Director - Guest Experience Operations, Asia Pacific (1 year contract)
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Job Number 19166704
Job Category Rooms and Guest Services Operations
Location Asia/Pacif/Australia Region, Suite 1108 11th Floor Cityplaza One, Hong Kong S.A.R., Hong Kong, Hong Kong S.A.R. VIEW ON MAP
Position Type Management
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The Director of Guest Experience Operations is a key member of the APAC Continent Rooms Operations team, primarily focusing on the Joint Venture organization - Marriott x Alibaba. This position provides a well-rounded operational leadership, specialized knowledge and skillset in mapping and planning the hotel operations requirements, hotel associate and hotel guest journeys to deliver the Joint Venture initiatives and Marriott Intl - China Outbound Program.
The role will be responsible for planning, executing, deploying and maintaining the assigned projects and programs by maximizing stakeholders’ engagement and feedback in order to drive fast adoption within a guided time frame. Additionally, the incumbent should possess strong knowledge and ability to understand the various work applications within Marriott International systems (such as PMS, Empower Reservations, Loyalty programs, GXP and Mobile app) and Marriott brand standards.
The Director-Guest Experience Operations will partner, not limited to, with BMSC Project services, Global Operations, Continent Operations, iT, Finance, Reservations, Joint venture organization, and co-create, develop and execute strategies and project plans. The position must understand the complexities of the matrixed organization and have a passion to manage new projects, pilots, proof of concepts, cross-functional projects/discipline work and any large scale launches by working closely and collaboratively with all key stakeholders and ensure processes and/or features are defined and delivered in a timely manner.
The Director will have expertise in one of the following discipline areas: Rooms operations, iT-Rooms applications or general hotel operations in a purple band position currently. Key accountabilities will include, and not limited to, serving as the operational content leader in new and/or existing projects and initiatives.
Provide overall hotel operational directions, guidelines and support to the JV team, ensuring organizational alignment to the brand, discipline and business priorities, when planning for programs, projects and initiatives to be launched in the hotels of APAC continent.
Act as the Rooms subject matter expert to the JV project stakeholders and provides technical and business expertise to assist properties in achieving optimum performance with each program/project that is launched.
Accountable for driving consistent execution of all JV initiatives at our hotels, troubleshooting issues, and providing a feedback loop to the Continent Rooms Operations and JV teams to ensure continuous improvements.
Acts as the APAC subject matter expert regarding delivery of superior associate and guest experiences in Rooms Operations. Fully well-versed with Rooms Operations procedures, front office financial processes and Brand Standards requirements.
Identify business, economic trends, competitive intelligence, both within and outside of our industry, to drive the best-in-class, innovative Rooms operations and Guest Experience standards as well as business opportunities or risks in relations to the JV and/or China Outbound Program developments.
Leads or actively supports the development of new processes that drive excellence in rooms operations and the guest experience.
Facilitate and activate the APAC Rooms and Guest Experience standards when delivering the JV/China Outbound Program proof of concepts or initiatives.
Lead and develop execution of discipline-specific training contents for JV/China Outbound projects and initiatives.
- Leverage vendor relationships for opportunities to improve product quality, service delivery, and enhanced training platforms.
Able to provide clear, concise and compelling power-point presentations or execution memos, with well written executive summary as well as detailed contents or work plans, as needed.
Business travel will be required as needed.
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Minimum of 8+ years of progressively responsible work experience in Rooms / Hotels leading room’s disciplines. Executive Committee experience preferred. Multiple-time Department Head positions with various functional section may apply too. Luxury and/or Full-Service hotels; cross-brand experience is valued. Pre-Opening experience is a bonus.
Proven track record of implementing rooms and guest experience initiatives and programs with sustained performance. Experience developing and implementing new concepts preferred.
Proven track record of leading complex rooms operations with positive performance in balanced scorecard results.
High level of specialized knowledge and skills with Front Office, Club lounge operations, Guest Services, Reservations, Loyalty, AYS and Housekeeping functional departments.
Must have strong knowledge in areas related to all Rooms operations, SOPs and financial operational procedures.
Ability to operate in a matrix, relationship-based organization. Solid ability to manage multiple key stakeholders.
Possess excellent project management skills and ability to independently manage multiple projects and competing priorities in a timely manner and deliver time-sensitive projects. Proven success prioritizing and managing multiple projects and stakeholders simultaneously.
Track record of putting in place strong systems and processes to effectively implement and execute multiple programs.
Ability to provide problem-solving and leverage resources to optimize department capabilities. Strong analytical skills to ground decision making and problem solving.
Ability to manage a balance between creative innovation and operational feasibility.
Must be a quick learner, self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader Marriott International team.
Possess strong oral and written communication skills, excellent interpersonal skills; able to collaborate effectively with General Managers, Executive Committee Members, Key Stakeholders from global headquarters and key stakeholders from other continents. Generally, have ability to positively influences without direct authority.
Possess confidence and ability to present to large and executive level audience.
Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.
Working experiences in Asia Pacific, particularly in Mainland China is desired.
Mandarin-speaking, writing and reading, other than English, is a requirement for this role.
EDUCATION AND PROFESSIONAL CERTIFICATION:
Bachelors Degree in Hospitality or Hotel Restaurant Management required or an equivalent combination of education and experience from which comparable skills and knowledge can be acquired.
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Operations Execution-The ability to systemically implement, evaluate, and sustain operations programs to ensure that the products and services being executed deliver the intended benefits, create value, contribute to guest satisfaction, and meet the needs of the various stakeholders (guests, property staff, brand, CLS, etc.).
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
Reading Comprehension - Understands written sentences and paragraphs in work related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.