Director Of Human Resources Operations

Job summary

Reporting to the Multi Property Director of Human Resources, the Director of Human Resources Operations leads the Human Resources Operations teams to carry out the daily activities of the Human Resource Office including recruitment, total compensation, training and development, association/labor relations, engagement activity including Take Care and performance management. Additionally, this position focuses on delivering HR services that meet or exceed the needs of employees and enable business success; as well as ensures compliance with all applicable laws, regulations and operating procedures for JWMM.

Scope / business context

A full time position based at JW Marriott Marquis Dubai.

Candidate profile

Experience: Must have been a department head of HR for a minimum of two years. Experience in managing bigger operations and handling bigger teams is an advantage. Experience in the luxury segment is mandatory with a minimum of 2 years working in a luxury hotel environment. Strong knowledge of UAE labour laws. Strong communication skills (verbal, listening, writing). Experience in staff housing solutions, staff cafeteria operations and driving effective talent acquisition. Ready to embrace AI and analyse workflow processes that can be revised.

Specific duties & technical expertise

The following are specific responsibilities and contributions critical to the successful performance of the position:

Recruitment and selection:

• Partners with their property executive committee and department heads in the development of the desired candidate profile and execution of the staffing process for management openings.
• Educates recruiting sources on desired candidate profile for management openings in their hotels.
• Effectively communicates the benefits of working in the brand to attract candidates.
• Leverages brand endorsed staffing processes and ensures interviews are conducted according to recommended guidelines, consistent screening criteria is used and only job-related questions are asked.
• Ensures open positions are advertised in appropriate venues to attract a diverse candidate pool.
• Ensures employment ads comply with local laws and regulations. All advertisements should highlight information on the job, the specification, the hotel and the benefits.
• Establishes and maintains contact with external recruitment sources such as government managed job services, local colleges, recruitment agencies and community based organizations.
• Develops luxury talent pipelines for future growth and key feeder markets.
• Facilitates interdepartmental transfers and promotions and transfers or promotions to other properties and brands in Marriott International.
• Ensures the transfer and promotion of associates is tracked and published.
• Ensures background checks and references taken up as per policy are completed and work permits/social security numbers are verified in accordance with Marriott Standard Operating Procedures.
• Identifies local trends and implements an effective hiring process for the unit to secure the right talent for the right job in a quick and efficient manner.

Total compensation:

• Markets and educates associates on benefits package and uses both as a recruiting tool during the hiring process and a retention tool.
• Educates Human Resource team on the various types of benefits available, eligibility requirements and trains team to troubleshoot benefit problems associates may encounter.
• Provides an overview of associate benefits to the management team enabling them to educate their associates and answer routine questions.
• Manages associate eligibility review process and changes associates status as necessary; communicates change in status to affected associates.
• Develops property wage scale and ensures compliance; conducts annual wage survey to ensure hourly rates of pay are competitive in the market; adjusts wages as necessary using HIRG salary survey to guide decisions.
• Ensures wages are paid in accordance to regionally issued guidelines and local laws, e.g., entry level rates paid to new hires, overtime provisions in place and separation pay.
• Ensures fair and equitable administration of pay increases for promotions, salary adjustments or merit increases.
• Ensures performance appraisal processes are in place, reviews are conducted in a timely manner and increases are processed.
• Oversees payroll administration.

Training and development:

• Uses current best practices for the ‘JW BASE Training’ orientation programme as a foundation for developing a creative and educational new hire orientation programme.
• Educates new hires regarding the brand including its affiliation with Marriott International, business priorities, target customer and competitive set, the product and service strategy.
• Generates a positive first impression for associates and emphasizes the importance of the brand’s service strategy in the culture; ensures attendance by all new hires and participation of the leadership team.
• Ensures all managers have a current career plan and that there is a talent and development and succession plan in place for all management positions.
• Supports executive committee and department heads in identifying areas of service improvement.
• Partners with managers to develop corrective action plans.
• Conducts property training needs assessment and coordinates enrolment for core management training programs; tracks and documents managers’ participation in training.
• Ensures development plans are in place in accordance with the performance appraisal process, goals are documented and progress towards goal achievement is measured.

