Campus Pride Jobs

Job Number 24061068

Job Category Brand Management

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

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 engagement.

• Establishes diverse partnerships across the industry, profession, and Company.

• Champions the attraction, development, and retention of a multicultural and multigenerational workforce.

• Ensures that all associates have the opportunity to achieve their full potential.

Strategic Partnerships

• Builds strong working relationships across departments or teams.

• Models and coaches others on creating an open, trusting, and supportive work environment.

• Coaches others on how their behavior impacts coworkers and the work environment.

Generating Talent and Organizational Capability

Developing Others

• Sets and models expectations for required behavior, knowledge, and skill levels.

• Develops others by identifying needs and setting appropriate department, team, and individual goals.

• Networks with high potential leaders and coaches others on targeted recruitment efforts.

Organizational Capability

• Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.

• Puts systems and processes in place to manage program performance.

• Brings together the appropriate talent levels and mix of skill sets to drive innovation and performance.

• Establishes and ensures understanding of the scope of decision-making authority for team members.

Leadership

Communication and Professional Demeanor

• Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engaging way.

• Influences others to accept a point of view, gain consensus, or take action.

• Keeps leaders informed about key issues.

• Models and coaches others on displaying a leadership style that conveys confidence and gains respect from others.

Leading Through Vision and Values

• Models, coaches, and holds others accountable for leading ethically and with a high degree of integrity.

• Promotes a convincing and inspiring vision for the direction of the Company, brand, and team.

• Models and holds departments and project teams accountable for developing and implementing programs that reflect the Company’s core values.

Managing Change

• Presents the need for change in a positive way that encourages commitment and action.

• Encourages others to identify ways to implement desired changes.

• Models and coaches others on staying calm and focused during stressful situations.

• Models flexibility and adjusts others’ and own priorities when managing multiple demands.

• Manages stakeholder expectations during change.

• Develops strategies and provides resources to implement change.

• Takes steps to minimize the stress others feel when change occurs.

Problem Solving and Decision Making

• Models and sets expectations for offering suggestions and solving complex problems.

• Uses data from different sources to evaluate alternatives, consider their potential impact, and make decisions.

• Involves key stakeholders to gain agreement and support before making high impact decisions.

• Makes key decisions and guides others to implement solutions in a reasonable amount of time.

Strategy Development

• Demonstrates a strong understanding of Company, brand, discipline, and program strategies.

• Uses data to thoroughly evaluate opportunities and focuses on those with the greatest potential business impact.

• Adapts global Company and brand strategies into plans that can be implemented within the business to maximize customer/stakeholder satisfaction and profitability.

• Uses data to build program strategies and make the business case for stakeholder commitment.

Learning and Applying Professional Expertise

Business Acumen

• Uses an understanding of market dynamics and the business environment to identify opportunities for improvement.

• Monitors industry and market changes and adjusts priorities as needed.

• Sets department or team standards and uses key business metrics to evaluate performance.

• Models and coaches others on making business decisions based on data from a variety of sources.

• Demonstrates sound business judgment in addressing resource needs and improving efficiencies while balancing associate, customer/stakeholder, and financial results.

Continuous Learning

• Creates an environment where learning is valued and encouraged.

• Models and sets expectations for others to evaluate own and others’ strengths and developmental needs.

• Secures resources and creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.

• Models and coaches others on staying current on industry and discipline trends and holds others accountable for using relevant best practices.

• Establishes training requirements for the team and holds others accountable for meeting training goals.

Strategy Knowledge

• Models and holds others accountable for staying current in area of expertise.

• Shows a strong understanding of the operating principles, resource needs, terminology, and interdependence of all relevant functions to support successful discipline operations.

• Promotes the development of partnerships across teams to solve complex issues and improve performance.

• Ensures compliance with contractual, legal and regulatory requirements.

LEADERSHIP COMPETENCIES

Create Belonging-Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion.

· Models and empowers others to monitor partner/customer feedback, satisfaction, and relevant metrics to deliver enhanced services.

· Applies existing data and resources to create innovative service strategies.

· Seeks out, builds, and maintains diverse partnerships/relationships across the company and industry.

· Models and coaches team on building and maintaining diverse partnerships & relationships.

Develop Others-Develop diverse, inclusive, and high-performing talent and teams.

· Fosters and environment that supports feedback and ongoing development by putting systems and processes into place to manage program performance and associate development.

· Participates in talent reviews and succession planning discussions, as needed for select direct reports, while providing relevant data (i.e., Talent Ratings, key strengths and opportunity areas, potential successors, etc.).

· Champions the attraction, development, and retention of a diverse workforce to drive innovation and engagement.

· Develops others by identifying needs, providing resources, ongoing feedback, and customized coaching, and setting appropriate shared department, team, and individual goals.

Lead Change-Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs.

· Engages in effective change management processes such as presenting the need for change in a way that encourages commitment and action, developing strategies and providing resources to implement desired changes, while managing stakeholders’ expectations.

· Keeps leaders informed about key issues, communicates effectively, and courageously influencing others to support a point-of-view, gain alignment, or take action.

· Models, coaches, and holds others accountable for displaying a leadership style that conveys confidence, optimism, gains respect from others, and is dedicated to leading ethically and with a high degree of integrity.

· Uses data to evaluate opportunities and adapt global strategies, where needed (e.g., brand, team, programs, etc.), into actionable plans to maximize external partner/customer commitment, satisfaction, and profitability.

Learn & Excel-Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities.

· Secures resources and creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.

· Creates an environment where continuous learning is valued and encouraged and holds others accountable for maintaining and sharing current knowledge on industry and discipline trends, competitors, and advanced technical knowledge in area of expertise.

· Models and coaches others on making sound business decisions by monitoring industry trends, market dynamics, and business environment to identify opportunities for improvement and adjusts priorities as needed.

· Builds partnerships across diverse teams to solve complex issues and improve performance.

Deliver Results-Set ambitious goals, create alignment, and drive execution.

· Coordinates with other departments and teams to set clear responsibilities for each group, as well as communicates clear expectations about how departments, teams, and individuals contribute to success.

· Monitors department, team, and individual performance, establishing clear standards, expectations, timelines, and budget requirements.

· Identifies and focuses on business opportunities that have the highest value for the Company.

· Manages department, team, and individual workloads by prioritizing tasks and delegating assignments appropriately, helping others understand work requirements, and obtaining resources departments and teams need to accomplish their work.

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’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.