assist properties in achieving optimum performance in the balanced scorecard goals including revenue generation.
• Partner with GOS to support work processes that drive innovation, enhance brand differentiation, and speed to market.
• Accountable for aligning Operations associates on the vision and mission of providing superior guest experiences in alignment with brand differentiators.
• Identify business opportunities or risks by keeping abreast of industry, competitor, economic, and internal trends.
• Develop processes to enhance communication and sharing of best practices across the continent.
• Acts as the subject matter expert regarding delivery of luxury services and experiences. Fully versed on total Hotel Operations Brand Standards and MI’s Quality Assurance process and program, as well as FORBES and LQA positioning.
• Promote and sell ideas persuasively to properties for stimulating business opportunities, improving service, and increasing profitability.
• Monitor GSS, Financial results, and appropriate metrics to identify and manage business and financial risks.
• Ensures consistent execution & pull through of enterprise-wide Initiatives, Products, Programs, and Services.
• Identify and executes opportunities for innovation, market differentiation and positioning of hotels within the luxury landscape. 
• Maintain close and productive working relationships with the AVP/MD to resolve hotel operational issues and participate in property visits as needed.
• Respond to and resolves operational requests from key stakeholders.
• Coordinate the execution of discipline specific training classes.
• Involved in Recruitment efforts to attract, develop, and retain top talent for operations. Active participant in the development of a global pipeline of talent for Operations.

SPECIFIC CONTRIBUTIONS

• Project Management – Support the MILUX team on all project management tasks, including data pull-out and analysis, preparing decks and reports, organizing webinars and events, etc.
• Rooms Operations – assists hotel management teams with the successful implementation of all initiatives and programs. Initiatives and programs include prearrival communication, GXP, Digital Guest Experience, Enrollments, etc.
• Food & Beverage Operations – assists hotel management teams with the successful implementation of all initiatives and programs including luxury partnerships, awards, recognition, and reputation through organizations such as FORBES, MICHELIN, 50 Best etc.
• Quality Assurance – ensures all hotels understand and comply with company brand standards and International Quality Assurance Program. Follows up with all yellow and red zone hotels in Area for brand standards audits and GSS. Ensures brand standards are in place at all hotels.
• Food and Beverage Concepts – assists property management with execution of restaurant/ bar concept documentation to ensure concept integrity and significantly improve guest experience, revenues, and profits.
• Food Safety – ensures property teams are fully fluent in all food safety procedures and direct certification classes as required to meet needs of the Area.
• Assists in coordination of technical luxury training for the portfolio. Coordinates task force as needed for problem properties.
• Ensures area hotels operate with respect to specific brand service programs (i.e., Butler service, ATOE, etc.) 
• Together with VP Operations, Managing Director and Area Teams, consistently recognizes, and rewards outstanding associate performance in improving area’s hotels performance and/ or customer satisfaction.
• Improves business results by leveraging shared resources and processes, including non-room revenues from F&B, upselling, retail, spas, and residences.
• Uses technology effectively to communicate and influence throughout the organization in a timely, high-impact manner.
• Plays role in continually developing and attracting new diverse, high-caliber talent that makes a strong positive impact on the organization.
• Is constantly looking outside Marriott to identify and implement innovations that improve business performance and support the company positioning in the regional luxury arena.

Approximately 75%-80% travel required.

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED

REQUIRED:

• 10 years of progressively responsible work experience in hotel industry leading operations disciplines in luxury properties, ideally at GM or Hotel Manager level.
• Must possess outstanding knowledge of the core principles of Hotel Operations. (Rooms, Food & Beverage, SPA, P&L budgeting)
• Ability to operate in a complex matrix organization.
• Proficient in English and Spanish; Portuguese is a plus.
• Possess excellent project management skills and ability to independently manage multiple projects and competing priorities.
• Track record of putting in place strong systems and processes to effectively implement and execute multiple programs.
• Must be a self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader MILUX and CLS team.
• 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 positively influences without direct authority.
• Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.

Education and Professional Certification:

• Bachelor’s Degree required.
• Master’s degree is a plus.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.