Job Number 24129330

Job Category Procurement, Purchasing, and Quality Assurance

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

The Manager, Performance Improvement and Guest Experience Platforms, is part of the Global Quality (GQ) team within Global Operations (GO). The GO department is known for taking ideas into implementation across all brands, disciplines, and continents. This role collaborates with Global Quality (GQ) team members to support GQ projects and initiatives centered on the development and implementation of tools, resources, and platforms that enable property and above-property leaders to drive the guest experiences at hotels globally. The Manager will report to the Director, Global Quality, Platforms and Performance.

The key responsibilities for this position are:

• Providing project support for department initiatives that drive adoption and knowledge of the suite of Global Quality tools and resources that help properties and above-property leaders improve the guest experience. Examples of GQ tools and resources are: guestVoice platform, QPower platform, QA (TrueView) platform, and improvement-focused tools, job aids, methodology, and webinars.

• Providing project management and support to enable ongoing platforms maintenance and enhancements to QPower, QA site, and guestvoice. This support includes managing stakeholders, deadlines, and the testing of platform updates.

This Manager partners with:

• Global Quality leaders

• Property leaders, Continent leaders, leaders within and across Global Operations

• Vendors that manage GQ Platforms, such as EcoSure and Medallia

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelor's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major or equivalent years of experience

• 3+ years professional experience in Operations, Quality Improvement, Consulting, or related professional area

• Strong analytical and problem-solving skills, including strong attention to detail.

• High proficiency in Excel, PowerPoint, MS Office suite of products.

• Very strong verbal, presentation, and written communications abilities.

Preferred

• Experience with Marriott’s guestVoice platform and, preferably, with Tableau or other platforms for data visualization.

• Experience in driving guest experience scores in a property or above-property role within the hospitality industry.

• Experience working with cross-functional, or matrixed teams.

• Ability to meet deadlines in collaboration with stakeholders at all levels in the organization, including senior level audiences.

• Proven ability to effectively prioritize and execute tasks in a high-pressure environment within budgets and timelines.

• Ability to manage multiple projects simultaneously and take direction from multiple project owners simultaneously.

• Strong strategic thinking skills.

CORE WORK ACTIVITIES

• Collaborates with GQ team members to support GQ projects and initiatives aimed at enabling property and above-property leaders with tools

• and platforms that help them drive the guest experience. Examples of GQ tools and resources are: guestVoice platform, QPower platform, QA (TrueView) platform, improvement-focused workbooks, methodology, and webinars, etc. Contributes to team efforts to communicate to end users (property and above-property) on how to use GQ tools and platforms (example: assisting with facilitation of webinars on topics related to quality improvement, development of materials/logistics planning for conferences, etc.).

• Contributes to execution and oversight of enhancements to the guestVoice platform, QPower platform, or QA site. Executes detailed platform testing for usability, accuracy, and completeness. Supports communication and remediation with appropriate vendor stakeholders.

• Manages design and implementation of some enhancements and oversees several processes related to day-to-day functioning of platforms.

• Provides customer support for guestVoice, QPower, and QA Site platform users by answering customer questions (via mailbox) and/or providing inbound/outbound support and training for users.

• Support department’s communication efforts when new processes or programs are developed, such as assisting with execution of communication plans, updates to Marriot Global Source (company intranet), etc.

• Utilizes guestVoice or other Global Quality data to drive insights and fact-based decision making for stakeholders

• Translates key insights into a compelling story that can be shared with continent, area, and senior leadership:

• Turns data into audience-appropriate recommendations, using strong written and verbal communication skills.

• Develops written and verbal presentations to communicate results of analysis to property, above property and senior level corporate audiences.

• Perform other duties as assigned.

LEADERSHIP COMPETENCIES

Create Belonging – Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion.

• Monitors partner/customer satisfaction; anticipates and responds to feedback.

• Uses effective communication strategies to build and maintain relationships.

• Seeks out differences in perspective and creates a friendly and welcoming environment.

• Maintains awareness of evolving partner/customer and associate needs.

Develop Others – Develop diverse, inclusive, and high-performing talent and teams.

• Models and coaches team on scope of decision-making authority and ensures clear leadership accountabilities are in place.

• Reinforces an environment that supports feedback and ongoing development by communicating and modeling clear performance standards.

• Brings together the appropriate mix of associate knowledge and skills by leveraging professional networks to attract top talent, supporting recruitment and on-boarding efforts, and coaching others on effective hiring decisions.

• Promotes inclusion and engagement; identifies and reports concerns related to equity and fair treatment, giving all associates the opportunity to achieve their full potential.

Lead Change – Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs.

• Models courage, flexibility, and optimism when managing multiple demands or changing priorities, communicates need for change, how it impacts work, provides resources and coaching, and adjusts team priorities as needed.

• Determines how change impacts stakeholders and communicates concerns to leadership.

• Makes complex decisions by collaborating with others, seeking and sharing information with others, identifying and evaluating alternatives, and involving and gaining support from key stakeholders.

Learn & Excel – Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities.

• Sets career goals and identifies development areas for self and others; uses resources and challenging assignments to help achieve goals and develop self and others.

• Gathers, shares, and uses information about industry and discipline trends, competitors, and best practices.

• Maintains advanced technical knowledge and skills to model and coach others on completing complex technical assignments, solves advanced technical issues, and identifies and communicates innovative technical approaches for improving processes or business functioning.

Deliver Results – Set ambitious goals, create alignment, and drive execution.

• Creates an environment that encourages accountability, high standards, innovation, and has clear performance expectations.

• Sets and tracks goal progress for self and others, communicates key milestones and deadlines, breaks down barriers to accomplishing work and goals, and ensures timely completion of work.

• Manages team workload by delegating assignments appropriately, prioritizing group activities based on importance, urgency, and impact to goals, as well as ensuring team members have the equipment, materials, and other resources needed to accomplished their work.

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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.