Program Specialist - Owner and Franchise Support
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Job Number 19000IN0
Job Category Administrative
Location Canada Regional Office, 2425 Mathewson Blvd. E, Suite 100, Mississauga, Ontario, Canada VIEW ON MAP
Position Type Non-Management/Hourly
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Responsible for supporting the OFS team in tracking and leading the focus on achieving balanced scorecard goals, maximizing owner/franchisee support, and implementation of initiatives. This role will provide in-depth tracking and analysis to track performance and identify opportunities to improve services and processes that will yield insight into opportunities for improving performance. Key to the role will be supporting team meeting agenda development and follow- up prepare monthly Regional team presentations and support market and account meeting planning, presentations and reporting. Additionally, this role will be the primary contact for fielding and following up on issues that are raised by franchised hotel/management companies, tracking to ensure resolution and monitor/report trends and opportunities for improvement.
Education and Experience
4-year University degree in Hospitality or related area, 2-4 years Hotel or Regional Team experience preferred
Other Required Skills
Working knowledge of standard administrative processes typically gained through several years of experience.
Proficiency of basic functions of Microsoft office and, PowerPoint, Excel and Word. Working knowledge of OASIS 2.0 is a plus.
Experience in analyzing data and preparing cogent reporting
Knowledge of Marriott Hotels of Canada individual Brand Standards or experience in navigating the Marriott organization to achieve responses and results
Understanding of hotel sales and operational processes
Act as a critical member of the OFS Canada team; Provide ideas and insights for improving processes to achieve results
Excellent written and verbal communication skills in a variety of avenues to all levels of leadership
CORE WORK ACTIVITIES (ADD ADDITIONAL ACTIVITIES AS APPROPRIATE FOR JOB)
Answers questions pertaining to Brand standards – follow up on all items and provide excellent tracking of issues
Produces and composes routine correspondence or documents pertaining to the program(s) being administered.
Provide analytical reporting monthly. Provide insights into opportunities for improvement
Researches general questions and problems regarding department policies, procedures, information or services. Refers to the appropriate person.
Maintains a tracking or reporting system utilizing spreadsheet, database or other software applications.
Lead the planning and preparation of account and market meetings.
Provide reporting for region, team and management companies.
Provide follow up and focus for achieving strategic goals.
Incumbent is responsible for setting priorities and establishing procedures for completing their daily, routine responsibilities. The supervisor is typically involved in setting priorities for completing projects or new or unique assignments.
Advocates and demonstrates continuous improvement by adjusting to new ways as conditions and priorities change which may include learning new skills
Takes initiative by being a part of the solution and assisting in the resolution of issues/problems resulting from change
Able to work with different levels of management and management styles as needed in position
Keeps work group informed, speaks and writes clearly and concisely
Actively listens to others’ recommendations while seeking clarification and offering alternatives as appropriate
Communicates in a timely, proactive manner, receives directions and feedback well
Job Related Business Focus
Actions support key business values of customer service, associate satisfaction and financial success
Demonstrates pleasant, helpful and accurate service to internal and external customers
Respects fellow associates
Efficiently purchases and utilizes resources to produce quality products
Planning & Organizing
Sets priorities and establishes a realistic action plan while anticipating potential issues impacting the plan
Develops and follows procedures for ensuring quality, is detail‐oriented, maximizes resources, meets deadlines, and follows through on assignments
Identifies problems and seeks resolution through sound judgment and solid decision-making skills, where appropriate
Directs problems to higher level or applicable department for resolution
Works well in a team environment
Acts as a liaison with other resources/departments as appropriate
Gives recognition, collaborates and builds trust among others, treats people fairly, equally and respectfully, promotes celebration when appropriate
Demonstrates requisite technical expertise as defined by the position.
Demonstrates commitment and reliability in getting the job done efficiently, timely,professionally and accurately
Balances multiple projects simultaneously and maintains the personal, technical and professional skills needed to perform job duties
Consistently strives to improve these skills and represents staff and division positively