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Senior Manager, Global Operations, Global Quality

Posted January 13, 2022

Marriott International
Bethesda, MD
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About This Job

Job Summary



The Senior Manager, Global Quality is part of the Global Operations (GO) department, which is known for taking ideas into implementation across all brands, disciplines, and continents. This role is part of the Global Quality team, and this role will be responsible for partnering within Global Quality and with Global Operations brands and disciplines in the building and development of audit content, in the enhancement of audit structures and processes, and in assisting in providing resources, tools and knowledge to help internal stakeholders and properties improve guest experiences and deliver on-strategy hotels. The role will include work across multiple functions within Audit Design & Development, and will include special project work across Global Quality as deemed appropriate.

The Senior Manager partners with:

  • Brand and Brand Operations leads within Audit Design & Development, and Discipline leads within GO
  • Standards team and MGS leadership
  • Quality Improvement, Accountability and LUXQ teams as needed in the use/development/enhancement of Global Quality programs and services  

Candidate Profile

Education And Experience

4-year bachelor's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major

;

plus3+ years of business management experience within hotel operations, real estate, airlines, or similar field.

Preferred

  • Advanced Degree Or Mba

  • Hospitality or lodging operations experience or knowledge of hotel operations across all departments

Required

  • Ability to facilitate strategic discussion with brand teams, discipline teams, and senior leaders
  • Ability to compile and analyze data to identify targeted focus area to achieve results
  • Ability to communicate at all levels of the organization
  • Excellent verbal, presentation and written communications abilities
  • Proficient with Microsoft Office Suite, especially Excel, Word, and PowerPoint
  • Ability to innovate and articulate new concepts clearly and in a compelling way
  • Negotiating, influencing and problem resolution skills
  • Demonstrated ability to assess stakeholder needs, creatively approach solutions, and decide and influence appropriate courses of action

Core Work Activities

Defines and executes against strategic priorities to drive improvement in the guest experience and on-strategy hotels, via Global Quality tools specifically including the Brand Standard Audits and other related property audits

  • Provides functional and business expertise and strategic perspective to develop and implement fair and comparable on-property audits
  • Pro-actively communicates trends and insights to Audit Design & Development Leadership & Global Quality leadership
  • Partners in assessing areas for improvement or enhancement of audit structures and processes – forward thinking and open to change

Leverages tools and resources to help quality and operational leaders drive performance excellence

  • Proficient in the Global Quality tools – including the QA website and related tools and processes to develop both on-property and above-property understanding of trends and performance
  • Actively benchmarks and explores new ideas external to the organization
  • Works closely with Director and VP of Global Quality to synergize the communication and deployment of audit tools and resources across disciplines
  • Works as required with Global Quality guestVoice team to leverage existing tools and resources

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 to move toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Strategy Execution

    – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, 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 to set a plan of action for self and/or others; prioritizes and arranges 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 to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent And Organizational Capability

  • 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.

Learning And Applying Professional Expertise

  • 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.

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

www.marriott.com

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What Does it Mean to Be a Marriott International Associate?

It means feeling the power of belonging. We feel it each and every day. It comes from being recognized. It comes from knowing Marriott International sees talent in each of us. And, it comes from working together, as a family, to make our guests feel as much at home as we do. It's why so many of our associates come for a job, but stay for a career.

OUR PEOPLE ARE OUR MOST IMPORTANT ASSET

  • Marriott's managers and leaders take a personal interest in each associate
  • Marriott offers resources and support so associates have what they need to develop to their full potential
  • Marriott is committed to hiring a diverse workforce and sustaining an inclusive culture

A "FAMILY-LIKE" WORKPLACE ATMOSPHERE

  • A work environment that is a "home away from home" for many associates, where co-workers are also friends
  • Service is what sets Marriott apart with our guests, so Marriott associates are empowered to go the extra mile, do the job right, and deliver exceptional guest experiences
  • Working for Marriott gives associates a sense of pride and dignity, where they are empowered to deliver their personal best, every day, for every guest and each other

What Sets Us Apart?

We believe our strength is rooted in our five core values:

  • Putting people first
  • Pursuing excellence
  • Embracing change
  • Acting with integrity, and
  • Serving our world

These values are our legacy and our future. As we pursue our vision of making Marriott the #1 travel company in the world, we never lose sight of our founding principles and our proud heritage. We are constantly innovating and evolving, but we'll always stay true to who we are, because we believe the way we do business is as important as the business we do.