Director, Performance Accountability

 
JOB SUMMARY   

 

The Director, Performance Accountability, is part of the Global Operations (GO) organization, where we work to enrich the experience of the stay – creating value for guests and owners while advancing authentic hospitality. The GO department is known for taking ideas into implementation across all brands, disciplines, and continents. This role collaborates with Performance Accountability team members to support Performance Accountability projects and initiatives centered on the development and implementation of tools, resources, and platforms that enable property and above-property leaders to drive guest experiences at hotels globally.  

 

This role supports the design, delivery, and sustainment of Intent to Recommend (ITR)-focused tools, resources, and training that help property and above-property leaders use QPower and guestVoice (Qualtrics and Medallia) to improve guest experiences and on-strategy performance. The position partners across Global Quality (GQ), Performance Accountability, Continent Operations, Owner & Franchise Services (OFS), platform vendors, and internal stakeholders to ensure that operators can efficiently interpret VOC signals and take action that positively influences Guest Satisfaction Survey (GSS) scores. 

 

This Director partners with:  

• Performance Accountability leaders  

• Property leaders, Continent leaders, OFS leaders, and leaders within and across Global Operations 

• VOC leaders 

 

The Director will oversee others’ work, as needed, to achieve business objectives. 

This role requires the ability to travel up to 10% of the time 

 

CANDIDATE PROFILE  

 

Education and Experience 

 

• 4-year bachelor's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or equivalent of 10+ years’ professional experience in Operations, Quality Improvement, Consulting, or related professional area. 

 

Required Skills and Experiences

 

• 10+ years of management experience within hotel operations. 

• Experience with Marriott’s guestVoice platform 

• Superior communication, presentation, and facilitation skills across written, verbal, in-person, and virtual settings, including confidence presenting to large and executive-level audiences and facilitating strategic and tactical discussions with property and above-property leaders. 

• Proven ability to assess stakeholder needs related to tools and approaches on driving hotel GSS performance, develop creative solutions, and influence decisions and appropriate courses of action, including developing and implementing scalable communication and training strategies that meet needs within budget. 

• Ability to translate training needs into clear, operator-friendly deliverables (webinars, job aids, tool kits, best practices, executive presentations) using PowerPoint, Word, and Excel. 

• Solid project management skills, interpersonal, leadership, analytics, and problem-solving skills. Strong attention to detail, including excellent editing and proof-reading skills and ability to write executive-level reports 

 

Preferred  

• On property experience with responsibility for GSS scores, preferably as Director of Rooms/Operations, or GM experience in Select brands.  

• Experience working within cross-functional, or matrixed teams at a HQ position. 

• Some operational experience within full-service hotels 

• Experience with franchised properties 

• Experience managing others. 

 

 

CORE WORK ACTIVITIES  

 

Design and deploy quality improvement tools, training, and resources that enable global property and above‑property leaders to use Performance Accountability platforms effectively to improve the guest experience. 

 

Examples of Performance Accountability tools and resources are: QPower platform, MI Health Check platform (TrueView), QPower Solutions Library (operations resources), and improvement-focused tools, job aids, methodology, and webinars focused on equipping operators to use QPower or guestVoice (Medalla or Qualtrics) to improve GSS scores. 

• Ensure tools, methodologies, and enablement resources remain relevant as VOC platforms evolve (e.g., new in‑stay survey launches, platform migrations such as Medallia to Qualtrics) and as operator use cases expand.