Job Description

Job Number 23104552
Job Category Rooms & Guest Services Operations
Location Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

The Senior Manager, Performance Improvement & Development \xe2\x80\x93 Learning Delivery (SMPIDLD), Global Residential Operations leads and facilitates learning delivery and the opening process for Marriott Internationals Residential Portfolio. This position is responsible for delivering effective training to enable achievement of the desired business unit. Success is measured by meeting well defined goals and sustaining results for all Marriott International Residential properties globally. The SMPIDLD facilitates the delivery of all training programs across multiple brands either in person or in a virtual setting and measures the effectiveness of training to ensure a return on investment. On property training is required for all standalone Residential business units, Club properties and properties that are not meeting desired business unit goals. The SMPIDLD leads and facilitates all pre-opening training activities including supporting the pre-opening property leader and working with the Continent Performance Improvement & Development leader to orchestrate and lead the property opening countdown process. The SMPIDLD partners with Residences Director, Performance Improvement and Development and Pre-Opening Support (DPIDPOS), the Director of Performance Improvement & Development, Global Residential Operations, the Area Directors of Residences, Area Residences General Managers, Regional Directors of Residences, Vice Presidents of Residences and the property Leadership teams to establish training programs that positively effect key metrics that creates sustainable results.

QUALITIES

FOUR PILLARS OF OPERATIONAL EXCELLENCE

Develops strategies, structure and executes activities to drive and continually improve performance in all Four Pillars of Operational Excellence using our Business Priority Matrix (BPM) tool.

• Pillar One: Owner and Employee Engagement
• Pillar Two: Association Governance
• Pillar Three: Financial Excellence
• Pillar Four: Property Management

LEADERSHIP

• Lives the Marriott philosophy and emphasizes the importance of company values on a daily basis. Models the culture for each brand in all interactions with employees.
• Provides leadership of the quality tools, change management, and project management tools to all members of the quality improvement teams and property\xe2\x80\x99s senior leadership.
• Identify improvements, anticipate challenges, and create a quality improvement strategy that delivers a competitive advantage.
• Protect and strengthen Marriott\xe2\x80\x99s competitive advantage by advocating and supporting sound business decision-making.

BUILDING RELATIONSHIPS

• Build effective working relationships with each property\xe2\x80\x99s senior leadership team, operational leaders, and other key leaders within the company.
• Collaborate with hotel Quality and Learning Teams to ensure Residential knowledge and quality is delivered at the highest level at co-located properties.
• Work with DPIDPOS and corporate to facilitate information exchange and new processes and procedures.
• Sell ideas persuasively and influence without direct authority. Negotiate skillfully in tough situations, settle differences, and win concessions without damaging relationships.

MANAGING EXECUTION

• Accomplish desired results by setting priorities, effectively managing through people and processes utilizing reliable tools, and leveraging resources and other parts of the organization.
• Hold high performance expectations, willingly own results, and hold others accountable. Assign clear accountability and provide both the authority and resources to ensure that individuals deliver desired contributions and results. Monitor implementation to assure success and accountability for results.
• Administer and deliver core training initiatives in compliance with corporate training and development standards.
• Ensure quality and learning brand standards are adhered to.
• Ensure best practices are captured and shared within the portfolio and up to corporate.
• Support all pre-opening activities and corporate leadership including planning and conducting a property countdown.

GENERATING TALENT AND ORGANIZATIONAL CAPABILITY

• Ensure that all quality improvement team members knowledge and skills are enhanced through increased knowledge of the quality sciences (i.e. data analysis, decision making, change management).
• Identify employees with an interest in global residential operations both internal and external to the company.

LEARNING & APPLYING TECHNICAL EXPERTISE

• Promote an environment to rapidly assimilate new information. Improve business performance and create a culture of candor to drive excellence.
• Actively pursue learning and self-development to enhance personal, professional and unit growth.
• Keep abreast of newest trends and innovations in the industry & quality and learning fields.
• Seek and welcome feedback. Take action to enhance performance based on experiences and coaching

RESPONSIBILITIES

• Responsible for learning execution including in person and virtual training.
• Works with on-property leaders to conduct a learning consultation to understand property and market needs.
• Utilized technology to effectively facilitate consultations and program delivery, including but not limited to VILT, digital learning, LMS, simulations, etc., Demonstrates the ability to deliver a full suite of learning programs, across the brands, to leaders and associates, in small or large setting.
• Responsible for initiating problem-solving communication with property senior leadership team when necessary, in order to ensure business unit success.
• Responsible for training and development of new property Leaders on Residential specific training.
• Responsible for providing support prior to an opening and leading countdown process for residential openings.
• Responsible for maintaining the Associate Learning Compliance Index and Leadership Learning Compliance Index.
• Responsible for tracking the complementation of Marriott International required training.
• Ensures learning plan or program is representative of the Marriott brand, brand standards and service level or other approved Marriott content.
• Responsible for ensuring all residential specific training is available and assigned in the Digital Learning Zone (DLZ) and mHUB Learning.
• Responsible for distribution of digital Personalized Service Flashcards.
• Responsible for training components of the Owner Engagement Survey Zone Movement Strategy.

CANDIDATE PROFILE

REQUIRED SKILLS

• Ability to develop and deliver virtual and in-person presentations and training classes
• Advanced in MS PPT including dynamic elements, such as videos, visually represented data and interactive modules
• Ability to communicate and train all levels of the organization
• Advanced knowledge of MS Teams platform
• Advanced knowledge of systems including GXP, BuildingLink, Digital Learning Zone, MHUB, MESH, TrueView, Land-It, Just Report It, Gallup Online, Transcendent, Marriott Asset Library, 4DX, Tableau
• Travel 75% to 85%
• Flexible schedule

PREFERRED EXPERIENCE

• Group training experience
• Multi-branded luxury operations
• Luxury residential operations

EDUCATION

• Bachelor\xe2\x80\x99s Degree Required
• Community Association Management License (Preferred)

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.

Marriott International is the world\xe2\x80\x99s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Marriott