Senior Manager, Luxury Operations Design & Development

 JOB SUMMARY

The Senior Manager, Luxury Operations, will be responsible for understanding the Luxury Group strategy, individual brand strategies, voice of the customer insights and evolving guests’ needs, desires and industry trends as it relates to brand operations and guest experience design and development.   Using these insights, they will develop and/ or document standards, products, tools, and resources across the luxury brands to create lasting value for the guest, owner, associates and the company. In partnership with the Global Operations and CLS teams, they will highlight best practices across and for the Luxury Group. The Senior Manager will champion cross-brand connectivity by leading and working through key stakeholders, and subject matter experts to identify and align on priority initiatives. This individual will lead the development of, or partner on a variety of brand initiatives, business as usual and sustainment projects in support of Marriott’s Luxury Group’s.

CANDIDATE PROFILE

Education and Experience

Required:
•   4-year bachelor's degree from an accredited university in Business Administration, Hospitality, or related major and 4 years of relevant work experience in the hospitality industry; OR 6-years of relevant work experience in the luxury hospitality industry.
•   Experience in planning, executing, and delivering projects on time and on budget
•   Willingness to travel domestically and internationally up to 20% of the time

Preferred:
•   Strong ability to manage multiple programs, projects and responsibilities through a complex and relationship-based organization
•   Strong knowledge of the competitive landscape and ability to remain current with industry trends and connected discipline-related forums
•   Strong knowledge of adult learning themes and modern learning execution tools
•   Complete and current knowledge of Forbes Travel Guide Five-Star standards 
•   Proven experience introducing and implementing cutting edge ideas; conception through final delivery
•   Ability to organize and deliver presentations to senior internal and external stakeholders (leaders, customers, associates, partners)
•   Ability to articulate new concepts clearly and in a compelling way
•   Strong communication, influencing and problem resolution skills
•   Proven ability to effectively prioritize and execute tasks in a high-pressure environment within budgets and timelines
•   Self-directed toward excellent work outcomes
•   Exceptional communicator, both written and verbal

CORE WORK ACTIVITIES

Senior Manager, Luxury Operations

•   Drive execution of Luxury-focused initiatives for product and standards development and deployment
•   Analyzes and evaluates quality process data and voice of customer insights along with continental nuance to frame and execute compelling projects and deliverables.
•   Develops solutions benchmarking from other luxury competitors and relevant adjacent industries, piloting and running proof of concept tests to provide actionable insights and pathways for scalable implementation.

Managing Responsibilities with Stakeholders

•   Partners closely with brand leaders, luxury operations and guest experience leaders, and other corporate stakeholders, to ensure alignment with corporate priorities, efforts, and standards. 
•   Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
•   Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.

MANAGEMENT COMPETENCIES

Building Relationships

Customer Relationships
•   Shows an understanding of the needs of different customer/stakeholder segments and develops appropriate service strategies.
•   Creates a service-oriented environment and empowers others to build strong customer/stakeholder relationships
•   Monitors customer/stakeholder feedback and metrics to improve service delivery.
•   Uses appropriate risk management resources when serious customer/stakeholder situations occur.


Global Mindset
•   Creates and promotes an environment where everyone is valued and included.
•   Champions the Company culture of service, opportunity, respect, and fair treatment.
•   Ensures processes are in place to address concerns related to equity and fair treatment.
•   Brings together people with diverse backgrounds to drive innovation and engagemen