Manages Front Office, Housekeeping and Engineering functions to ensure guest rooms units, public spaces, and all technical installations are clean, well maintained, and fully operational. Directs and works with teams to successfully execute all operations. Strives to continually improve guests and associate satisfaction while maximizing financial performance. Ensures standards, procedures, and preventive maintenance programs are followed.
Managing Front Office, Housekeeping and Engineering Operations
Maintains strong working relationships between departments to ensure effective communication for operational issues.
Ensure guestrooms, public spaces and back-of-house areas are cleaned and fully functional prior to guest arrival.
Coordinates room readiness with Engineering for out-of-order rooms and technical defects.
Maintains an effective inspection program including rooms, public areas, and technical/mechanical spaces.
Oversee preventive maintenance programs to ensure all facilities remain in optimal condition.
Conducts regular inspections of HVAC, plumbing, electrical and safety systems.
Ensures compliance with safety, fire and environmental regulations.
Manage energy usage and sustainability initiatives.
Coordinates external contractors and service providers.
Managing Departmental Costs
Supervises and approves the budgeting and ordering of guestroom, cleaning supplies and maintenance resources.
Understands the importance of department’s operation on the overall hotel financial goals and educates staff in detail as appropriate.
Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
Monitors engineering costs including utilities and maintenance contracts.
Ensuring Exceptional Customer Service
Responds to and handles guest problems and complaints effectively.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Empowers associates to provide excellent customer service.
Develops goals and expectations for direct report managers.
Celebrate successes and publicly recognizes the contributions of team members.
Reviews associate satisfaction results in identifying and addressing associate problems or concerns.
Communicates expectations, recognizes performance, and produces desired business results.
Technical Competencies
Knowledge of hotel engineering systems (MEP, HVAC, electrical, plumbing).
Preventive maintenance planning and execution.
Energy and sustainability management.
Safety and regulatory compliance.
Connecting with Human Resources Activities
Ensures company policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Establishes goals and objectives for all areas of responsibility.
Directs associates to strive for continuous improvement in all areas of responsibility.
Interviews and hire management and hourly associates with the appropriate skills to meet the business needs of the operation.
Manage associate progressive discipline procedures for areas of responsibility.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
Ensure associates are treated fairly and equitably.
Education and Experience
Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or 5 experience in a senior management position within resort operations Extensive knowledge of rooms operations and/or Holiday Ownership operations; Holiday Ownership operations will be an advantage.
Knowledge of purchasing, inventory controls, supplies and equipment
Knowledge of overall hotel operations as they affect department service, efficiency and profitability.
Knowledge of governmental regulations and safety standards
Working knowledge of hotel laws governing operations
Strong organization and strategic planning skills
Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.
Intermediate or advanced computer and system knowledge
Ability to use standard software applications and hotel systems
Ability to evaluate business trends, determine applicability to customer profile and propose modify business strategies
Ability to creatively execute strategy and drive results; can originate and invent new ways to create a unique guest experience
Ability to take constructive action without relying on directions from others
Ability to network and build relationships to grow the business
Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
Strong problem-solving skills; encourages new innovative solutions when appropriate
Strong communication skills in English (verbal, listening, writing)
Effective influence skills
Strong consensus building skills
Effective change management skills
Strong customer and associate relation skills
Skills and Knowledge
Extensive knowledge of Resort operations including rooms, Housekeeping & Engineering.
Knowledge of purchasing, inventory controls, supplies and equipment
Knowledge of governmental regulations and safety standards
Working knowledge of hotel laws governing operations
Strong organization skills
Ability to effectively manage labor productivity
Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
Ability to manage customer preference, loyalty and satisfaction
Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
Applied Business Knowledge - Understanding market dynamics, enterprise level objectives and important aspects of Marriott’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Economics and Accounting - Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.
Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective operations for the protection of people, data and property.
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly
Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).
Leadership
Adaptability - Develops strategies and identifies resources to implement and manage change; displays flexibility in adjusting priorities; and communicates both the needs and reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message
Executive Disposition - Commands attention and respect; advocates for the objectives and values of MVCI; demonstrates composure under pressure; exhibits flexibility and adaptability.
Leading Through Vision and Values - Keeps MVCI's values and business strategy at the forefront of decision making and actions.
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their potential impact and implications before making decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy
Managing Execution
Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Ability to understand and utilize economic, financial, and industry data; accurately analyzing data to make informed business decisions and develop strategies. Utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott Vacations Worldwide encompasses a diverse portfolio of businesses — and a distinctive family of brands.
Innovation. Integrity. Excellence. This is our story. And while the company spans brands and businesses, decades and continents, our shared inspiration continues to drive us forward: delivering unforgettable experiences that make vacation dreams come true.
Grounded in our culture of caring and collaboration, we empower people to live their most fulfilling lives. We believe that how we do business is as important as the business we do. We put our customers at the center of every decision we make. And we hold ourselves to the highest standards of integrity and excellence, all while having fun and winning together as one team.
Marriott Vacations Worldwide offers part-time and full-time careers at more than 100 resorts worldwide. Whether sharing warm, welcoming smiles, information about local fun spots or authentic cultural traditions, each of our associates leverages their passion for vacations to create fulfilling careers -- and lives. We foster environments where associates are given opportunities to grow and reach their full potential. Our first focus is to care for our associates so they can care for our customers. #TheMVWay #TeamMVW
