Director of Operations - Courtyard Marriott Tysons Corner

Responsibilities

• Personally Delivers Exceptional Guest Service
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  Accountable for maintaining high service and quality standards according to brand including Quality Assurance Inspections and Guest Satisfaction Surveys. Communicates guest feedback to hotel staff and addresses trends/issues with staff in a timely manner. Encourages and collaborates with hotel team to set an example of the expected level of guest service. Personally follows up on all guest inquiries, issues and concerns in a timely and effective manner to ensure high standards of quality and service are maintained.
• Sales
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  Actively participates in the hotel’s sales efforts, analyzes and negotiates business, determines pricing and yield strategies, attends sales calls and site visits to impact and maintain client relationships. Assists in maintaining accurate weekly, monthly and annual budgets, forecasts and business plans in collaboration with the hotel’s sales team. Works in conjunction with the Revenue Manager and Sales Team to implement sales strategies and business mix that will help ensure the hotel achieves maximum revenue potential.
  
  Provides direction to operations team to ensure the service and quality needs of negotiated accounts and groups are met consistently.
• Maximizes Guest Satisfaction Scores
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  Identifies potential obstacles to exemplary service. Uses available tools and knowledge to implement ideas to maximize guest satisfaction scores. Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results. Responds to guest concerns that arise on surveys when necessary. Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
• Financial Responsibility
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  Assists in managing expenses according to budgeted and forecasted guidelines to maximize hotel profitability. Assists in reviewing and releasing payroll and ensuring effective labor management. Utilizes the procurement system effectively and adheres to the approved vendor network for purchasing. Assists in preparation and management of the hotel budget and ongoing forecasting efforts. Communicates financial forecasts via weekly reporting and critiques month‑end financial results.
  
  Shares revenue forecasts with leadership team to ensure departmental expense is adjusted accordingly. Reviews A/R and A/P with emphasis on following accounting procedures. Manages company assets to stay within budget guidelines and prolong the life of company resources.
• Training and Development
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  Responsible for assisting with the ongoing training and development of hotel team members and maintaining all necessary training records. Ensures new‑hire training process effectively prepares new team members for their positions. Analyzes current training programs and adjusts as needed. Implements new training initiatives in a timely manner. Utilizes training resources effectively and ensures all training requirements are met.
• People Management
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  Responsible for effectively interviewing, hiring, coaching and developing hotel team members and the management team. Addresses performance issues and takes corrective action. Motivates staff by setting goals, providing ongoing feedback and recognizing team members. Addresses areas for improvement identified by the annual team‑member opinion survey. Ensures turnover falls within acceptable guidelines and reacts to turnover concerns.
• Self/Workload Management
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  Responsible for effective self and workload management and adjusting work schedule as dictated by business needs. Provides guidance to the hotel team and leadership. Demonstrates clear written and verbal skills. Promotes a productive, professional and collaborative work environment. Leads daily team meetings and weekly/monthly departmental and hotel meetings for communication and planning.
• Safety/Risk Management
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  Participates in monthly Safety Committee Meetings. Conducts routine inspections to maintain standards. Ensures clean and safe work environment. Handles guest and team‑member accidents and incidents in a timely manner following policy. Completes incident reports…