Associate relations:

• Ensures effective associate communication channels are established and active in the property, e.g., daily stand–up meetings, monthly departmental meetings, regularly scheduled hotel-wide meetings, bulletin boards and HR Diagnostics.
• Communicates hotel rules and regulations, the progressive discipline policy, Business Integrity Line and the Guarantee of Fair Treatment during orientation and via associate notice boards, other internal communication channels and Associate Handbook.
• Ensures progressive discipline training is provided to management staff and policy is consistently followed.
• Ensures proper documentation is maintained on all disciplinary issues.
• Is highly visible and interfaces with associates on a regular basis to obtain feedback on quality of Human Resources service levels and overall satisfaction; effectively responds to and resolves associate problems and complaints.
• Utilizes an “open door” policy to address associate problems or concerns in a timely manner, ensures associates are treated fairly and equitably and that issues are brought to resolution; brings issues to the attention of senior leadership as necessary.
• Develops and administers recognition programs for non-management and management associates (including the length of service program); modifies existing programs or introduces new concepts on a regular basis to maintain associate interest and involvement.
• Manages the administration of the Associate Engagement Pulse Checks Survey (AES) and ensures that action plans are put in place and followed to ensure score improvement year on year.

Human resources – department:

• Hires Human Resources non-management and management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Ensures new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job.
• Ensures team members are cross-trained to support successful daily operations.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Coaches team by providing specific feedback to improve performance.
• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
• Empowers associates to provide excellent guest service.
• Establishes guidelines so associates understand expectations and parameters.
• Ensures associates receive ongoing training to understand hotel associate expectations.
• Ensures service, technical skills and leadership training occurs in the department to support successful daily operations. This relates to mhub, Onex DMS, HRMS and Oasys.
• Establishes and maintains open, collaborative relationships with direct reports and entire human resources team.
• Ensures direct reports do the same for their team.
• Ensures that regular ongoing communication takes place in human resources to communicate daily activities, set expectations and create awareness of business objectives; be effective at two way communication with their GM and the regional HR team.
• Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner.
• Ensures associates are treated fairly and equitably; brings issues to the attention of the Multi Property Director of Human Resources and General Manager as necessary.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard, Regional and Local Operating Procedures (SOPs, RSOP and LSOPs).
• Benchmarks departmental standards using the HR Audit, HR Balance Score Card, HR Diagnostics, Standard, Regional and Local Operating Procedures.
• Ensures departmental participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Spirit to Serve our communities day, Take Care).

Administration:

• Ensures associate files contain required paperwork (e.g., employment application, reference checks, Information Protection Agreement, job description, etc.), are properly maintained and secured and meet data protection and other legal requirements.
• Establishes procedure for accessing, reviewing and auditing associate files and ensures compliance with Data Protection legislation.
• Develops and maintains property job specifications/descriptions.
• Ensures proper documentation of all progressive disciplinary action is kept in associate file.
• Ensures performance evaluations and merit increase paperwork are maintained in associate files.
• Maintains files to demonstrate Brand Standard Audit compliance (regarding training etc.).

Management competencies

Leadership:

• Adaptability: Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication: Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. Displays a high level of emotional intelligence and acts also as a cultural ambassador for the property.
• Problem solving and decision making: Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional demeanor: Exhibits luxury behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing execution:

• Building and contributing to teams: Actively participates as a member of a team to move the team toward the completion of goals.
• 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 of goals; proactively takes action and goes beyond what is required.
• Planning and organizing: Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building relationships:

• Coworker relationships: Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer relationships: Develops and sustains relationships based on an understanding of customer 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.

Policies and procedures

• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Working hours as required to do your job but normally not less than 48 hours per week.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J. Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates