Director of Operations Execution & Innovation

Gaylord Hotels, part of Marriott International, is a renowned hospitality company known for its unique environment that hosts unforgettable experiences and meetings. Located at 201 Waterfront St, National Harbor, Maryland, this establishment is more than just a hotel; it is a vibrant destination where creativity, entrepreneurial spirit, and top-tier service come together. The company prioritizes an inclusive culture that celebrates diversity, welcomes all backgrounds, and fosters a collaborative environment where every associate feels valued and empowered. With a global presence and a portfolio of distinguished brands under Marriott International, Gaylord Hotels offers extensive career development opportunities along with a rich blend of culture, talent, and experiences. Their commitment to non-discrimination ensures equal opportunities regardless of disability, veteran status, or any other protected basis by law.

The role offered is a full-time management position within the Rooms and Guest Services Operations category, providing a competitive annual salary ranging from $138,000 to $199,000 with bonus eligibility. This role is not remote and requires working onsite. The primary focus of this position is to lead process improvement programs throughout the property, promoting continuous improvement initiatives that impact guest and employee satisfaction positively. The responsibilities include training leaders on methodologies such as continuous improvement and formal problem-solving techniques, enabling departments to independently drive process improvements. Additionally, the manager will coordinate and communicate effectively across all satisfaction programs by implementing metric analysis, action planning, and auditing procedures.

This position involves working closely with departmental leaders to create standard reports identifying deficiencies in response times, maintenance schedules, and systems issues while recommending corrective action plans when trends indicate process or organizational failures. Auditing of standardized metrics and presenting key findings and recommendations to the Leadership Committee are also key duties. The role requires addressing material and system-related challenges, liaising with Information Resources to facilitate any necessary system changes. Supporting Corporate Customer Research efforts for maintaining and enhancing measurement programs is also expected. This leadership role ensures the property consistently meets high standards of service excellence and operational efficiency, driving increases in revenue, guest satisfaction, and employee engagement. Ideal candidates will possess strong analytical skills, leadership capabilities, and a passion for hospitality excellence in a dynamic hotel setting.