Director of Operations

Department: Operations

Reports to: General Manager

Status: Exempt

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Marriott’s Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features.  Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles.  Located on its own private island in the pristine waters of the British Virgin Islands, Scrub Island Resort, Spa & Marina is a mixed use development including a full resort and residential / real estate component.

Located on its own private island in the pristine waters of the British Virgin Islands, Scrub Island Resort, Spa & Marina is a mixed use development including a full resort and residential / real estate component.

Be a part of our team and deliver an innovative guest experience that resists predictability.


The Director of Operations’ essential functions are to provide leadership for all the day to day operations (Rooms Division, Food and Beverage & Engineering) in respect to standards, revenues, cost control, guest and employee satisfaction, with the aim of achieving optimum financial returns for the company/owners, whilst ensuring highest levels of employee and guest satisfaction.


Duties and Responsibilities

Approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.

  • Leadership of the operational management team to maximize efficiency and achieve the highest volume of revenue and GOP.
  • Responsible for HR leadership of the management team (recruitment and selection, performance management, employee development and motivation, counselling / disciplinary issues)
  • Maximize revenues for all areas of the operation, through innovative marketing and promotional activities, focused customer research, creative and innovative menu’s and promotions, and development of new products / services/features.
  • Take an active role in the preparation of the Marketing Plan, Operation Plan and related Action Plans, including F&B pricing strategies.
  • Responsible for delivery of budgeted targets – payroll costs, F&B costs, F&B Revenues to ensure margins and cost reduction targets are achieved.
  • To ensure that standards of service are maintained across the entire operation, through the use of the Marriott Standards Manual, Training Profiles, Standards and Procedures and a commitment to both on and off job training.
  • Conduct regular training sessions with Managers to further develop both their technical and management skills.
  • To work closely with all operational Managers to ensure the Hotel is in full compliance with licensing regulations, Health and Safety at Work Act, Food Hygiene regulations and other Marriott policy and procedures.
  • To coordinate all operation areas to ensure that there are ‘economies of scale’ in relation to staff recruitment, beverage purchasing, china and glassware selection, staff uniforms, promotional activities.
  • Work closely with the Chief Steward to maintain accurate china, glass and silver stocks, ensuring that regular stock-takes and stock loss analyses are conducted, and a procedure for reduction of loses implemented.
  • Ensure that the operational departments work effectively as one team to provide a seamless service across the operation. Institute a clear communication strategy within the hotel and supporting teams to ensure effective sharing and up dating of information throughout the property, including a structured and active meetings and briefings process
  • Together with the department heads, take a leading role in positively representing the company with guests, reinforcing a customer focused approach to hotel operations at all times.
  • Working closely with Island Operations Manager and Chief Engineer, ensure that building and plants are maintained to company and legal standards – prepare Capital Plan including all necessary investments to guarantee short and long term standards with a special emphasis on guest experience and the hotels positioning in the market environment.
  • Establish positive contacts within the Resort and Mainsail’s internal organization to ensure best use of company’s skills, services and professional knowledge.


Talent Management and Organizational Capacity

Creates a cohesive and high performance management team that continuously strives for positive results and improvement; coaches maintenance department staff by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall division performance.

Employee and Labor Relations

Ensures all employees are treated fairly and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines;  makes self available to employees; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.  Understands and ensures compliance with local labor laws.

Company/Brand Policy, Procedures, and Standards Compliance

Ensures property compliance with legal, safety, operations, labor, and Autograph Collection brand standards; conducts both routine and short-notice quality assurance audits with departments; holds employees accountable for safety and sanitation; conducts detailed walk-throughs to ensure public areas, kitchen, and pool areas are well-maintained, safe, and meet or exceed guest expectations; ensures employees are approriately trained and performing to standard.



Education & Experience:

  • At least four years of progressive experience in luxury resort island operations.
  • Background of food & beverage in luxury resorts.
  • Hotel Executive Committee level experience required.
  • Bachelor’s Degree required, preferably in Hotel/Restaurant or Business Administration, or equivalent education/experience required.
  • Minimum of three years’ hotel management experience required.
  • Ability to supervise, train and motivate multiple levels of managers.
  • Requires good communication skills, both verbal and written.
  • Must have or ability to acquire a valid driver’s license for the applicable state or country.
  • Ability and willingness to work flexible hours including weekends, and late nights.
  • Proficiency in Microsoft Windows, Excel, Power Point, Outlook and Word.
  • Must be able to work with, understand and interpret financial information, hotel operations data, forecasting proficiency and balance sheet management.
  • Ability to communicate with guests, staff, management and leadership team, ownership groups.
  • Ensure that guest satisfaction is consistently obtained and maintained.
  • Ability to assess/evaluate other employees’ performance in a fair and consistent manner.
  • Possess advanced knowledge of the principles and practices within all hotel disciplines, including experiential knowledge for management of people and complex problems.
  • Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
  • Desire to participate as part of a team.
  • Ability to maintain compliance with all local laws and regulations.


Career Information

Date Posted:
May 10, 2023

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