Market Mgr-Quality - Puerto Vallarta

JOB SUMMARY

The Market Quality Manager partners with the property operations leaders within their portfolio of assigned hotels, to develop and deploy performance enhancing strategies focused on the customer-experience process, in support of Marriott’s vision “to be the World’s Favorite Travel Company”. In addition, this position partners with the Vice President of Operations, Area Directors of Operations, Sr. Director Quality & Continuous Improvement CALA, Brands, Product Integrity, and other disciplines, to operationalize and monitor the overarching Quality strategy as well as performance enhancing programs for each hotel in their portfolio, which improves GSS metrics and overall performance. The position is also responsible for leading the hotel’s Quality Committee as well as responsibilities towards the Quality Assurance program and related activities (BSA, GFSA, Practice Audits, etc). Moreover, this individual partners with various stakeholders to foster and instill a mindset of Continuous Improvement Process, Operational Excellence, Innovation and Compliance. The Quality manager identifies high-value projects to increase revenue and profitability, increase ITR and Elite appreciation based on all guestVoice key metrics.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Quality (40%)

• Establish and maintain processes that drive guest-centric and customer experience accountability across the Hotel.
• Create a culture of performance excellence through the design, delivery, and implementation of 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 (40%)

• Facilitate the execution of recurrent, key, on-property, GSS / Quality Improvement projects focused on each hotel’s most salient opportunities and / or highest defect generator processes
• Provide Continuous Improvement Process guidance to property leaders, deploying tools, methods and methodologies related to change management, Six Sigma, Lean or any related quality systems
• Provide consultative performance support to property leadership.
• 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 the hotel.

Project Management (20%)

• Implement and monitor project scorecards to measure success.
• Conduct follow up and sustainment sessions with property leaders, project team members and project champions to ensure project success.
• Responsible for initiating problem-solving communication with property Leaders, when necessary, to ensure project progress and success is achieved.
• Facilitating effective turnover sessions to ensure sustainability of the method changes implemented, accountability and results.
• Responsible for identifying field high impact best practices for deployment in the hotel

REQUIRED SKILLS

• Experience establishing and managing quality / continuous process improvement teams in support of complex projects, and / or expertise working and leading matrix organizations with diverse teams
• Extensive knowledge of hotel operations including rooms, food & beverage, event management, etc.
• Experience successfully managing and/or deploying continuous process improvement, Lean, Six Sigma, TQM or other quality system on a dedicated or non-dedicated capacity.
• Demonstrated ability of effectively analyzing performance data, communicate findings and developing & implementing far reaching strategies in support of goals and, in general, a keen sense and passion for data analytics and statistical pattern interpretations
• Practical application of statistical methods, project management and quality improvement tools
• Excellent communications skills (verbal, listening, writing), with ability to communicate effectively across all levels.
• Mature, professional demeanor, capable of expressing confident, independent judgement.
• High level of business English required, Spanish or Portuguese preferred.

MANAGEMENT COMPETENCIES

Leadership

Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding

Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

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

Managing Execution

Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

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 for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships

Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

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 team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management - Provides guidance 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 team, 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

Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

Basic Competencies - Fundamental competencies required for accomplishing basic work activities

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.