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Director of Operations

Marriott International

This is a Contract position in Toronto, ON posted January 24, 2023.

Job Number 23001947 Job Category Rooms & Guest Services Operations Location Sheraton Gateway Hotel in Toronto International Airport, Terminal 3, Toronto AMF, P.O.

Box 3000, Toronto, Ontario, Canada VIEW ON MAP Schedule Full-Time Located Remotely?

N Relocation?

N Position Type Management JOB SUMMARY Functions as the strategic business leader of the property’s Hotel Operations.

Areas of responsibility may include Front Office, , Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance.

Position works with direct reports (department heads) to develop and implement departmental strategies and ensures 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 developing positive owner relations.

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 Education and Experience
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, 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 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
• 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 amongst 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.

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.

• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).

• 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.

• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

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.

Notification to Applicants: Sheraton Gateway Hotel in Toronto International Airport takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act).

We are happy to provide accommodations to job applicants needing assistance.

If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodationmarriott.com and a member of our Human Resources team will respond to your request.

Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

When you join the Sheraton family, you become a member of its global community.

We’ve been a place to gather and connect since 1937.

At Sheraton, associates create a sense of belonging in more than 400 communities around the world.

We welcome guests through engaging experiences and thoughtful service.

If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

About Marriott International PUTTING PEOPLE FIRST Although the pandemic challenged Marriott International over the last year, putting people first remains our top priority.

We invite you to learn more about the measures we’ve taken to prioritize the safety and wellbeing of our associates.

It’s because of them we’ve proven to be a resilient force with a rich 94-year history.

Our founders, J.W.

and Alice Marriott, started with a small idea: a root beer stand.

From there, it grew into a small hotel business, and then another, bigger one.

Together they created something that changed their future—and maybe yours.

A great career is about seizing new opportunities, building meaningful relationships and being a force of good in the world.

EXPLORE ENDLESS POSSIBILITIES As the 1 leader in hospitality worldwide, Marriott International has 7,600 hotel properties and 30 top hotel brands.

We’re in 133 countries and territories, and we’re still growing.

Unmatched opportunities await you The next step in your career could lead to your greatest adventure.

OPPORTUNITIES What does living fully mean to you?

Whether you are seeking to grow with new opportunities, work beside teammates that feel like family, or make a difference in the world, Marriott helps you live life to its fullest, no matter how you define it.

ENJOY UNMATCHED WORK PERKS We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties.

What a way to travel We look after our associates, which is why we also have a comprehensive and competitive benefits program.

Recognition & Rewards Marriott recognizes success and commitment.

We honor and encourage leadership and exceptional service.

We also give bonuses for successful referrals and we reward long service.

We believe hard work should be acknowledged.

Marriott believes in a career that flourishes with you.

We also believe that wider experiences often provide a more enriching experience.

We offer professional development, mentoring and training to help you get to where you want to go.

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