Director of Hotel Operations

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Job Description

The Sheraton Grand Hotel & Spa Edinburgh is seeking a highly motivated and strategic Director of Operations to lead the property's operations.

As the Director of Operations, you will play a crucial role in ensuring a seamless guest experience, driving associate engagement, and maximizing the hotel's profitability.

As part of the Leadership Team, you will collaborate with department heads across Front Office, Housekeeping, Spa, Engineering, and Food & Beverage to create a cohesive, high-performing team. By maintaining a hands-on approach, you will be at the forefront of elevating service standards and ensuring that every guest interaction reflects Sheraton's commitment to excellence.

This role requires a strong leader who can balance day-to-day operational oversight with a strategic focus on long-term profitability and guest satisfaction, whilst fostering a culture of collaboration across the operation.

Requirements

• Proven track record in leading F&B operations, having previously worked as F&B Manager / F&B Director.
• Experience in 5-star hotel operations, with a preference for hotels >150 keys.
• Experience with either Rooms or Spa in addition to F&B is preferred.

Core Responsibilities

Our ideal candidate is someone who:

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction.

• Analyzes service issues and identifies trends.

• Works with hotel management team to develop an operational strategy that is aligned with the hotel's business strategy and leads its execution.

Leading Operations and Department Teams

• Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing the Guest Experience

• Reviews guest feedback with management 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

• 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 behaviours 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.

• 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.

Benefits

• Bonus scheme
• Private medical insurance and discounted dental care
• 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (pro rata) after further service
• Worldwide employee and friends & family Marriott Hotels discounted room rates
• 50% off all F&B outlets within the hotel and 20% F&B discount in other Marriott hotels!
• Discounts off your supermarket shop, other shopping and experiences through our Marriott Benefit Hub
• 50% off Spa Treatments and a complimentary ONE SPA membership
• Complimentary on site car parking space
• 24/7 and employee healthcare plan with access to Mental Healthcare first aiders
• Refer a friend to work with us and receive a £500 bonus
• Opportunities for career progression and to transfer around the world plus opportunities to get involved in our charitable and community activities
• Many more benefits however most importantly, we'll help you grow, and develop you as an individual

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.

About the Team

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 invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.