FLEX Director, Service Excellence & Performance

Marriott•Bethesda, MD

1d•$57 - $87•Hybrid

About The Position

The FLEX Director, Service Excellence & Performance is dedicated to in-person and virtual hotel visits to strategically selected hotels, including high-impact hotels that are in the red zone and/or with performance trending towards the red zone. This position will be focused on Full Service and Marriott Select Branded hotels. The focus of the hotel visits includes offering system training and in person expertise sharing to help improve and elevate guest experience trends and ensuring pull through of key initiatives. Also, facilitating overall performance review with the hotel General Manager, the collection and tracking of action plans to validate GSS future improvement. This position requires 90% travel.

Requirements

Bachelor’s degree in hospitality or Hotel Restaurant Management required or an equivalent combination of education and experience from which comparable skills and knowledge can be acquired.
7+ years of progressively responsible work experience with high level of specialized knowledge in Operations/Hotels leading operations disciplines (Front Office, Laundry, Spa and Retail and Food and Beverage)
Proven track record of implementing operations initiatives and programs with sustained performance and leading complex operations with positive performance in balanced scorecard results.
Track record of putting in place strong systems and processes to effectively implement and execute multiple programs.
Must have strong knowledge in areas related to all operations, and SOPs.
Must be a self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader Marriott International team.
Proven success prioritizing and managing multiple projects and stakeholders simultaneously.
Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.
Ability to travel 90% of the time.

Nice To Haves

Executive Committee experience preferred.
Multiple Department Head experience.
Experience developing and implementing new concepts.

Responsibilities

Support the pull through of Marriott initiatives especially in the franchise community through effective project management and communication.
Reviews and organizes all operational data to assist in prioritizing areas of focus in the Operations disciplines and franchisees. Develops enhanced reporting to articulate current performance and identify opportunities for improvement.
Pull, analyze, and monitor GSS to build deep understanding of brand standards and ensure activity that supports those standards are supported. Identify and communicate trends in guest response scores and feedback.
Act as a business partner to the hotel stakeholders and provide technical and business expertise to assist properties in achieving optimum performance in operations and initiative scorecard goals.
Stay current and benchmarks best in Operations companies for relevant competitive intelligence on industry, competitor, and economic trends to identify business opportunities or risks.
Partner with the Operations team to execute action plans addressing hotel issues in Product Quality, Service Delivery, ESS or GSS.
Active participation in the communication phase of Operations Initiatives to provide feedback for a broader implementation.
Develop appropriate metrics to identify and manage business goals as well as supply regular reports to senior leaders and franchisees.
Ensure a communication feedback loop is in place to share ideas, concerns, and execution issues from the market to Center.
Develop tracking mechanisms, tools, and processes to support critical department goals as it relates to business objectives, initiative tracking, regulatory compliance, process improvement, and projects
Possess strong oral and written communication skills, excellent interpersonal skills; able to collaborate effectively with all Key Stakeholders. Ability to positively influences without direct authority.
Ability to independently manage multiple projects and competing priorities, operating in a matrix organization with excellent project management skills.
Perform other duties as assigned.