flex Senior Manager, Performance Accountability (Platforms)

Marriott•Bethesda, MD

5h•Hybrid

About The Position

This is a temporary position. The Sr. Manager, Performance Accountability, is part of the Performance Accountability 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 Performance Accountability team members to support Performance Accountability projects and initiatives centered on the development and implementation of tools, resources, and platforms that enable property and above-property leaders to drive guest experiences at hotels globally. The Senior Manager will report to the Director, Performance Accountability. The key responsibilities for this position are: Providing project leadership for department initiatives that drive adoption and knowledge of the suite of Performance Accountability tools and resources that help properties and above-property leaders improve the guest experience. Examples of Performance Accountability tools and resources are: QPower platform, MI Health Check platform (TrueView), and improvement-focused tools, job aids, methodology, and webinars. Providing project management and support to enable ongoing platforms maintenance and enhancements to QPower and MI Health Check platform. This support includes managing stakeholders, deadlines, and the testing of platform updates. This Manager partners with: Performance Accountability leaders Property leaders, Continent leaders, leaders within and across Global Operations Vendors that manage Performance Accountability Platforms, such as EcoSure and Medallia

Requirements

4-year bachelor's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major or equivalent years of experience
5+ years professional experience in Operations, Quality Improvement, Consulting, or related professional area
Strong analytical and problem-solving skills, including strong attention to detail
Very strong project management and communication (verbal and written) skills.
High proficiency in Excel, PowerPoint, MS Office suite of products.

Nice To Haves

Experience with Marriott’s data reporting platforms 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 leading projects 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.

Responsibilities

Leads Performance Accountability projects and initiatives aimed at enabling property and above-property leaders with tools and platforms that help them drive the guest experience. Examples of Performance Accountability tools and resources are: QPower platform, MI Health Check platform (TrueView), improvement-focused workbooks, methodology, and webinars, etc.
Leads the execution and oversight of enhancements to the QPower platform or MI Health Check platform (TrueView). Executes detailed platform testing for usability, accuracy, and completeness. Supports communication and remediation with appropriate vendor stakeholders
Supports communication and remediation with appropriate vendor and stakeholders.
Identifies trends in customer feedback and opportunities for product enhancements.
Manages design and implementation of some enhancements and oversees several processes related to day-to-day functioning of platforms.
Communicates to end users (property and above-property) on how to use Performance Accountability platforms (example: assisting with facilitation of webinars on topics related to quality improvement, development of materials/logistics planning for conferences, etc.).
Provides customer support for QPower, and MI Health Check platform users by answering customer questions and/or providing inbound/outbound support and training for users as needed.
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 Performance Accountability data to drive insights and fact-based decision making for stakeholders.
Translates Performance Accountability data into a compelling story that can be shared with continent, area, and senior leadership for decision making, using strong written and verbal communication skills