Senior Manager, Openings & Transitions - Training Delivery

Job description

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

Desired profile

Qualifications :

JOB SUMMARY



The Senior Manager, Training Delivery (MPACT) is a key member of the Hotel Openings and Transitions team as well as Continent Lodging Services organization. This position will be responsible for leading a team of Training Managers and ensuring the overall deployment of the Training team across all brands. Responsible for the successful execution of all Marriott Business Technology & Culture Learning programs provided during hotel openings & transitions. Responsible for application training for all new and existing property systems users of the following applications: FSPMS, OPERA, LightSpeed, Fosse, Service Excellence, Marriott Bonvoy, BAR and other in-scope systems. The Senior Manager will partner with the MPACT Leadership team to make sure policies and procedures are in place and the Training team is both supported in the field and efficient in its Headquarters processes. Additional responsibilities will include traveling to hotels to support training managers and perform training assignments.

EXPECTED CONTRIBUTIONS
Leading Teams
·  Provide leadership to the Hotel Openings and Transitions team in regard to brand, operations and systems training to ensure the team's effectiveness in their training roles and responsibilities. Champions brands' service vision and identity for product and service delivery and verifies alignment amongst the brand and operational disciplines.
·  Responsible for onboarding of all new training managers, provide on the job observations and coaching to ensure consistent training across the team.
·  Manages team to adhere to MIP-44 travel guidelines to process individual expense reports in accordance with company guidelines to ensure timely reimbursements.
·  Manages the recruitment process of new team members as well as the on-boarding process.
·  Conducts observations of Training Managers on property and delivers timely feedback to develop team members.

Driving for Results
·  Facilitates, in partnership with MPACT Leadership Team, assignment inquiries to align business needs with department availability and ensure that costs are fully recovered against budget and maximize opportunities to meet demand.
·  Identifies key drivers of business/discipline success and aligns focus on the critical few to achieve results.
·  Synthesize and integrate a large array of business performance data to support trend analysis and critical decision making for department Sr. Leaders.
·  Identifies operational challenges associated with the discipline and partners with the leadership to solve these challenges and/or develop alternative solutions
·  Solicits and responds to customer (property) feedback on support processes and follows through on the result with key stakeholders

Managing Execution
·  Partners with Distinctive Brand Advocate leadership team to deliver a compelling and differentiated brand strategy, leveraging the brands' consumer, competitive, and other stakeholder profiles and needs.
·  Support Brand initiatives and implementation acting as a liaison between brand and learning delivery.
·  Manage training content and oversee pull-through of appropriate updates as new brand initiatives or properties systems change to remain current and effective in our training delivery and material.
·  Prioritizes the sense of urgency to hotels openings needs for training support and responds appropriately.
·  Identifies additional training needs of team, creates & implements plans to attain the highest level of expertise.
·  Champions change, ensures brand and regional business initiatives are implemented; communicates to team as appropriate
·  Partners with Director to lead Hotel Openings and Transitions meetings, training sessions, etc.
·  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 technology to analyze business processes and create efficiencies within the organization.
·  Manage escalation, tracking and resolution of support issues and communicating them to key stakeholders.
·  Consults as the Subject matter expert in Rooms, Food and Beverage, Operations and Systems training for Select and Full Service brands..
·  Partners with Property Systems Services, Learning + Delivery and Global Operations to identify and ensure delivery and compliance of program development, projects, initiatives and accountability of operational requirements.

Other
·  Performs other duties as assigned to meet business needs.
·  Approximately 80% travel required

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED

REQUIRED:
·  Knowledge of PMS systems – LightSpeed, FSPMS, Opera and Fosse
·  Possesses substantial knowledge in Microsoft Office programs such as Word, Excel, PowerPoint, OneNote and SharePoint; as well as the ability to navigate quickly through these programs to help produce results in a timely manner.
·  Minimum of three of progressively responsible work experience
·  Demonstrated strong project management experience as well as management of direct reports

·  Minimum of five years' experience delivery training
·  Passion for understanding consumer behavior and point of view
·  Appreciation for design and décor, creative arts
·  Ability to express the vision of multiple brand personalities; Passion for uniqueness and authenticity
·  Must be a self-starter who can work independently, meet deadlines and be a strong team player that contributes to the effectiveness of the broader MI team.
·  Ability to lead a virtual team.
·  Must have exceptional communication, negotiation and mediation skills; is able to articulate compelling ideas.
·  Develops and maintains effective relationships with both internal and external stakeholders; influences without direct authority.
·  Full Service hotel and Select Brand experience or knowledge of operations across all disciplines.
·  Multi-brand experience preferred.
·  Power Facilitation (prev. named TCII) or higher certification preferred
·  Knowledge of or experience in hotel openings and transitions CY Bistro training is preferred.
·  Possess excellent communication skills, both verbal and written.

Education and Professional Certification Bachelor degree in hotel management or related field preferred or an equivalent combination of education and experience from which comparable knowledge and skills can be acquired.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.