Director of Operations - Ortea Palace, Sicily - Autograph Collection
Business unit Esperienza del Cliente
Sedi Italia/Siracusa
SEASON 2024
JOB SUMMARY: DIRECTOR OF OPERATIONS
As the Director of Operations, you will assume a significant and comprehensive role, overseeing the entire range of property operations while ensuring an exceptional guest experience in alignment with Marriott's hospitality philosophy. Your leadership will be crucial in maintaining operational excellence and fostering an environment where guests feel valued and delighted.
CANDIDATE PROFILE: Experience: Extensive experience in hotel management and operations. Proven track record of successful leadership in similar roles, such as Director of Operations, Assistant General Manager, or similar. Language Skills: High proficiency in English and Italian; proficiency in a third language is advantageous. Industry Exposure: Prior international and hotel chains experience is highly valued. Communication Skills: Excellent communication and guest-oriented skills. Organizational Skills: Strong organizational and results-oriented mindset. Project Management: Expertise in project management with a track record of successful implementation. Brand Focus: A brand-oriented approach to ensure representation in adherence to brand standards. Attention to Detail: Passion for details with an unwavering commitment to excellence. CORE WORK ACTIVITIES: Director of Operations Responsibilities: Oversee all day-to-day hotel operations, acting as the Property Manager on Duty. Collaborate with various departments as a liaison, facilitating the flow of information between strategic and operational units. Establish and maintain open, collaborative relationships with employees across different departments. Collaborate with the Training & Development Specialist to develop and execute training programs for the guest services team. Leading Guest Services Teams: Utilize interpersonal and communication skills to lead, influence, and encourage the guest services team. Supervise day-to-day operations, understanding employee positions well enough to perform duties in their absence. Establish and maintain open, collaborative relationships with employees. Guest Interaction and Front Desk Goals: Welcome and bid farewell to VIP customers, addressing specific requests, and handling complaints. Supervise the Executive Lounge and common areas to ensure adherence to standards. Implement a mini-gift program for congress organizers/VIP guests. Ensuring Exceptional Customer Service: Provide services beyond customer expectations to enhance satisfaction and retention. Encourage innovation and creative thinking among the guest services team. Develop and implement Customer Service procedures and standards for the department. Implementation of Projects and Policies: Implement customer recognition/service programs and ensure communication of processes. Promote sustainable practices within the department, such as energy conservation and waste reduction. Human Resource Activities: Identify developmental needs of team members and provide coaching, mentoring, or support. Participate in the employee performance appraisal process, providing feedback as needed. Additional Responsibilities: Maintain high visibility in public areas during peak times. Collaborate closely with the Security to ensure safety and security. Provide timely information updates to executives, peers, and subordinates. Collaborate with the marketing department for guest satisfaction surveys, analysis, and improvements. Conduct semi-annual Self Audits and collaborate with other managers to address feedback.
Please send your CV, accompanied by photos and authorization for the processing of personal data pursuant to the General Data Protection Regulation EU 2016/679
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