DirecciónJob Number 24063027
Job Category Sales & Marketing
Location Mexico Regional Office, Ejercito Nacional No. 350 Suite 4C, Mexico City, MÉX, Mexico
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
The Public Relations (PR) Crisis Communications Manager is responsible for providing hotels crisis communications support during events or situations that pose a threat to a hotel’s reputation. Under the direction of the PR Crisis Communications Senior Manager, they will advise and assist General Managers and property teams with all crisis communications as it pertains to the media and external/internal guests during any hotel emergency or safety situation. As an integral Center of Excellence (COE) within the Brand, Marketing and Digital (BMD) discipline, Crisis Communications PR is a strategic function, encompassing the actions we take to influence our external guests, internal guests, owners, company and community at-large. Reputation management, proactive publicity measures, and civic involvement are all means to accomplish the goal of protecting our hotels, brands and business perception of the public at-large. Crisis Communications activities and budget must be integrated into the hotel’s overall reputation management strategy and plan. All actions taken should strive to positively impact the hotel’s reputation.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
OR
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• College (University) degree in Liberal Arts, Communications, Marketing, or a related field is preferred; post-graduate work in a demonstrably connected field is a plus.
• 5+ years’ communications-related experience in a corporate/brand/hotel environment.
• Strong written and verbal communication skills.
• Strong analytical skills.
• Familiarity of popular consumer and industry relevant social media.
• Familiarity with and ease of operating on the Internet.
• Strong interpersonal and relationship skills.
• High degree of integrity and confidentiality.
• Sound judgment and discretion.
• Strong organizational and planning skills.
• Ability to work well under pressure.
• On-camera experience in responding to a crisis, whether it is reading a statement or responding to one-on-one interviews is preferred.
• Agility to effectively manage multiple tasks simultaneously and adjust priorities.
• Able to work independently as well as part of a team.
• Proficiency in Microsoft Word, Outlook, PowerPoint, Excel, and basic graphic design computer software.
CORE WORK ACTIVITIES
Reputation Management and Crisis Communications
Provide general assistance related to supporting the reputation of all Marriott International hotels across the Americas. Tasks include:
• Exhibits exceptional communication skills throughout all functions of the job (i.e., guests, department managers, and fellow employees).
• Researches potential reputation management issues at hotels across the Americas to assess risk and possible action steps.
• Monitors and researches issues currently impacting the industry, travel around the Americas or in locations in which Marriott International hotels are located across the USA and Canada to assess exposure.
• Assumes primary communications role for crisis/incidents/events (e.g., foodborne illness, bed bugs, evacuations, labor issues, etc.) that take place in hotels across the Americas when the Senior Manager, Crisis Communications is unavailable.
• Drafts responses to media inquiries about incidents occurring in supported hotels and circulates for approval if necessary to Corporate Communications and Office of General Counsel.
• Provides timely, accurate and approved responses when queried; stay abreast of crisis news; launch proactive communications plan internally and externally.
• Maintains professional relationships with media points of contact and gain cooperation and respect to earn a reputation as a source of reliable and trusted information.
• Monitors reputational issues related to data security matters that involve supported hotels.
• Tracks media coverage of current crisis/issues and develop summary reports.
• Maintains issues report and catalogue of relevant documents.
• Pulls-through Corporate Communications messaging across hotels of the Americas as necessary.
• Maintains an active file of General Managers and other senior leaders that have had crisis and media training by a recognized vendor, completed Marriott crisis training, or are identified as spokespeople.
• Advises leadership by tracking public attitudes and making General Managers and executive teams aware of the possible consequences of prospective decisions.
• In the event of a severe/urgent situation, is available 24 hours a day, seven days a week.
• Responds to ad-hoc requests.
• Occasional travel may be required.
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.
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.
