Sr. Manager Franchise Operations
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Job Number 190013NQ
Job Category Owner & Franchise Services
Location Mexico Area Office, Andres Bello 29, Mexico City, Distrito Federal, Mexico VIEW ON MAP
Position Type Management
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The Senior Manager, Franchise Operations, is a key member of the Owners & Franchise Relations team and will provide education and consultation for Franchisees across the Caribbean and Latin America. The role will serve as a business partner to the OFR Vice President and Senior Director of Operations. Primary focus is to drive execution of program offerings and educate owners and franchisees on Marriott programs, tools and systems for successful implementation and sustainability of programs to optimize the guest experience and drive operational excellence within their organizations. Role will focus on Marriott Select Brand FMCs.
Partners with Sr. Director to ensure alignment in consistency, introduction of initiatives and pull through of course content.
Identifies trends, successes, and areas of need or opportunity. Provides recommendations for alternative solutions.
Facilitates alignment with internal stakeholders in program roll-out, ongoing maintenance of support processes and quality evaluation tools.
Managing Execution / Building Relationships
Act as an Operations business partner to the hotel stakeholders and provides technical and business expertise to assist properties in achieving optimum performance in the balanced scorecard goals.
Reviews and organizes all operational data to assist in prioritizing areas of focus in the Operations disciplines.
Partner with Senior Director of Operations to execute action plans addressing hotel issues in Product Quality, Service Delivery, ESS or GSS.
Active participation in assisting hotels with the development new processes that drive excellence in operations and the guest experience.
Build understanding of brand standards for all franchised brands and ensure pull through of standards with the Franchise hotels and companies.
Partner with the Operations disciplines to facilitate training for Franchisees on analyzing various measurement reports to optimize hotel performance. Support logistics for training webinars and reviewing tools resources to drive performance.
Provides reactive support which includes responding to requests, questions and issues via email, alerts and phone calls and following up accordingly.
Direct in the development, roll-out, and ongoing maintenance of support processes, procedures, and quality evaluation tools. Utilizes standard approaches and processes for consistent execution of programs throughout all project phases (Design, Build and Implementation)
Partner with Learning & Development team to keep the trainings content updates as new brand initiatives or properties systems change to remain current and effective in our webinars delivery and material.
Accountable for driving consistent execution of Operations initiatives, troubleshooting issues, and providing a feedback loop to the Operations teams at Marriott.
Partner with OFR Analytics to identify account performance trends utilizing tools such as GSS and BSA monthly reports and assist in creating corrective course(s) of action.
Elevates legal/contractual issues of assigned accounts to the Senior Director, Franchise Operations to enable collaboration with legal and VP OFR.
Performs other duties as appropriate
Approximately 50% travel required (TBC)
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Experience and Skills
3+ years of experience in operations, 5+ years is standard for Senior Manager level
Bi-lingual, fluency in English and Spanish
Strong skills in project management, and business support processes
Strong business and financial acumen
Excellent delivery platform skills
Excellent facilitation, verbal and written communication skills
Negotiate issue resolution
Understand Quality Assurance, Marriott Bonvoy program, and other Marriott programs
Exhibit an excellent analytical capability in operations and customer research data.
Integrate and interpret various sources of information.
Maintain excellent consensus-building, persuasion, and communication skills (written and verbal).
Builds relationships across a diverse work environment to include a broad group of stakeholders
Ability to influence without authority
Understands and effectively manages in a virtual work environment
Strong knowledge of delivery options/media (e.g. online learning, classroom training, blended learning) and analysis methods (e.g. job/task analysis, performance analysis)
Knowledge in technology-based delivery tools
Proficient in Microsoft Office Suite
Previous skills leading others
Education or Certification
BA/BS (or equivalent) preferred