flex Senior Manager, Performance Accountability at Marriott Hotels Resorts

DescriptionThis is a temporary position.The FLEX Senior Manager Performance Accountability is part of the Global Operations (GO) organization where we work to enrich the experience of the stay creating value for guests and owners while advancing authentic hospitalitywhich is known for taking ideas into implementation across all brands disciplines and continents. This role supports the design delivery and sustainment of Intent to Recommend (ITR)focused tools resources and training that help property and aboveproperty leaders use guestVoice (Qualtrics and Medallia) with QPower to improve guest experiences and onstrategy performance. The position partners across Global Quality (GQ)Performance Accountability Continent Operations Owner & Franchise Services (OFS) platform vendors and internal stakeholders to ensure that operators can efficiently interpret VOC signals and take action that positively influences Intent toT Recommend.The FLEX Senior Manager creates and curates scalable content (e.g. DLZ modules job aids webinars office hours toolkits) maintains alignment of guidance across Qualtrics and Medallia platforms and supports adoption through a global SME network and targeted enablement. Specifically the FLEX Senior Manager will create comprehensive training/educational content for hotel operations leaders guiding them in utilizing guestVoice and QPower for performance analysis identifying improvement opportunities and driving on-property excellence through various written and verbal deliverables. These include detailed job aids online learning modules operations playbooks webinars and office hours. The Flex Senior Manager will also implement projects that improve the user experience in both the QPower and TrueView platforms.The FLEX Senior Manager plays a critical role in supporting the phased deployment of Qualtrics to hotels and ensuring seamless dual-platform enablement across Qualtrics and Medallia. This position leads efforts to equip property and above-property leaders with tools platforms and data-driven insights that enhance the guest experience across two guest experience platforms. The FLEX Senior Manager will develop and maintain training materials and resources as program and stakeholder needs evolve while supporting the creation and deployment of ITR-focused tools resources and learning modules to ensure continuity of performance improvement initiatives during platform migrations. The FLEX Senior Manager also supports global ITR efforts by designing and delivering audience-centric training and communication strategiessuch as webinars DLZ modules job aids and executive presentationsto drive awareness adoption and knowledge across the suite of platforms and tools. By translating complex training needs into clear actionable deliverables this role ensures operational leaders are empowered to leverage evolving quality improvement methodologies and platform capabilities addition this role provides project management and stakeholder coordination for ongoing platform maintenance and enhancements including vendor implementation testing and change management communications for QPower and TrueView.The role extends to special project work across Performance Accountability collaborating with Continent Operations leaders Owner Franchise Services (OFS) leaders Global Operations & discipline leaders property and above-property teams as well as Performance Accountability teams.CANDIDATE PROFILEEducation and ExperienceRequired Bachelors degree in Business Hospitality or related field; or equivalent professional experience;5-7 years in hotel operations human resources quality improvement consulting education or training.Strong written verbal and presentation skills (virtually and in person); comfortable engaging with senior executives and hotel leaders.Experience designing and delivering training via PowerPoint Microsoft Teams and in-person formats particularly for hotel leaders.Proven project management skills; ability to manage multiple priorities and collaborate with internal and external stakeholders including third party vendorsHigh attention to detail including editing and proofreading.Willingness to travel up to 25%.PreferredExperience with Marriotts guestVoice and QPower platforms and on-property experience with responsibility for GSS scores or quality improvement.On-property hotel -depth knowledge and direct experience in hotel operations with deep understanding of property-level challenges and opportunities Experience developing training programs and operational tools particularly for hotel operations leaders (e.g. a new-hire orientation guide training manuals job aids with step-by-step instructions classroom activity materials playbooks etc).Strong analytical and critical thinking skills.CORE WORK ACTIVITIESPrepare for the deployment of Qualtrics to hotels. oSupport GQ projects and initiatives aimed at enabling property and above-property leaders to use tools platforms or data-driven insights to drive the guest experience across two VOC platforms.oResponsible for updating and maintaining training materials and resources as program and stakeholder needs evolve.Dual-Platform EnablementoSupport the development and deployment of ITR-focused tools resources and training modules tailored for hotels migrating utilizing the Qualtrics and Medallia platforms ensuring continuity of performance improvement initiatives for on-property and above-property users.Provide project management and support to enable ongoing platforms maintenance and enhancements to GQ platforms that drive ITR. This support includes managing stakeholders deadlines and the testing of platform updates across the continent teams.oManage vendor implementation and testing on projects that improve the user experience in QPower and TrueView platforms. Develop communications to support change management.oSupport Global ITR Efforts: Lead projects to support the global training and communication strategies for the suite of platforms and tools (including QPower guestVoice TrueView and other improvement-related tools) to drive awareness adoption and knowledge amongst property and above-property operations leaders. Includes:oDevelop and implement audience-centric deliverables (webinars large audience presentations executive presentations job aids modules to support global training programs training videos etc.) to influence and train users on how to use tools to drive improvement as products evolve and awareness/training needs emerge.Work closely with Director Performance Accountability and Sr. Director of Performance Accountability to develop and deploy learning module(s) on guestVoice and/or QPower in the DLZ for new operations leaders based on evolving quality improvement methodologies and platform capabilities.oTranslate training needs or presentation goals into clear written and verbal deliverables (webinars Digital Learning Zone (DLZ)/video modules operator-friendly job aids and best practice documents executive presentations etc.) by utilizing strong proficiencies in PowerPoint Word and Excel.Implement recommendations for scalable communications and training strategies that will meet stakeholders needs within budget and resource constraints.Other duties as assigned.At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.Required Experience:Senior Manager Key Skills Arabic Speaking,Access Control System,B2C,Account Management,Legal Operations,Broadcast Employment Type : Full-Time Experience: years Vacancy: 1