Marriott International

Area Director of Operations, Australia, New Zealand and Pacific (Integration)

Marriott International
Full Time
Lead (more than 10 years)

Job Description

Area Director of Operations, Australia, New Zealand and Pacific (Integration)

Location: CHN-China-Hong Kong-Asia/Pacif/Australia Region

Marriott International offers you the opportunity to find the hospitality job and career journey that’s right for you. With more than 5700 properties and 30 brands you’ll find us in your neighborhood and in more than 110 countries across the globe. Find Your World™ at Marriott.


CLS Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in the Operations area to support department and/ or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives.

Specific Job Summary

The Area Director of Operations is responsible for overseeing Rooms Operations, Food & Beverage Operations and Quality Assurance for all hotel brands.  A key responsibility is to ensure “pull through” of programs, processes and initiatives at the property level.  Specific areas of focus include operations troubleshooting, working effectively with property management teams, technical training, International Quality Assurance Program, pre-opening, hotel conversions, effective F&B concepts, front office, housekeeping, spa and recreation.


Education and Experience

  • Generally a professional position requiring significant knowledge and experience in one or more disciplines and/ or business operations as well as associate and/or organizational management experience.
  • College degree and/ or relevant experience generally required.
  • 10 years progressive work experience in the hotel industry with focus in Rooms/ F&B Operations.
  • Proven experience in understanding contracts, presentation/ public speaking skills, International SOP’s, operations budgets and capital budgets is essential.
CLS Expected Contribution
  • Develops operating plans and workable business processes for own department in alignment with function strategy.
  • Manages larger business processes and/ or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
  • Responds to, solves and makes decisions on business requests that have broader department impact and/ or moderate risk.  Presents alternative solutions to business issues by leveraging the broader organization. 
  • Is responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.  Typically influences work of cross-functional or extended teams.
  • Assists more senior associates in achieving business results by:
  • Acting in a consultative fashion to implement programs impacting the broader organization.
  • Assisting in the development and communication of broader organizational goals.
  • Achieving results against budget within scope of responsibility.
  • Taking calculated risks to move the department or team forward.
  • Developing and using systems to organize and keep track of information.
  • Balancing the interests of own group with the interests of the organization.
  • Working with others to identify and remove barriers to success.
  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.
Specific Expected Contribution
  • Rooms Operations – assists hotel management teams with the successful implementation of all initiatives and programs.  Initiatives and programs include Comfortable Bedding, At Your Service, HSIA, Reduce P/E by 50%, Elite Benefits.
  • Food & Beverage Operations – assists hotel management teams with the successful implementation of all initiatives and programs.  Current initiatives include Event Management Brand Standards, Street Restaurant, Momentum and Breakfast.
  • Quality Assurance – ensures all hotels understand and comply with company brand standards and International Quality Assurance Program. Follows up with all yellow and red zone hotels in Area for brand standards audits and GSS.  Ensures brand standards are in place at all hotels.
  • Food and Beverage Concepts – assists property management with execution of restaurant/ bar concept documentation to ensure concept integrity and significantly improve guest experience, revenues and profits.
  • Food Safety – ensures property teams are fully fluent in all food safety procedures and direct certification classes as required to meet needs of the Area.
  • New Openings/ Conversions – assists in the coordination of pre-opening, task force, 5SU and operations technical training.
  • Assists in coordination of technical training for Area.  Current training programs include Stars Are Born, Event management Delivery, Culinary Certification, At the Helm, Dirt School.
  • Coordinates task force as needed for problem properties.
  • Ensures area hotels operate with respect to specific brand service programs (ie Spirit to Serve, Savvy Service, etc).
  • Responds to complex or ambiguous situations without losing focus of key hotel objectives.
  • Together with AVP and RVP Operations, consistently recognizes and rewards outstanding associate performance in improving area’s hotels performance and/ or customer satisfaction.
  • Improves business results by leveraging shared resources and processes.  Also initiating revenue driving initiatives for F&B areas and spas.
  • Uses technology effectively to communicate and influence throughout the organization in a timely, high-impact manner.
  • Plays role in continually developing and attracting new diverse, high-caliber talent that makes a strong positive impact on the organization.
  • Looks outside Marriott to identify and implement innovations that improve business performance.


  • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
  • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
  • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
  • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
Managing Execution
  • Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
  • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Building Relationships
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
  • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
    • Operations Execution-The ability to systemically implement, evaluate, and sustain operations programs to ensure that the products and services being executed deliver the intended benefits, create value, contribute to guest satisfaction, and meet the needs of the various stakeholders (guests, property staff, brand, CLS, etc.).
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Understands written sentences and paragraphs in work related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Technical Skills

  • Audit
  • Branding
  • Budgets
  • Business Plans
  • Corporate Strategy
  • Customer Service
  • Event Management
  • Futures
  • Guest Experience
  • HR
  • Marketing
  • Mathematics
  • Microsoft Word
  • Quality Assurance
  • Sales
  • Training