Manager, Digital Guest Experiences & GXP Operations, Greater China (one year contractor)

JOB SUMMARY

This position will be an integral component of the extended Global Guest Relations Platform operations team, Digital Guest Experiences, as well as a member of Greater China Rooms Operations Team. This role will be responsible for supporting and managing the execution of the overall strategy for Digital Guest Experiences work and EMPOWER: GXP, while managing alignment of continent, discipline and brand-specific priorities. Specifically, this position will assume some parts of being a conduit into the continent for the Global teams, while also supporting the execution of these priorities in-market to strongly enhance the guest experience, create Guest Loyalty and drive Intent to Recommend. 

The core accountabilities fall into two main categories, namely: 

1)     Drive an implementation of new products and services related to Digital Guest Experiences and EMPOWER: GXP.

Assess and analyze data analytics to provide enhanced approach development of world-class hotel environment product and services.

2)     Drive a continued execution of service excellence in Digital Guest Experiences and GXP frameworks, with target training platforms and value-create priorities with both property leadership and above property teams. 

3)     Support hotels to optimize platform usage and deliver members’ experience through the development of training and certification tools.

CANDIDATE PROFILE

Education and Experience

·       University Degree required, with major in hotel operations and/or hotel technology / design strategy.

·       Minimum 5-years’ experience in a department head position on property in a Rooms leadership role.

·       Leadership experience in two of the following hospitality areas: Front Office, AYS, Housekeeping, Guest Relations,

Engineering, Quality, Training or Sales.

·      Experience working on projects for mobile guest services or technology-related platforms that relates to operations or guest experiences.

·       Strong working knowledge of all hotel disciplines to include Front Desk, Executive Lounge, Butler, AYS, Housekeeping,

Reservations and Engineering.

·       Strong analytical skills to ground decision-making and problem-solving.

·       Strong leadership, listening and relationship-building skills.

·       Highly effective oral and written communication skills.

·       Proven presentation and facilitation skills.

·       Ability to work with multiple stakeholders across multiple brands.

·       Strong ability to manage multiple projects and responsibilities through a complex and relationship-based organization with ease.

·       Strong attention to detail - excellent editing and proof-reading skills.

·       Creative and innovative problem-solving skills - ability to leverage resources.

·       Solid ability to manage multiple stakeholders.

·       Possess robust project management skills; project management certification a plus.

·       Possess strong oral and written communication skills in Mandarin Chinese and English; excellent interpersonal and leadership skills; able to collaborate effectively with others in a cross-functional team.

CORE WORK ACTIVITIES 

A.     Joint development of world-class products and services with Global Operations to include continent

specifications and requirements 

Build Capability

·     Facilitate the design and development of products and services within various hotel environments in partnership with the Global Operations -Empower: GXP team.

·     Serve as a subject matter expert for the Operations disciplines, the development team and other stakeholders as it relates to the on-property products and services.

·     Leverage available resources within a cross-functional team to maximize efficiencies and speed to market for all operations-technology products and services. 

·     Collaborate with Global Operations on development and enhancement of Empower: GXP capabilities, associate facing mobility, and other priorities to support Digital Guest Experiences and Empower: GXP roadmap. 

Manage Relationships

·     Serve as subject matter expert for stakeholders seeking design-specific product or service support relating to Digital Guest Experiences & Empower: GXP and general Guest Experience & Operations as it relates to platforms. 

·     Create content and provide insight including cross-discipline reporting, working with properties to collect best practices and drive accountability/execution/compliance.

·      Align efforts and supports cross-functional partners in Continent Operations, eCommerce, IT, Brand Management, Finance, Owner & Franchise Services, PMO as required for the work streams.

·      Manage timely and effective deployment of new/existing products and services.

·      Develop contents and presentations aligned to the Global Operations - Digital Guest Experiences and Empower: GXP teams while ensuring the needs of the Continent is being met.

·       Evaluate above property and property input during the design and development of products and services and provide assessment and recommendations to incorporate into the development and design of product/service enhancements via Global Operations - Digital Guest Experiences and Empower: GXP teams. 

Deployment Support and Property Engagement

·      Identify properties for proof of concepts and/or pilots, conducting stakeholder interviews to drive operational improvement, and supporting escalations during deployment. Provide compelling reasons and recommendations for change of course.

·       Develop action plans based on trends identified from analyzing multiple operational systems. (i.e. guestVoice, Execution Scorecards, success metrics, etc.)

·       Collaborates on stakeholder presentations to above property leadership during deployment of new products and services. 

Design & Development Strategy

·       Deliver innovative, profitable and cost-effective design solutions (mobile property guest services, Guest Relations Platform functionality, associate-facing solutions, tools and training) that will be applicable for the continent.

B.     Portfolio of Work

Guest Relations Platform Strategy

·       Identify performance gaps at the property level and strategically develop and implement appropriate programs and processes to improve performance.

·       Drive the establishment of Empower: GXP platform metrics, develop and communicate monthly scorecards.

·       Analyze data and reports to determine improvement areas and develop action plans for improvement.

Digital Guest Experiences Strategy

·       Solicit stakeholder feedback to support back-log prioritization.

·       Drive accountability with non-performing hotels, identifying knowledge and resources gaps and partner with discipline to make training and resource adjustments if needed.

·       Escalate performance issues to the appropriate continent stakeholders if required.

·       Develop specific performance gap training to improve program execution.

Managing Execution through Others

·       Drive successful communication and collaboration cross-disciplines, GO and Continents.

·       Refine tracking mechanisms and processes used for measuring progress and success against pull through priorities, including escalation of non-performing hotels.

·       Provide a strong training platform to communicate the related work within continent.

Others

·       Approximately 5%-10% travel required.

·       Perform other duties as assigned by Supervisor and/or Head of reporting Business/Division.

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.