Senior Manager, Quality Assurance

JOB SUMMARY

The Senior Manager, Performance Improvement & Development (SMPID), Residential Operations leads and facilitates three key components for quality assurance, learning delivery and pre-opening support. This position is responsible for driving performance improvement, meeting well defined goals, and sustaining results for all Marriott International Residential brands within the continent.    Additionally, this position is responsible for ensuring effective training is in place to enable the achievement of desired business results.

The SMPID facilitates the delivery of all training programs either in person or in a virtual setting and measures the effectiveness of training to ensure a return on investment. The SMPID leads and facilitates all pre-opening activities including supporting the continent leader and pre-opening property leader and orchestrating and leading the property opening countdown process.   The SMPID partners with Residences Senior Director, Performance Improvement & Development (SDPID), the

Area Directors of Residences, Area Residences General Managers, Regional Directors of Residences, Vice Presidents of Residences, and the property Leadership teams to establish key metrics to evaluate sustainable results.

QUALITIES

FOUR PILLARS OF OPERATIONAL EXCELLENCE

Develops strategies, structure and executes activities to drive and continually improve performance in all Four Pillars of Operational Excellence using our Balanced Scorecard tool.

• Pillar One: Owner and Employee Engagement
• Pillar Two: Association Governance
• Pillar Three: Financial Excellence
• Pillar Four: Property Management

LEADERSHIP

• Lives the Marriott philosophy and emphasizes the importance of company values on a daily basis.  Models the culture for each brand in all interactions with employees.
• Provides leadership of the quality tools, change management, and project management tools to all members of the quality improvement teams and property's senior leadership.
• Identify improvements, anticipate challenges, and create a quality improvement strategy that delivers a competitive advantage.
• Protect and strengthen Marriott's competitive advantage by advocating and supporting sound business decision-making.

BUILDING RELATIONSHIPS

• Build effective working relationships with each property's senior leadership team, operational leaders, and other key leaders within the company.
• Collaborate with hotel Quality and Learning Teams to ensure Residential knowledge and quality is delivered at the highest level at co-located properties.
• Work with DPID and corporate to facilitate information exchange and new processes and procedures.
• Sell ideas persuasively and influence without direct authority.  Negotiate skillfully in tough situations, settle differences, and win concessions without damaging relationships.

MANAGING EXECUTION

• Accomplish desired results by setting priorities, effectively managing through people and processes utilizing reliable tools, and leveraging resources and other parts of the organization.
• Hold high performance expectations, willingly own results, and hold others accountable.  Assign clear accountability and provide both the authority and resources to ensure that individuals deliver desired contributions and results.  Monitor implementation to assure success and accountability for results.
• Administer and deliver core training initiatives in compliance with corporate training and development standards.
• Ensure quality and learning brand standards are adhered to.
• Ensure best practices are captured and shared within the portfolio and up to corporate.
• Support all pre-opening activities and corporate leadership including planning and conducting a property countdown.

GENERATING TALENT AND ORGANIZATIONAL CAPABILITY

• Ensure that all quality improvement team members knowledge and skills are enhanced through increased knowledge of the quality sciences (i.e. data analysis, decision making, change management).
• Identify employees with an interest in global residential operations both internal and external to the company.

LEARNING & APPLYING TECHNICAL EXPERTISE

• Promote an environment to rapidly assimilate new information. Improve business performance and create a culture of candor to drive excellence.
• Actively pursue learning and self-development to enhance personal, professional and unit growth.
• Keep abreast of newest trends and innovations in the industry & quality and learning fields.
• Seek and welcome feedback.  Take action to enhance performance based on experiences and coaching

RESPONSIBILITIES

• Responsible for implementing property scorecards to measure.
• Responsible for initiating problem-solving communication with property senior leadership team when necessary, in order to ensure continent success.
• Responsible for sharing best practices within continent.
• Responsible for training and development of new property Leaders on Residential specific training including quality tools.
• Responsible for learning execution including in person and virtual training.
• Responsible for providing support prior to an opening and leading countdown process for residential openings.
• Responsible for distribution of digital Personalized Service Flashcards.
• Responsible for developing and maintaining all scorecards/dashboards.
• Responsible for auditing and maximizing usage of all systems.
• Responsible for Owner Engagement Survey sample, daily participation reporting, bi-annual impact plan audit.
• Responsible for driving engagement on the residential blog.
• Responsible for coordination and facilitation of annual SWOT analysis.
• Responsible for coordination and data submission for annual Breakthrough Leadership reset process.
• Responsible for measurement and communication of Residence Owner spending at co-located hotels and local revenue.
• Responsible for tracking and communicating renovation compliance and post renovation analysis.
• Responsible for oversight of the Owner Engagement Survey Red Zone Strategy.
• Responsible for above property Residences assimilation for specified continent.
• Responsible for environmental program participation and tracking including MESH, ENGIE, Transcendent, Water Safety Program and Water Intrusion.
• Oversight of the annual condo hotel rotation audit with third party auditor.
• Responsible for facilitating Global Audit Process within Continent.

Candidate Profile

REQUIRED SKILLS

• Advanced in MS PPT including dynamic elements, such as videos, visually represented data, and interactive modules
• Advanced in MS Excel including PivotTables, VLOOKUP, INDEX/MATCH and Data Tables
• Skills in facilitating improvement strategies, managing quality improvement teams and complex projects
• Ability to communicate and train all levels of the organization
• Aptitude to analyze data and prepare reports of findings
• Practical application of statistical methods and tools
• Advanced knowledge of MS Teams platform
• Ability to develop and deliver virtual and in-person presentations and training classes
• Advanced knowledge of systems including GXP, BuildingLink, Digital Learning Zone, MHUB, MESH, TrueView, Land-It, Just Report

It, Gallup Online, Transcendent, Marriott Asset Library, 4DX, Tableau

• Travel 30% to 50%
• Flexible schedule

PREFERRED EXPERIENCE

• Quality improvement team facilitation
• Group training experience
• Multi-branded luxury operations
• Luxury residential operations

EDUCATION

• Bachelor's Degree Required
• Community Association Management License (Preferred)
• Board Certified ASQ, Quality Engineer/Manager (Preferred)

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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.