Analyst (Rooms)

JOB SUMMARY

The Analyst (Rooms) is a member of the Marriott Indonesia/Malaysia Operations team. This position provides above property operational support and specialized knowledge & skills in all the Rooms Operations Disciplines. The position supports the Senior Director of Operations. The primary role is to monitor and benchmark performance, share best practices, analyze data, create reports which enable to set up sound action plans to improve performances all-around in front and heart of the house. 

CANDIDATE PROFILE - KEY TALENTS AND DESIRED EXPERIENCE 

REQUIRED:

• Manager or Department Head as well as oversees and Pre-Opening experience preferred. 
• Proven track record of implementing rooms and guest experience initiatives and programs with sustained performance. 
• High level of specialized knowledge and skills in Front Office/Club, Guest Services, AYS, Housekeeping, Laundry Operations and Spa. 
• Must have strong understanding of Marriott Bonvoy Loyalty program, GXP usage and Quality as well as BSA matters for all brands.
• Able to create sound SOPs and new operating standards
• Advanced knowledge of using Microsoft Office applications to create presentations, excel data sheets, check lists and others.
• Ability to provide problem-solving and leverage resources to optimize department capabilities. 
• Ability to manage a balance between creative innovation and operational feasibility.
• Must be a quick learner, self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader Area team.
• Able prioritizing and managing multiple projects and stakeholders simultaneously.
• Possess strong oral and written communication skills, excellent interpersonal skills; able to collaborate effectively with Executive Committee Members, and Key Stakeholders Ability to positively influences without direct authority.
• Possess confidence and ability to present to large and executive level audience.
• Working experiences in various hotels, understanding the nuances of different brands and hotel tiers. 
• Demonstrates strong analytical capabilities.

Education and Professional Certification: 

• Degree in Hospitality or Hotel Restaurant Management required or an equivalent combination of education and experience from which comparable skills and knowledge can be acquired. 

• Minimum of 5+ years of progressive work experience in Rooms Division’s disciplines. 

   

EXPECTED CONTRIBUTIONS AND KEY RESPONSIBLITIES 

1. Act as the Rooms subject matter expert to the hotel stakeholders and provides technical and business expertise to assist properties in achieving optimum performance in the balanced scorecard goals, including revenue generation. 
2. Accountable for driving consistent execution of room’s initiatives, troubleshooting issues, and providing a feedback loop to the Rooms and Guest Services Sustainability and Development teams to ensure continuous improvements.
3. Acts as the Indonesia subject matter expert regarding delivery of superior guest experiences in Rooms Operations. Fully versed on the Rooms Operations and Brand Standards, Rooms / Guest Services Programs, and Marriott International’s Quality Assurance process and program. 
4. Monitor revenue reports, evaluate performance, and focus to drive top line for Spa and Rooms Upselling. 
5. Is the leading champion and subject matter expert around Guest Voice. Monitors scores daily, extracts reports and analysis to unveil issues and problems and actively engages with hotels to coach them to improve Guest Experience and ultimately drive GSS scores. 
6. Conducts property visits regularly to engage with the room’s teams, join Quality and Guest Voice meetings and helps to develops actions plans. 
7. Regularly extracts performance reports and rankers for all hotels to highlight issues, shares results and keeps track on improvements. 
8. Attends continent webinars and trainings and ensures to teach back and follow up with all hotels. 
9. Leads or actively supports the development of new processes that drive excellence in rooms operations and the guest experience. 
10. Work closely with ADOPS and Area Team to implement sustainably initiatives for all hotels. 
11. Supports discipline visits and countdown training for new openings and hotel conversions.
12. Is part of the APEC Rooms and Guest Experience Advisory Board for market alignment on current initiatives, feedback for continuous improvement and to find opportunities to drive innovation relevant for the discipline.
13. Develops and leads the execution of discipline-specific training classes for Rooms and Guest Experience.
14. Business travel will be required as needed.

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.