JOB SUMMARY
The Senior Manager, Franchise Operations is a key member of Franchise Operations team, which serves as the connective tissue within the Franchise team and internal/external stakeholders to ensure compliance and performance on hotel operation success. A key responsibility is to ensure and support “pull through” of relevant programs, processes, and initiatives at the property level. Specific areas of focus include operations troubleshooting, working effectively with hotel management teams, compliance tracking of Quality Assurance Program. The position will report into Regional Vice President, Franchise Growth, Services & Owner Support, China
As a member of the professional staff, contributes a high level of specialized knowledge and skill in the Operations area to support department and/ or function objectives. Generally works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives.
CANDIDATE PROFILE
Education and Experience
Required
- 4-year degree from an accredited university in Business Administration, Hotel Management, Communications or related major
- 5-7 years progressive work experience in the hotel industry with focus in Rooms/ F&B Operations
- Proven experience in understanding contracts, presentation/ public speaking skills, International SOP’s, operations budgets and capital budgets is essential
Preferred
- Generally a professional position requiring significant knowledge and experience in one or more disciplines and/ or business operations as well as associate and/or organizational management experience.
- Strong communication skills and self-motivation.
CORE WORK ACTIVITIES
- Handles directly a portfolio of hotels under operations and is in supervision of their good performances and operational compliance.
- Communicates effectively with the hotel owners to ensure good understanding of hotel operational requirements, process & MI support.
- Communicates well with both internal and external parties to ensure all stakeholders are clear and meet the requirements necessary to achieve the above mission.
- Ensures all franchise hotels understand and comply with company brand standards and International Quality Assurance Program. Follows up with all yellow and red zone hotels in region for brand standards audits and GSS. Ensures brand standards are in place at all hotels.
- Develops operating plans and workable business processes for own department in alignment with function strategy.
- Develops business presentation with joint effort with franchise team and cooperating disciplines or departments
- Manages business processes and/ or projects, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results.
- This position will also serve as primary point of contact to answer questions as they arise for daily troubleshoot issues on franchise operating hotels’ compliance with Marriott brand standards, program requirements and handle technical challenges/issues, help drive operational effectiveness, ie, MGS resources & usage, digital, branding, revenue reporting and analytical skills auditing and training, provide MI resources when needed to address daily operational technical challenges, conduct webinar and/or on-property trainings to franchisees and GMs/Excoms to leverage Marriott capabilities when needed.
- Ensures regional hotels operate with respect to specific brand service programs (ie Spirit to Serve, Savvy Service, etc).
- Providing on site and online training if necessary
SKILLS AND COMPETENCIES
- Experience in Operations division of full service/select service hotels; cross-brand experience is an advantage.
- Experience working on projects that relates to operations or guest experiences.
- Ability to figure out the initial plan timeline with reference to instruction/ guideline from the manager. Strong logical capability to support franchise team throughout the project cycle and appropriate communication skill in contact.
- Highly Self-motivated and self-disciplined, committed to drive stella results, willing and passionate to learn new things and explore knowledge;
- Strong and solid analytical skills, attention to detail and skillset of office software are essential.
- Solid training skills with sound leadership style;
- Excellent command of written and spoken English and Mandarin
- Proven track record of managing projects in a highly matrixed and relationship-based organization.
- Ability to manage multiple stakeholders with varying degrees of understanding and buy-in.
- Ability to provide problem-solving and leverage resources to optimize department capabilities.
- Possess confidence and ability to present to property level audiences.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
