Director, Performance Accountability

JOB SUMMARY

The Director Performance Accountability is part of the Global Operations (GO) organization) where we work to enrich the experience of the stay creating value for guests and owners while advancing authentic hospitality. The GO department is known for taking ideas into implementation across all brands disciplines and continents. This role collaborates with Performance Accountability team members to support Performance Accountability projects and initiatives centered on the development and implementation of tools resources and platforms that enable property and above-property leaders to drive guest experiences at hotels globally.

This role supports the design delivery and sustainment of Intent to Recommend (ITR)-focused tools resources and training that help property and above-property leaders use QPower and guestVoice (Qualtrics and Medallia) to improve guest experiences and on-strategy performance. The position partners across Global Quality (GQ) Performance Accountability Continent Operations Owner & Franchise Services (OFS) platform vendors and internal stakeholders to ensure that operators can efficiently interpret VOC signals and take action that positively influences Guest Satisfaction Survey (GSS) scores.

The Director will oversee others work as needed to achieve business objectives.

This role requires the ability to travel up to 10% of the time. This Director partners with:

• Performance Accountability leaders

• Property leaders Continent leaders OFS leaders and leaders within and across Global Operations

• VOC leaders

CANDIDATE PROFILE

Education and Experience

4-year bachelors degree from an accredited university in Business Administration Hotel and Restaurant Management or related major; or equivalent of 10 years professional experience in Operations Quality Improvement Consulting or related professional area.

Required Skills and Experiences

• 10 years of management experience within hotel operations.

• Experience with Marriotts guestVoice platform

• Superior communication presentation facilitation and influence skills across written verbal in-person and virtual settings including confidence presenting to large and executive-level audiences and facilitating strategic and tactical discussions with property and above-property leaders.

• Proven ability to assess stakeholder needs related to tools and approaches on driving hotel GSS performance develop creative solutions and influence decisions and appropriate courses of action including developing and implementing scalable communication and training strategies that met meet needs within budget.

• Ability to translate training needs into clear operator-friendly deliverables (webinars job aids tool kits best practices executive presentations) using PowerPoint Word and Excel. Strong skills in PowerPoint are needed.

• Solid project management skills interpersonal leadership analytics and problem-solving skills. Strong attention to detail including excellent editing and proof-reading skills and ability to write executive-level reports

Preferred

• On property experience with responsibility for GSS scores preferably as Director of Rooms/Operations or GM experience in Select brands.

• Experience working within cross-functional or matrixed teams at a HQ position.

• Some operational experience within full-service hotels

• Experience with franchised properties

• Experience managing others.

CORE WORK ACTIVITIES

Design and deploy quality improvement tools training and resources that enable global property and aboveproperty leaders to use Performance Accountability platforms effectively to improve the guest experience.

Examples of Performance Accountability tools and resources are: QPower platform MI Health Check platform (TrueView) QPower Solutions Library (operations resources) and improvement-focused tools job aids methodology and webinars focused on equipping operators to use QPower or guestVoice (Medalla or Qualtrics) to improve GSS scores.

• Ensure tools methodologies and enablement resources remain relevant as VOC platforms evolve (e.g. new instay survey launches platform migrations such as Medallia to Qualtrics) and as operator use cases expand.

• Own the ongoing evolution of improvement methodologies training content and practical resources to support changing business and operational needs.

• Oversee continent and disciplines in maintaining developing and evolving strong and effective content in the QPower Solutions Library that enables leaders to take effective action on VOC insights.

Drive the global training and enablement strategies for the GQ suite of platforms and tools to drive awareness adoption and knowledge amongst property and above property operations leaders. Includes:

• Develop and implement audience-centric deliverables (webinars large audience presentations executive presentations job aids modules to support OFS training programs training videos conference breakout sessions etc.) to influence and train users on how to use tools to drive improvement as products evolve and awareness/training needs emerge.

• Strategically identify evolve and implement new strategies partnerships or deliverables to more effectively help operators and leaders utilize tools to drive guest experience improvement. This includes writing business case and identifying/leading additional resources as needed to implement new strategies.

• Work closely with VP of Platforms & Performance to synergize the communication and deployment of tools and resources across disciplines
• Define and execute an at-scale training and communication strategy for the Performance Accountability platform suite (e.g. QPower MI Health Check/QA Site guestVoice) to build awareness knowledge and effective global adoption.

• Develop audiencecentric deliverablesincluding global webinars training videos job aids executive presentations and trainthetrainer contenttailored to property and aboveproperty leaders.

• Continuously adapt training and communication approaches as tools platforms and operator needs evolve.

• Integrate Performance Accountability content into broader operational Continent-based training programs where appropriate (i.e. OFSs Guest Experience and Accountability Program; US/Can Power Up program).

• Develop and implement scalable strategies (i.e. Global g/QPower SME forum) to cultivate continent-based SMEs who can drive adoption within continents by leveraging quality improvement methodologies and platform capabilities effectively.
• Influence and support successful prioritization deployment and adoption of enhancements to Performance Accountability platforms including QPower and MI Health Check (TrueView).

• Partner with platform product teams to determine and prioritize enhancements that will increase user effectiveness

• Represent the voice of the customer and operator to influence future guestVoice QPower and MI Health Check (QA Site) platform strategies.

• Coordinate enablement for new QPower/MI Health Check releases by developing clear communications and supporting materials that articulate benefits new use cases and expected operator actions for new product features.

• Oversee change communications as platforms tools and ITRdriving strategies evolve.

• Establish structured feedback loops forums and communities of practice to surface insights from global users within every continent across all brand segments Translate feedback into actionable recommendations to improve platform usability relevance and impact.