Senior Director - Operations Job at Marriott Bonvoy (Mexico City)

Job Description

The Area Director of Operations is a key member of the CALA Continent Lodging Service team. This position provides operational leadership and consultation for all lodging brands and acts as a business partner to Operational Discipline Leads, Area Vice Presidents, Executive Committee Members and other Continent team members. Primary responsibilities include driving Operational Excellence, execution of brand & discipline priorities, and technical & business expertise for operations.

Job Responsibility

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 GO and CLS Discipline Leads 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
Partnering with CLS Rooms, be responsible for driving the “Loyalty Mindset within the Area Team and Property Level
Develop processes to enhance communication and sharing of best practices across the continent
Acts as the CALA / Americas subject matter expert regarding delivery of superior guest services and experiences
Fully versed on total Hotel Operations Brand Standards and MI’s Quality Assurance process and program
Promote and sell ideas persuasively to properties for stimulating business opportunities, improving service, and increasing profitability
Coordinate new hotel opening support to include market research, concept development, space plan reviews, talent selection, and task force needs
Involved as needed in the DAP Process for Tier B&C Hotels
Acts as the subject matter expert for designated operations discipline in addition to the generalist support function
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 opportunities to improve product quality, service delivery, and financial performance
Partner with Engineering to Drive Maintenance and Upkeep of Hotel and Hotel Product
Partner with Global Operations to Drive Brand Standard content and execution
Ensure a communication feedback loop is in place to share ideas, concerns, and execution issues from the market to GOS
Maintain close and productive working relationships with the AVP 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
Liaise with CLS to ensure programs dedicated to Customer Satisfaction such as Operations Summit come alive in the hotel culture
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
Assist as needed with MSB and OFR Operations execution of Brand Standards, Products, Programs, and Services
Assist in any additional program or initiative where need be

Requirements

10+ years of progressively responsible work experience in hotel industry leading operations disciplines
Above property multi‐unit experience preferred (e.g., combined experience to include food & beverage, spa and retail services, rooms operations, event management, quality assurance and prior strategic leadership roles or GM assignments.)
Must possess outstanding knowledge of the core principles of Hotel Operations (Rooms and Food & Beverage)
Strong Food & Beverage experience preferred
Strong Experience in the “All Inclusive” Hotel segment preferred
Ability to operate in a matrix organization
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 have strong knowledge in areas related to all food & beverage operations, event management, rooms operations, SOPs and P&L budgeting
Must be a self‐starter who can work independently and be a strong team player that contributes to the effectiveness of the broader MI team
Proven success prioritizing and managing multiple projects and stakeholders simultaneously
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
Bachelors Degree required

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