Hotel Operations Manager

Position Title: Director of Hotel Operations
Department: Guest Services/Operations
Reports To: Assistant General Manager/General Manager
Location: On-Site (USA)
Position Type: Full-Time, Exempt

Overview
Shreem Capital, a trailblazer in the hotel industry, is actively seeking a dynamic and experienced Director of Hotel Operations to shape and optimize our hotel’s operational landscape. Grounded in radical honesty and transparency principles, our company culture encourages the open sharing of information, fostering an environment where every stakeholder's input is valued.

Position Summary
The Director of Hotel Operations plays a vital leadership role, responsible for overseeing all daily operational departments within the Peoria Marriott Pere Marquette. Reporting directly to the Complex Assistant General Manager, this role ensures that all guest-facing and back-of-house functions deliver exceptional service, financial efficiency, and full compliance with Marriott brand standards. The Director of Hotel Operations is expected to cultivate a culture of accountability, inclusion, and continuous improvement while mentoring department heads and enhancing the guest experience.

Key Responsibilities
Operational Leadership:
· Oversee Rooms Division (Front Office, Housekeeping, Engineering) and Food & Beverage (including Banquets).
· Drive operational excellence and ensure that all departments are aligned with brand standards and financial objectives.
· Serve as the property’s senior leader on duty in the absence of the Complex Assistant General Manager or General Manager.

Guest Experience & Service Excellence:
· Lead efforts to improve GSS (Guest Satisfaction Scores) in all areas of the hotel.
· Ensure timely and effective resolution of guest concerns and service recovery cases.
· Implement and monitor Marriott’s Brilliant Hosting service culture and the use of Mobile Guest Services.

Brand Standards & Compliance:
· Maintain 100% compliance with Marriott International standards, policies, and brand audit requirements.
· Prepare for and lead the hotel through annual Quality Assurance inspections.
· Enforce operational procedures that support Marriott Bonvoy, Mobile Key, Elite Recognition, and sustainability initiatives.

Financial Accountability:
· Collaborate on the creation of department budgets and forecasts.
· Track and control operating costs, labor management, and operational P&L performance.
· Identify and act on opportunities for efficiency while maintaining guest satisfaction.

Team Leadership & Development:
· Directly supervise department heads and assist in hiring, coaching, and performance management.
· Create a culture of inclusion, mentorship, and ownership through daily engagement and leadership visibility.
· Ensure leadership development plans and succession strategies are in place across departments.

Key Performance Indicators (KPIs):
Guest Satisfaction
· Overall Satisfaction (GSS) | ≥ 85% | Monthly
· Elite Member Recognition Score | ≥ 90% | Monthly
Operational Excellence
· Brand Audit Compliance Score | ≥ 90% | Annually
· Housekeeping Cleanliness | ≥ 90% | Monthly
· Mobile Key & Mobile Check-in Utilization | Meet Marriott benchmark | Monthly
Financial Performance
· Labor Cost as % of Revenue | ≤ 30% (seasonally adjusted) | Monthly
· GOP Margin | Meet or exceed budgeted target | Monthly
Team Culture
· Associate Engagement Score | ≥ 80% | Annually
· Turnover Rate (Hourly & Salaried) | ≤ 35% | Quarterly
Marriott Bonvoy
· Enrollment Rate & Recognition Compliance | 100% | Ongoing

Qualifications:
· Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
· Minimum 5 years of progressive hotel operations leadership experience.
· Marriott experience strongly preferred; knowledge of FSPMS, FOSSE, MGS, CI/TY, and Marriott QA systems.
· Demonstrated success in leading multi-department teams in a full-service hotel environment.
· Strong financial acumen, leadership presence, and customer service orientation.
· Effective communicator with excellent organizational, problem-solving, and time management skills.

Marriott Brand Commitments:
· Execute the Marriott Service Promise through intentional leadership and direct support of frontline teams.
· Foster a culture aligned with TakeCare, Spirit to Serve,and360 Servicevalues.
· Leverage digital tools and innovation to enhance guest experience and associate productivity.

Peoria Marriott Pere Marquette is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person

Salary : $75,000 - $85,000