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Senior Manager, Luxury Quality Field Team - Projects - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Chevy Chase, MD Chevy Chase, Maryland |
About this job
Posting Date Oct 23, 2017
Job Number 17002BF5
Job Category Rooms and Guest Services Operations
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Job Number 17002BF5
Job Category Rooms and Guest Services Operations
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
JOB SUMMARY:
The vision of the Luxury Quality Performance Improvement team is to partner with properties on Marriott’s vision ‘to be the World’s Favorite Travel Company’ by operationalizing each of the luxury brands promise through Performance Expertise, a Heritage of Excellence and Delivering Exceptional Guest Experiences. We drive improvement by delivering tailored, targeted performance excellence packages that elevate the luxury experience and facilitate bottom line results.
As a business partner to both the North America Luxury Brands Performance Improvement Team, Regional Teams and hotel General Managers, the Senior Manager of Performance Improvement (SMPI) leads the work group of Area Performance Improvement Managers (APIMs) – a team that facilitates process improvement projects that drive Intent to Recommend & other Key Drivers of guest engagement, reduce defects and defect occurrence, generate revenue and enhance operational effectiveness.
EXPECTED CONTRIBUTIONS:
This Senior Manager is responsible osupport the growth and development of the Area Performance Improvement Manager (APIM) work group, while leading the project management and deployment planning of new projects for the Luxury hotel brands in North America. This position will manage all project activities ensuring the projects are well-planned, well-executed, carefully communicated, effectively measured and sustainment planned for. Project results may be obtained through increasing Intent to Recommend (i.e. impacting customer future spending behaviors), eliminating defects (i.e. reducing cost of poor quality) and/or improving work processes (improving efficiency.
The Senior Manager will lead:
- Maintain schedule and capacity of the Area Performance Improvement Manager (APIM) team across the US and Canada
- Ensure APIM’s are trained and have resources needed
- Coach and provide review, external perspective to project teams help drive sustainability and successful projects
- Track and report out on project team’s performance
- Identify common trends across properties and share, strategize with regional/corporate team on how we can improve
- Works closely with regional teams
In addition to leading this team, the SMPI is as responsible for facilitating Quality Improvement Projects using the company’s Quality Toolkit (i.e. 6-Step, Lean Kaizen, 5-Step Innovation, etc.). She/he plays a vital role in communicating brand and property performance on a regular basis to Senior Leadership, allowing them the opportunity to recognize and drive performance with properties.
CANDIDATE PROFILE
Education and Experience
- 4-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major
- Board Certified ASQ, Quality Manager, Lean Sigma Certified/Design Thinking Certified preferred
- 5+ years of relevant experience; at least 2 years of project management and implementation experience
- Hotel or Market Operations experience or knowledge of operations across all departments preferred
- Experience within lodging/hospitality industries – luxury market preferred
- Experience leading process/quality improvement projects and/or managing quality assurance processes
- Proven success introducing changes to complex operations
- Expertise and proven track record in managing complex, multifunctional initiatives
- Strong project/program management competence and skills
- Experience analyzing and documenting processes
- Strong written and verbal communication and presentation skills
- Expertise using MS Office suite of products
***Travel Required: 80%
CORE WORK ACTIVITIES
Leadership/Drive Results
- Utilize standard approaches and processes for consistent execution of programs throughout all project phases
- Ensure multiple priorities align to accountable resources goals and objectives, can be implemented and sustained, and completed within the parameters of agreed upon project scope
- Manage and provide input for continuous improvement of standard implementation processes and communications that are integrated and sustainable
- Proactively communicate trends and insights to Senior Leadership & the Luxury Quality Field Team
Managing Execution/Building Relationships
- Assist in the design/development of analysis tools and processes to develop both the quality team and operational leaders
- Ensure library of tools are maintained and relevant to current needs
- Facilitate the best practice sharing among properties (i.e. Lions Share, Eureka)
- Identify and document trends, gaps or patterns in project processes and develop strategies to improve both implementation tools and processes and team performance
Business Functional Goals
- Facilitate development of systems & processes ostreamline field team analysis of Voice of Customer (VOC) data
- Lead the development of scorecard to measure property specific focus areas
- Develop processes to enhance communication and sharing of best practices in the region and across the portfolio
- Develop process attack and share successes of Quality Improvement Teams, to drive examples of the value of tools and to provide benchmark examples
- Create process to drive accountability of results through recognition programs, as well as elevating underperforming hotels reviews with regional team
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.
- 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 and Contributing to Teams - Participates as a member of a team move toward the completion of common goals while fostering cohesion and collaboration among team members.
- Strategy Execution – Ensures suceessfull execution across of business plans design to maximize customer satisfaction, profitably 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
- Planning and Organizing- Gathers information and resources required a set a plan of action for self and or others;prioritizes and arrange work requirements to accomplish goals and ensure work is completed.
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.
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences drive innovation, engagement and enhance business results; and ensures employees are given
- 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 support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
- 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.
- 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 solve work-related issues.
- Oral Comprehension Listens 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
Property Name RCH Corp Office - Chevy Chase
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