Director of Operations

3 weeks ago

Kuching, Malaysia Marriott International, Inc Full time

**Job Number** 23125219

**Job Category** Rooms & Guest Services Operations

**Location** Sheraton Kuching Hotel, Jalan Tunku Abdul Rahman, Kuching, Sarawak, Malaysia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**HOTEL DESCRIPTION**

Sheraton Kuching Hotel is located in the city center, along Jalan Padungan. It is next to the Sarawak UTC which houses several government agencies and is a centralized one stop center with counter services. It is within 5 minutes walking distance to the riverfront. The 376-room hotel will serve business and leisure travellers with comfortable accommodation, convenient facilities and strategic location. The hotel offers 3 Food & Beverage options such as a Signature restaurant, Chinese restaurant and Lobby Lounge and 5 meeting space with total event space of 11,625 SQ F. The hotel is projected to open in Q1 2024.

**JOB SUMMARY**

Functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Office,, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.

**CANDIDATE PROFILE**

**Education and Experience**
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

**CORE WORK ACTIVITIES**

**Managing Profitability**
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes service issues and identifies trends.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

**Managing Revenue Goals**
- Monitors hotel operations sales performance against budget.
- Reviews reports and financial statements to determine hotel operations performance against budget.
- Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
- Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

**Leading Operations and Department Teams**
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.

**Managing the Guest Experience**
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

**Managing and Conducting Human Resources Activities**
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
- Solicits employee feedback,

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