Detalle de la Oferta

Descripción de la Oferta

JOB SUMMARY

The Regional Market Quality Manager - Select Brands, partners with property leaders within the portfolio of assigned hotels, to develop and deploy performance enhancing strategies focused on the customer-experience process, overlooking the GSS and BSA global programs with and on behalf of these properties, in support of Marriott's vision "to be the World's Favorite Travel Company". This position is responsible of the Select Service managed hotels portfolio of properties across specific Regions in the Caribbean and Latin American Continent; it partners with the Vice President of Guest Services, Area Directors of Operations MSB, Sr. Director Quality & Continuous Improvement CALA, Brands, Product Integrity, and other disciplines, to deploy, implement, operationalize and monitor the overarching Quality strategy as well as performance enhancing programs for each hotel in their portfolio, with the goal of improving GSS metrics and overall performance. The position is also responsible of providing guidance and monitoring each hotel's Quality Committee's performance, as well as responsibilities towards the Quality Assurance program and related activities (BSA, GFSA, Practice Audits, etc), increase ITR and Elite appreciation based on guestVoice Key Drivers analysis and actively participate in CALA Quality Advisory Boards. Moreover, this individual partners with various stakeholders to foster and instill a mindset of Continuous Improvement Process, Operational Excellence, Innovation and Compliance. Occasionally, the Regional Market Quality Manager - Select Brands might identify high-value projects to increase revenue and profitability for a subset of properties.

CORE WORK ACTIVITIES

Quality (60%)

- Establish and maintain processes that drive guest-centric and customer experience accountability across hotels.
- Deploy and implement the defined CALA Quality Strategy across the portfolio of properties.
- Analyze large customer feedback and related datasets to discover, find patterns and share insights that assist properties to improve products and services, leveraging company platforms including but not limited to guestVoice, GXP, etc.
- Create a culture of performance excellence through the implementation of CALA Quality Tools.
- Partner with guestVoice, and Consumer Insight teams to present key insights that will help inform hotel strategies.
- Establish and implement Quality/guestVoice Reporting and Insight processes for various stakeholder groups.
- Establish and maintain a network of in-market / on-property Quality certified Operations Leaders.
- Establish channels of communication by which Certified Quality Leaders share best practices for deployment across the Area.
- Act as a central point of contact for Quality Assurance between property and Area.

Continuous Improvement (20%)

- Provide Continuous Improvement Process guidance to property leaders, deploying tools, methods and methodologies related to change management, Six Sigma, Lean or related Quality systems.
- Provide consultative performance support to property leadership.
- Occasionally facilitate the execution of on-property, GSS / Quality / Continuous Improvement Process projects with a market focus, centered on each hotel's most salient opportunities and / or highest defect generator processes
- Assist in High Impact / Red Zone visits to target properties, if needed.
- Establish and maintain performance scorecards to measure property specific focus areas.
- Translate key insights into a compelling story that can be shared within groups of hotels.

Project Management (20%)

- Assist Sr. Director of Quality & Continuous Improvement CALA on targeted, functional, tactical, discipline-related, actionable tasks and PMO support, on an ad-hoc basis with Region-wide approach and broad, holistic scope
- Occasionally coordinate or assist with implementation and monitoring of targeted projects, in support of Market Segment leader