Position Summary
Reporting to the AVP of Resort Operations, the Director of Housekeeping Operations oversees Rooms Housekeeping Operations for all MVW brands, including MVC, Sheraton, Westin, and Hyatt Vacation Clubs. This role ensures the successful implementation of rooms and housekeeping programs and initiatives at the property level.
Key responsibilities include resolving operational issues, collaborating with property leadership to translate strategic initiatives into actionable plans, and conducting training sessions for site managers and staff. The Director ensures compliance with BSA audits, supports new property openings and conversions, and manages rooms and housekeeping budgets.
Additionally, the Director develops timelines, allocates resources, and delegates tasks for new programs and initiatives. Effective communication and collaboration with Corporate and field leadership are essential to this role.
Expected Contributions
Leads a collaborative cross-functional effort across several business units (Resort Operations, Information Resources, Field Operations, etc.) in the development, roll-out, and implementation of Rooms & Related projects and initiatives which impact guest experience, associate experience, and financial results.
Key areas of responsibility:
- Rooms & Related Technology Project Management
- Rooms & Related Process Improvement Initiatives
- Vendor Management
- Lead Housekeeping Support
- Training & Coaching
- Implementation of Horizon 1.0 and 2.0 across the organization.
ASGARD System Management
- Manage the overall maintenance and enhancement of the ASGARD tool.
- Provide global support to site teams, ensuring they have all the tools to utilize ASGARD to its fullest.
- Continuously develop the system based on field input related to guest "work orders" and “preventative maintenance.”
- Conduct audits to assess program utilization and provide ongoing training to optimize the system.
- Enhance solutions for automation opportunities, expand device options and standards, and address signal coverage concerns.
- Develop a robust training program for ongoing support, preventative maintenance, financial tools, and the work order console.
- Implement metrics and measures to track the program's impact at regional and divisional levels.
- Develop strategies to address integrated resorts, Aruba, and Europe.
Villa Preventive Maintenance
- Reinvent the Villa Preventative Maintenance program by standardizing terminology, scope, and definition.
- Identify current tasks and frequencies for all preventive maintenance programs in Housekeeping.
- Establish a comprehensive program with requirements, standards, and processes for a consistent Villa PM program
- Manage staffing and budget guidelines for resorts in support of the program.
Housekeeping Operations Support
- Collaborate with corporate leadership to translate strategic initiatives into actionable plans for regional and site teams.
- Develop timelines, allocate resources, and delegate tasks for smooth program implementation.
- Monitor progress of initiatives across multiple resort locations, ensuring milestones are met on time and within budget.
- Provide regular status updates to leadership on progress, challenges, and resource needs.
- Source outside vendors for standardized programming.
- Develop and maintain standards, Basic Service Levels (BSLs) and Standard Operating Procedures (SOPs) for all components of Housekeeping for all MVW resorts across the division.
- Provide guidance to individual resorts on current operations, including space planning and utilization.
- Provide daily support for field-related questions and needs.
- Monitor the web communication tool (blog) to troubleshoot problems and share best practices.
- Manage communication between Corporate and field leadership, including GSS metrics, training needs, staffing guidelines, newsletters, department intranet sites, and webinars.
Training & Coaching
- Conduct hands-on coaching and training sessions for site managers and staff to ensure understanding and proper application of new processes.
- Develop user-friendly resources such as guides, job aids, and FAQs to support ongoing learning.
- Reinforce best practices by providing continuous support, addressing questions, and offering feedback.
- Evaluate the effectiveness of training sessions and provide adjustments or follow-up.
Candidate Profile
Education
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or equivalent work experience
Experience
- 8-10 years professional work experience with a minimum 5 years’ experience within the Hospitality industry, ideally with experience in multiple corporate support functions.
- Previous experience in housekeeping programming for resorts, including space and program planning, program implementation etc. is preferred.
- Experience in leading, managing and coordinating efforts and resources across multiple functions.
Skills/Attributes
- Demonstrable success in executing new, division-wide programs and initiatives.
- Thorough understanding of resort and corporate support department processes, and their interdependencies
- Proficient in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
- Strong written and verbal communication skills with proven ability to influence stakeholders.
- Strong customer service orientation.
- Effective interpersonal and communication skills with a balance of assertive and cooperative characteristics.
- Excellent active listening skills.
- Strong work ethic and proof of performance with a high degree of integrity in dealing with sensitive business information.
- Detail-oriented self-starter with the ability to manage multiple projects in a dynamic environment with minimum supervision.
- Must be a strong leader as well as be a team player.
- Collaborative, inclusive predisposition and toward creative problem solving.
- Able to work collaboratively with MVW associates in all disciplines.
- Possess an exceptional work ethic, detail-oriented and be competitive in a self-directed environment.
- Conceptual thinker.
- Demonstrated ability to influence vertically and horizontally.
- Proven ability to develop and maintain effective relationships with a broad group of stakeholders in order to build trust and influence key decisions.
- Proven decision-making skills.
- Willingness to travel.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
