RC, RAK Al Wadi Director of Operations

Company: Marriott International –

WebSite: Ras al-Khaimah, United Arab Emirates

Job Description:**Subject: Hotel Operations Management Position – The Ritz-Carlton Ras Al Khaimah Al Wadi Desert**

This document outlines the responsibilities and qualifications for the Hotel Operations Management position at The Ritz-Carlton Ras Al Khaimah Al Wadi Desert.

**Job Summary:**

The Hotel Operations Manager serves as the strategic business leader for all hotel operations, including Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. This role entails collaborating with department heads to develop and implement departmental strategies, ensuring adherence to brand service standards and initiatives. The position is responsible for ensuring Hotel Operations meets brand standards, addresses customer needs, promotes employee satisfaction, increases revenues, maximizes departmental financial performance, and cultivates positive owner relations. This individual develops and implements property-wide strategies to deliver products and services that meet or exceed the expectations of the brand’s target customers and employees, while providing a return on investment.

**Candidate Profile:**

* **Education and Experience:**
* An associate’s degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related field, coupled with four years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
* OR a bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related field, accompanied by two years of experience in the aforementioned professional areas.

**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, making and executing necessary decisions to achieve goals. Collaborates with the hotel management team to develop and implement an operational strategy aligned with the brand’s business strategy.
* **Managing Revenue Goals:** Monitors hotel operations sales performance against budget. Reviews reports and financial statements to assess performance against budget. Coaches and supports operations teams in effectively managing occupancy and rate, wages, and controllable expenses. Reviews wage progress reports, compares budgeted wages to actual wages, and coaches direct reports to address problem areas and ensure accountability for results.
* **Leading Operations and Department Teams:** Champions the brand’s service vision for product and service delivery, ensuring alignment among hotel leadership teams. Develops systems to facilitate employee understanding of guest satisfaction results. Communicates clear and consistent messages regarding departmental goals to achieve desired results.
* **Managing the Guest Experience:** Reviews guest feedback with leadership teams and ensures appropriate corrective action is taken. Responds to and resolves guest problems and complaints. Maintains visibility and regularly interacts with customers to obtain feedback on product quality, 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 improve guest satisfaction results. Ensures fair and equitable treatment of employees. Ensures regular and ongoing communication within Operations (e.g., pre-shift briefings, staff meetings). Fosters employee commitment to excellent service, participates in daily stand-up meetings, and models desired service behaviors. Incorporates guest satisfaction as a component of staff/operations meetings, emphasizing innovative ways to 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 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 appraisals with direct reports according to Standard Operating Procedures. Champions change, ensures brand and regional business initiatives are implemented, and communicates follow-up actions to the team as necessary.

Marriott International is an equal opportunity employer committed to fostering an inclusive environment where all associates are valued and have access to opportunity.

The Ritz-Carlton is a global leader in luxury hospitality, dedicated to creating exceptional experiences for our guests. We are committed to upholding our Gold Standards, including our Employee Promise, Credo, and Service Values, and invite you to join our team.

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