Senior Manager, Operations - West Region

JOB SUMMARY

The Senior Manager, Operations is a key member of the US & Canada Continent Lodging Services team. This position provides operational leadership and specialized knowledge and skills in rooms and guest satisfaction. The Senior Manager, Operations functions as a business partner and supports the Senior Director of Operations, Regional and Market Vice Presidents, General Managers and Hotel Operations Leaders. The primary focus of this role is to support the Rooms and Food & Beverage (F&B) disciplines by implementing and sustaining programs that optimize the guest experience and drive operational excellence. The Senior Manager serves as subject matter expert on Operations for the continent and partners with Global Operations, Brand Team, and discipline leaders to promote organizational alignment to the brand, discipline, and business priorities.

CANDIDATE PROFILE

Education and Experience 

Required

• 4-year Bachelor’s degree in Hospitality, Hotel Restaurant Management, Business or related professional area OR an equivalent combination of education and experience from which comparable skills and knowledge can be acquired. 
• 5+ years of progressively responsible work experience in Service/Hotels leading operational disciplines. 

• High level of specialized knowledge and skills in Rooms, Housekeeping and Front Desk or Food & Beverage (F&B) 

   

Preferred

• Strong knowledge in areas related to all Rooms and/or F&B Operations, Standard Operating Procedures (SOPs) and P&L/Finance budgeting.
• Strong project management experience

CORE WORK ACTIVITIES 

• Provide consultation & support to Hotel Operations leaders including Rooms and Food & Beverage functions for hotels in the continent promoting organizational alignment to the brand, discipline, and business priorities.
• Lead the implementation and sustainability of all Hotel’s key business components, procedures, and standards to drive brand performance. Identify gaps and opportunities making recommendations for performance improvement.
• Accountable for aligning operations associates on the vision and mission of providing superior guest experiences in alignment with brand differentiators. 
• Act as subject matter expert on operations and continent subject matter expert regarding delivery of superior guest services and experiences in all operational disciplines to include rooms and food and beverage. 
• Partner with the hotel leaders post launch, developing action plans and accountability measures for underperforming hotels.     
• Promote and sell ideas persuasively to market stakeholders for stimulating business opportunities, improving service, and achieving optimum performance in the balanced scorecard goals including revenue generation and profitability.
• Determine competitive approach against best-in-class operations companies for relevant competitive intelligence on industry, competitor, and economic trends to identify business opportunities or risks. 
• Partner with Senior Director of Operations to execute action plans addressing hotel issues in Product Quality, Service Delivery, GSS, and Financial performance. 
• Conduct hotel visits to provide leadership and accountability for improving guest satisfaction and individual hotel performance.
• Collaborate with Senior Director of Operations to resolve hotel operational issues.  Respond to and resolves operational requests from key stakeholders.
• Assist in coordinating the execution of discipline specific training classes for all in-focus operational areas. Provide proactive feedback, guidance, and direction, communicate next steps, and assist with training process.
• Active participation in the test/pilot phase of Operations Initiatives to provide feedback for a broader implementation.
• Leverage vendor relationships for opportunities to improve product quality, service delivery, and enhanced training platforms. 
• Maintain relevant knowledge of segment/brand updates and changes to operational procedures and activities and leverage knowledge and experience to identify and implement improvements in processes.
• Ability to travel approximately 75% of the time.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.