Director of Operations

Job Number: 26065691

Job Category: Rooms & Guest Services Operations

Location: Piccadilly, London, United Kingdom, W1J 7BX

Schedule: Full Time

Located Remotely?: N

Position Type: Management

We are hiring for a Director of Operations to join our leadership team at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards For Work…Benefits For Your Lifestyle

• Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates.
• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
• Annual Bonus
• Private medical care
• Enhanced pension contribution
• Work alongside some amazing talent - award winning, experienced hospitality professionals
• Discounted room nights & food and beverage - because your well‑being means so much
• Complimentary laundry, free meals on duty
• Access to fabulous and flexible benefits to help you in and out of work

Job Summary

Working closely with the hotel's General Manager, this role functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility include Food and Beverage, Front Office, Housekeeping, Guest Service Centre and Security. The position works with direct reports (department heads) to develop and implement departmental strategies and ensures the 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 develops positive owner relations. It 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

• Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major.
• Extensive experience in the guest services, Food and Beverage, front desk, housekeeping, 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 the 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 among 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.
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre‑shift briefings, staff meetings).
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow‑up actions to team as necessary.

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.
• 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, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

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.