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Job Summary: This position is responsible for hotel operations, developing and implementing departmental strategies, ensuring execution of brand service strategy, focusing on enhancing revenue and financial performance, and building positive owner relationships. Key Highlights: 1. Lead hotel operations and develop departmental strategy 2. Manage profitability and achieve revenue goals 3. Lead and motivate operational and departmental teams **Additional Information** **Job Number**26025394 **Job Category**Rooms \& Guest Services Operations **Location**W Bogota, Avenida Carrera 9 \#115 \- 30, Bogota, Capital District, Colombia **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Job Summary** Performs the role of Hotel Operations Leader. Responsibilities may include Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Kitchen, and Engineering/Maintenance. Collaborates with direct reports (Department Heads) to develop and implement departmental strategies and ensure execution of brand service strategy and brand initiatives. This position ensures hotel operations meet brand standards and target guest needs, ensures employee satisfaction, focuses on increasing revenue and maximizing departmental financial performance, and builds positive owner relationships. Develops and implements hotel-wide strategies that deliver products and services meeting or exceeding the needs and expectations of the brand’s target guests and employees, and achieving return on investment. **Candidate Profile** **Education and Experience Requirements** * Two-year degree in Business Administration, Hotel and Restaurant Management, or related field from an accredited university; four years of experience in guest services, front office, housekeeping, sales and marketing, management operations, or related field. Or * Four-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related field; two years of experience in guest services, front office, housekeeping, sales and marketing, management operations, or related field. **Core Work Activities** **Manage Profitability** * Present and communicate key drivers of guest satisfaction to the brand’s target guests. * Analyze service issues and identify trends. * Make and execute necessary decisions to drive the hotel toward its goals. * Collaborate with the hotel management team to develop operational strategies aligned with the brand’s business strategy and lead their implementation. **Manage Revenue Goals** * Oversee hotel operations’ sales performance against budget. * Review reports and financial statements to assess hotel operations’ performance against budget. * Guide and support the operations team in effectively managing occupancy, room rates, wages, and controllable expenses. * Review wage progress reports and compare budgeted wages to actual wages; guide direct reports to address problem areas and hold teams accountable for results. **Lead Operational and Departmental Teams** * Champion the brand’s product and service delivery vision and ensure alignment across the hotel leadership team. * Develop systems and ensure staff awareness of guest satisfaction results. * Communicate clear, consistent messages regarding departmental goals to generate desired outcomes. **Manage Guest Experience** * Review guest feedback with the leadership team and ensure appropriate corrective actions are taken. * Respond to and resolve guest issues and complaints. * Remain readily available and regularly engage with guests to obtain feedback on product quality, service levels, and overall satisfaction. * Create an atmosphere in all guest rooms and food and beverage areas that meets or exceeds guest expectations. **Manage and Conduct Human Resources Activities** * Promote the development of creative solutions to overcome barriers and ensure implementation to continuously improve guest satisfaction results. * Ensure fair and equitable treatment of employees. * Ensure regular communication within the operations department (e.g., pre-shift briefings, staff meetings). * Cultivate employee commitment to delivering exceptional service, participate in daily stand-up meetings, and model required service behaviors in all interactions with guests and employees. * Include guest satisfaction as a component of employee/operational meetings and emphasize creating innovative approaches to continuously improve outcomes. * Use the performance evaluation process to set goals and expectations for direct reports and hold employees accountable for successful performance. * Solicit employee feedback, maintain an “open-door” policy, and review employee satisfaction results to identify and address employee concerns or issues. * Ensure hotel policies are applied fairly and consistently, complete disciplinary procedures and documentation per Standards and Local Standard Operating Procedures (SOPs and LSOPs), and support peer review processes. * Conduct annual performance evaluations with direct reports per Standard Operating Procedures. * Support change, ensure implementation of brand and regional business initiatives, and communicate follow-up actions to the team as needed. *Marriott International is committed to being an equal opportunity employer and welcomes all individuals, providing employment opportunities to all. We actively foster an inclusive environment that respects and celebrates the unique backgrounds of all employees. Our greatest strength lies in the rich blend of cultures, talents, and experiences across our workforce. We pledge zero tolerance for discrimination on any legally protected basis, including disability, veteran status, or any other category protected under applicable law.* W Hotels’ mission is “Ignite curiosity. Expand boundaries.” We celebrate living life to the fullest, embracing new experiences, and maintaining open minds. Every unfamiliar face and every novel experience inspires us to move forward. Our cutting-edge attitude and willingness to experiment define our essence—and serve as the driving force behind our redefinition of global luxury hospitality standards. The “Anytime/Anywhere” culture and service philosophy encourages us to serve every guest with passion. If you possess a distinctive perspective and an innovative spirit—and if you envision limitless possibilities for your future—join W Hotels and showcase your exceptional talent. Joining W Hotels means becoming part of Marriott International’s extraordinary portfolio of brands. Launch your journey from **here**, realize your personal value, **pursue** your life goals, **join** an outstanding international team, and **express** your authentic self.
