Manager - Guest Experience & Rooms Operations, Greater China
2 weeks ago
The purpose of this role is to ensure that GC Rooms discipline continues to:
Provide outstanding pre-opening and operational support to drive efficiency combined with quality execution. Conduct and/or facilitate robust discipline training programs. Support the creation of compelling guest experiences that are relevant to each brand.The incumbent will have the passion and commitment to:
Drive operational efficiency and excellence of the hotels. Be responsible for the development of operational processes and procedures to ease execution efforts on property-level for various projects. Participate and collaborate proactively with other disciplines in cross-functional projects and ensure new concepts and the related development work involves a thinking lens for the operational front. Sustain and refresh existing platforms, programs and initiatives, and support the work to launch new products and services. Refine existing features to continually improve adoption of unique guest experiences and the overall stay.Candidate Profile
Education and Experience
5+ years of Rooms discipline and hotel experience in one of the following areas: Housekeeping & Laundry operations Front of House operations Additionally, the incumbent should also possess strong knowledge and ability to understand, apply and work within Marriott International systems (such as PMS, MARSHA, Marriott Bonvoy, guestVoice, GXP, Mobility) and Marriott brand standards. College degree and/ or relevant experience generally required.Core Work Activities
CLS Expected Contribution
Serving as the content leader on sustaining new and existing projects, initiatives, products, and service standards. Developing GC relevant operational guidelines, policy & procedures. Creating documentation packages for projects and makes recommendations for development or improvement of existing processes. Conduct and facilitate training workshops.Specific Expected Contribution
Product and Services Support Sustain and refresh existing products and services. Respond to field questions around new and existing programs, platforms, and initiatives. Update Marriott Global Source (MGS) with new or refreshed content. Create alignment and document new product and service standards. Provide technical and tactical operational design on existing projects. Create Job Aids to support new, refreshed or existing programs or initiatives. Collaborate closely across design and disciplines teams. Use systematic processes to solve Operational or project design challenges. Be a thoughtful voice for the guest experience; constantly think about new and improved features that will create value for key stakeholders. Give and take constructive feedback to improve work processes. Vendor relationships Sourcing and supply Chain Management for Rooms 5SU and workshops. Trend sourcing. Contract support and input. Support to Annual processes Provide content, feedback and updates as needed for Brand Standards Audit (BSA). Update and refresh existing programs and documents. Participation or lead the design efforts for small-scale Rooms discipline projects or initiatives. Establish project objectives and milestones. Work closely with Global and Continent Operations and other disciplines to update, refresh, design, develop and deliver scalable solutions. Translate requirements into compelling customer-driven and profitable product or service solutions. Consistently hit project commitments, dates and deliverables. Understand and navigate technical constraints and opportunities. Create supporting tools and resources.Leadership Competencies
Create Belongings - Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion. Is aware of how own behaviors impact others. Respects others and welcomes their differences in the perspectives, backgrounds, and experiences. Actively listens, anticipates, and delivers on the needs of customers and associates. Fosters loyalty by building rapport and communicating effectively with partners/customers. Develop Others - Develop diverse, inclusive, and high-performing talent and teams. Shows an understanding of performance expectations and works with manager to set and prioritize developmental goals. Builds relationships to attract top talent and participates in the hiring and on-boarding process for new associates. Models company culture of service, opportunity, respect, fair treatment, and inclusion. Lead Change - Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs. Demonstrates agile thinking and courage; adapts to changing or stressful situations by staying calm and focused, remaining optimistic, asking clarifying questions, and using available resources. Communicates effectively by expressing ideas concisely, actively listens and responds to others with understanding, and appropriately interprets verbal and non-verbal behavior. Displays professionalism and gains respect from others. Makes effective and timely decisions by collaborating with others, asking questions to gather information, and identifying and considering alternatives and possible impact. Learn & Excel - Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities. Sets career goals and identifies areas for development; takes steps to achieve goals using available resources, seeking challenging assignments, sharing learnings and best practices with others, and completing assigned training on time. Identifies innovative ways to improve productivity as well as associate and external partner/customer satisfaction. Demonstrates technical excellence by maintaining up-to-date knowledge of job-relevant technologies, performing technical and complex tasks to solve problems, and by communicating the benefits of specific techniques in area of expertise. Continually strives to learn and build expertise in new areas, and identify ways in which to apply skills, knowledge, and insights across situations and tasks. Deliver Results - Set ambitious goals, create alignment, and drive execution. Learns from mistakes and takes responsibility for being innovative and delivering work that exceeds requirements. Contributes to setting shared goals for the team or department and works effectively with team members to meet shared goals. Stays organized and manages workload by requesting and using available resources, prioritizing activities, and making adjustments when appropriate, and anticipating and discussing possible challenges to completing assigned work with manager. Accepts feedback and coaching, and incorporates changes into work and behaviors.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.
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