FLEX Manager, Operational Excellence MSB MxM

This is a temporary position.  

JOB SUMMARY: 

 

The FLEX Manager, Operational Excellence, Marriott Select Brands (MSB) MxM US is a key member of the US+CAN Continent Lodging Services team and will report to the Senior Director of Operations MSB MxM US. This position is focused on driving Guest Satisfaction Survey (GSS) through in market training classes with all levels of management and hourly positions.  This position provides operational leadership and specialized knowledge & skills in rooms, front desk, F&B and guest satisfaction. The FLEX Manager functions as a business partner and supports the Senior Director of Operations, MxM Area Vice Presidents, MSB Area Directors, General Managers, and Operations Managers.  Primary focus is to support the rooms and F&B disciplines by implementing & sustaining training that will optimize the guest experience and drive operational excellence within MSB MxM.

CANDIDATE PROFILE

 

Education and Experience

 

Required

·      4-year Bachelor’s degree in Hospitality, Hotel Restaurant Management, business or other related field OR an equivalent combination of education and experience from which comparable skills and knowledge can be acquired.

·      3+ years of progressively responsible work experience in Service/Hotels leading operational disciplines.

·      Possess excellent project management skills and ability to independently manage multiple projects and competing priorities.

·      Track record of putting in place strong systems and processes to effectively implement and execute multiple programs.

·      Must have strong knowledge in areas related to all rooms operations, SOPs and P&L budgeting.

·      Possess strong oral and written communication skills and excellent interpersonal skills across various levels of stakeholders

·      Ability to travel up to 60% of the time.

 

Preferred Experience:

·      Experience working in MSB

·      Experience developing and implementing new training

·      Delivers results under difficult conditions.

·      Ability to operate in a matrix organization.

·      Ability to positively influences without direct authority.

·      Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.

·      Proven track record of implementing operational programs with sustained performance.

·      Proven track record of leading operations with positive performance in balanced scorecard results.

·      Must be a self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader MI team.

·      Proven success prioritizing and managing multiple projects and stakeholders simultaneously.

 

CORE WORK ACTIVITIES

·      Provide consultation & support to operations functions for MSB in the continent promoting organizational alignment to the brand, discipline, and business priorities.

·      Assist with the implementation and sustainability of all MSB Hotel’s key components, procedures, and standards to drive brand performance.

·      Identify gaps and opportunities making recommendations for improvement in MSB unit performance.

·      Accountable for aligning operations associates on the vision and mission of providing superior guest experiences in alignment with brand differentiators.

·      Be a subject matter expert to other corporate functional departments relating to all MSB operations as needed.

·      Skillfully manage relationships in tough situations, while winning concessions and settling differences.

·      Promote and sell ideas persuasively to market stakeholders for stimulating business opportunities, improving service, and increasing profitability.

·      Leverage vendor relationships for opportunities to improve product quality, service delivery, and enhanced training platforms.

·      Provide proactive feedback, guidance, and direction, communicate next steps, and assist with training process.

·      Design and deliver training programs in the areas of rooms, front desk, F&B, and renovations.

·      Complete all logistical requirements to complete in-market training classes to include working with host hotel, promoting classes, managing class rosters, and billing. 

·      Maintain relevant knowledge of MSB updates and changes to operational procedures and activities.

·      Leverage knowledge and experience in MSB to identify and implement improvements in MSB processes.

·      Provide reactive support which includes responding to questions and issues via email, alerts, and/or phone calls.

·      Performs other duties as assigned