Job Description

Job Number 23213227
Job Category Rooms & Guest Services Operations
Location The Luxury Collection Lombok, One Marriott Drive, Lombok, West Nusa Tenggara, Indonesia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

HOTEL DESCRIPTION

The 60-key Luxury Collection Lombok Resort & Spa will be a standalone rebranding project from The Legian Sire Lombok , slated to open in Q1, 2024. The resort is located on the northwestern shore of Lombok along the serene Sire Beach. It is bordered by the acclaimed 18-hole championship course Sire Beach Golf Club to the east and a vacant land lot to the south. The resort is approximately a 2-hour drive from Lombok International Airport and a short boat ride from the Gili Islands, a group of three idyllic islands located off the northwestern coast of Lombok, renowned for their natural beauty and vibrant night life. Occupying a land area of approximately 4.5 HA, the resort features 14 one-to-two-bedroom private pool villas and 46 suites housed in west-facing guestroom blocks, offering unobstructed sunset views over the Lombok Strait. Sire Beach is characterized by its pristine white sand and crystal clear, calm waters, suitable for snorkeling and kayaking. The resort offers an all day dining, specialty restaurant and three bars. Facilities also include a function room at 140 square meters, fitness centre, spa, kid\xe2\x80\x99s club and recreation center.

The ideal candidate for this role would have market experience in Indonesia with resort and pre-opening experience.

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\xe2\x80\x99s 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\xe2\x80\x99s 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\xe2\x80\x99s 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\xe2\x80\x99s business strategy and leads its execution.

Managing Revenue Goals

• Monitors hotel operations sales performance against budget.

• 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\xe2\x80\x99s 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 \xe2\x80\x9copen door policy\xe2\x80\x9d 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.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand \xe2\x80\x93 a collection of Europe\'s most celebrated and iconic properties \xe2\x80\x93 serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale \xe2\x80\x93 a portal to the destination\xe2\x80\x99s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination\'s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott