Area Quality Analyst, Luxury Quality Field Team

JOB SUMMARY:

The vision of the Luxury Quality Performance Improvement team is partner with properties on Marriott’s vision ‘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.

The Area Quality Analyst (AQA) is responsible for analyzing voice of the customer data and translating inactionable areas of focus for each hotel in their assigned area. The AQA provides directional analysis the Regional Leadership team, Area Director of Performance Improvement, Area Performance Improvement Managers and hotel leadership. The AQA is responsible for maintaining a scorecard of performance, and serving as the subject matter expert on Guest Voice, the guest engagement reporting platform. This position as drives the certification of the quality Green Book, key metrics for quality improvement teams, and additional quality training and initiatives the properties.

The Area Quality Analyst provides support in the following areas:

1. Guest Data Analysis – top areas of focus drive guest engagement for each hotel are identified, through guest data analysis. Well defined strategies are in place identify early warning signs of performance gaps

2. Continuous Improvement - through review of guest engagement and operational platforms, develop short and long-term strategies for execution that will drive and continually improve employee, customer and owner loyalty

3. Support and partner with Luxury Quality Field team and hotels leadership

CANDIDATE PROFILE

EDUCATION

• 2- or 4- year degree from an accredited university

EXPERIENCE

Required Experience:

• Experience compiling and analyzing data tidentify targeted focus area tachieve results
• Experience presenting complex data ttell a condensed and focus story
• Practical application of statistical methods and tools
• Intermediate/Advanced knowledge of MS Office suite of products
• Ability tclearly communicate key findings tsenior leadership from in depth analysis
• Curiosity with data and analysis, translated intstories that drive performance
• Strong written and verbal communication and presentation skills
• ***Travel Required: 30%

Preferred Experience:

• Lodging operations experience preferred (luxury market preferred)
• Skills in facilitating improvement strategies and managing quality improvement teams
• Ability communicate and train all levels of the organization

CORE WORK ACTIVITIES

Leadership/Drive Results

• Serve as Subject Matter Expert (SME) in key drivers and influencers for each hotel supported
• Hotel analysis is completed and results presented in a professional manner which identify the vital few focus areas, providing a compelling call action for hotels
• Develop operational and hotel dashboards tallow early warning signs of performance risk for hotel leadership. A review process should be in place understand variance performance and allow for proper action
• Manage and provide input for continuous improvement of standard implementation processes and communications that are integrated and sustainable
• Proactively communicate trends and insights tSenior Leadership & the Luxury Quality Field Team

Managing Execution/Building Relationships

• Assist in the design/development of analysis tools and processes tdevelop both the quality team and operational leaders
• Ensure library of tools are maintained and relevant current needs
• Facilitate the best practice sharing among properties using organizational platforms
• Identify and document trends, gaps or patterns in project processes and develop strategies improve both implementation tools and processes and team performance

Business Functional Goals

• Facilitate development of systems & processes streamline field team analysis of Voice of Customer (VOC) data
• Lead the development of scorecard measure property specific focus areas
• Develop process track and share successes of Quality Improvement Teams, drive examples of the value of tools and provide benchmark examples
• Create process 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 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 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.

Managing Execution

• Building and Contributing Teams - Participates as a member of a team move toward the completion of common goals while fostering cohesion and collaboration among team members.
• 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 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/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 drive innovation, engagement and enhance business results; and ensures employees are given the opportunity contribute their full potential.

Generating Talent and Organizational Capability

• Talent Management - Provides support and feedback help individuals develop and strengthen skills and abilities needed accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information manage everyday operations and generate innovative solutions approach business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area conduct and manage everyday business operations and generate innovative solutions approach function-specific work challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

1. Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
2. Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one solve work-related issues.
3. Oral Comprehension - Listens and understands information and ideas presented through spoken words and sentences.
4. Reading Comprehension – Understands written sentences and paragraphs in work related documents.
5. Writing - Communicates effectively in writing as appropriate for the needs of the audience.