Director of Rooms Operations

6 days ago

Shanghai, Shanghai, China Marriott International Full time

Job Summary

The Director of Rooms Operations is responsible for leading the Rooms department at Marriott International, ensuring exceptional customer service and maximizing revenue. This strategic business leader will develop and implement departmental strategies, aligning with the brand's business strategy and service standards.

Key Responsibilities

• Analyze service issues and identify trends to drive operational improvements.

• Develop and execute an operational strategy that aligns with the brand's business strategy and leads its execution.

• Monitor Rooms operations sales performance against budget and review reports to determine performance against budget.

• Coach and support operations team to effectively manage occupancy and rate, wages and controllable expenses.

Customer Service Focus

• Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.

• Deliver excellent customer service throughout the customer experience and encourage the same from other employees.

• Respond to and handle guest problems and complaints, using personal judgment and expertise to enhance the customer experience.

Human Resources Leadership

• Interview and hire employees, ensuring fair and equitable treatment.

• Foster employee commitment to providing excellent service, participating in daily stand-up meetings and modeling desired service behaviors.

• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.

Marriott International's Commitment

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

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