Area Director Operations – Western Europe & Maghreb, location Flexible, Europe

Job Number 23122202
Job Category Rooms & Guest Services Operations
Location Paris Cluster, 1-7 Cours Valmy, Paris La Defense, Paris, France VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

POSITION SUMMARY

The Area Director of Operations, Western Europe & Maghreb and Central Europe will report to the VP Market Operations, EMEA & Area Vice President, Western Europe & Maghreb and Central Europe and acts as a strategic and tactical business partner to the AVP to drive performance at the hotel level and will:

• Oversee day-to-day operations of the hotels within the respective region of responsibility driving the performance of pre-defined Area-specific metrics agreed to in advance between the AVP and the Market VP of Operations. Example could include Guest Voice, Elite Appreciation, BSA, F&B Profitability, Rooms Costs, TSA Upsell and Marriott Bonvoy enrollments success rate.
• Support the AVP with key strategic projects that address Area-specific challenges or opportunities and will align with CLS leadership on priorities that require CLS discipline support for high-impact projects.
• Identify major operational issues and challenges at the property level, support with troubleshooting, working effectively with property management teams to develop action plans and monitor resolution.
• Reinforce operational discipline messages and provide guidance, troubleshooting or training at the hotel level as needed for hotels that require on-site or additional support.
• Work with considerable independence, developing operations plans and related processes in alignment with broader business objectives.

SCOPE

• Location requirements: Preference for the Area Director of Operations to be based in the France or Germany.
• Language Requirements: High proficiency (speaking, reading and writing) in English is required.
• Travel Requirements: Travel required in area for support and property visits. Travel can range from 40% depending upon business needs.
  • Acting in a consultative fashion to implement programs impacting the broader organization.
  • Assisting in the development and communication of broader organizational goals.
  • Achieving results against budget within scope of responsibility.
  • Taking calculated risks to move the department or team forward.
  • Developing and using systems to organize and keep track of information.
  • Balancing the interests of own group with the interests of the organization.
  • Working with others to identify and remove barriers to success.
• Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures (SOPs and LSOPs).

KEY RESPONSIBILITIES – CLS

• Assists more senior associates in achieving business results by:
• Responds to complex or ambiguous situations without losing focus of key hotel objectives.
• Develops operating plans and workable business processes for own department in alignment with function strategy.
• Manages larger business processes and/ or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
• Responds to, solves and makes decisions on business requests that have broader department impact and/ or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
• Is responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff. Typically influences work of cross-functional or extended teams.
• Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
• Uses technology effectively to communicate and influence throughout the organization in a timely, high-impact manner.
• Looks outside Marriott to identify and implement innovations that improve business performance

CANDIDATE PROFILE

Education

• 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• 8 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional areas

Leadership

• Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Leading Through Vision and Values – Keeps the organization’s vision and values at the forefront of decision making and action.

• Managing Change – Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.

• Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

• Strategy Development – Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building a Successful Team -Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.

• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

• Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

• Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

• Strategic Partnerships – Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability

• Organizational Capability – Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management – Provides guidance to help individuals develop and strengthen skills and abilities needed to accomplish work objectives

Learning and Applying Professional Expertise
Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations. The following are specific responsibilities and contributions critical to the successful performance of the position:

• Operations Program Design & Development-The ability to lead and/or contribute to establishing operational requirements using various inputs (e.g., market research, brand), develop content that translates to product and service specifications, such that programs can be executed in brand voice at the property level in an efficient & cost effective manner for the Engineering discipline.
• Operations Execution-The ability to systemically implement, evaluate, and sustain operations programs to ensure that the products and services being executed deliver the intended benefits, create value, contribute to guest satisfaction, and meet the needs of the various stakeholders (guests, property staff, brand, CLS, etc.).
• Performance Monitoring-The ability to use available performance metrics to measure the effectiveness of the various operations disciplines, diagnose issues and make recommendations at the property, market, and/or brand-level.
• Operations Accounting and Analysis-Knowledge of profit and loss statements and the ability to accurately plan for and forecast expenses and revenue using appropriate data inputs as part of a financial plan.
• Communications-The ability to use knowledge of communication strategies to effectively convey and disseminate information in a way that enables understanding, “buy in,” and action.
• Project Management-The ability to use a defined process to create and manage a project; this includes defining and achieving success within constraints of scope, time, resources and budget.
• Project Business Planning-The ability to facilitate project planning, approval and funding decisions using a defined process; this includes determining resource needs and work allocation.
• Operations:
  • Works with directors of operations to execute the Food & Beverage & Rooms Operations strategy in food & beverage, events front office, retail, business center, recreation/fitness, housekeeping, and Spa. Continuously seeks to improve operations and ensures compliance with quality assurance standards. Provides support for Area VPs and Area Team for development pipeline.
• Sales and Revenue Management:
  • As appropriate, focuses on building the Area’s top line revenue by developing and executing against sales and marketing strategy in all revenue producing areas. Works with the Director of Sales and Marketing to incorporate the strategy into the overall area plan
• Guest Satisfaction:
  • Ensures products and services delivered by the various Marriott brands meet or exceed expectations. Creates customer loyalty leading to increased market share

• Human Resources:
  • As needed, supports hiring, development, and retention of key operations talent to deliver excellent service and effective leadership. Supports a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success in all area hotels.
• Financial Management:
  • Oversees the annual operating budget, including capital expenditures, to achieve or exceed budget expectations for Rooms and Spa operational areas for all hotels. Ensures successful performance by increasing profitability and providing a return on investment for the owner and Marriott International
• Board of Directors/Owner Relations:
  • Develops a trusting and respectful business partnership with ownership by meeting or exceeding expectations in operations management and financial performance where applicable.

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

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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