Program Specialist-Senior - Global Quality

Job Description

Posting Date Mar 01, 2022
Job Number 22027443
Job Category Administrative
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N
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?
JOB SUMMARY

The Global Quality (GQ) team drives the guest experience, delivers on-strategy hotels, and is known for taking ideas into implementation across all brands, disciplines, and continents. The Platforms and Performance team within Global Quality manages critical global programs – including the Guest Satisfaction Survey and Event Satisfaction Survey, voice-of-the-customer reporting system (guestVoice), the audit system (QA Site), and the quality improvement system (QPower). This role collaborates with Global Quality (GQ) team members to support GQ projects and initiatives centered on developing and implementing tools, resources, and platforms that enable property and above-property leaders to drive the guest experiences at hotels globally.

The Sr. Program Specialist, Global Quality is an integral member of the Global Quality team with two primary responsibilities.

• Provide superior leadership in answering inquiries submitted to the team’s several email mailboxes, including:
  • Responding to each inquiry clearly and in a timely fashion, with responses that reflect department policies and positions, help hotel operators solve problems and provide access to valuable information to drive the guest experience.
  • Representing Global Quality by providing excellent customer service to all stakeholders.
  • Developing reporting to communicate mailbox performance trends and basic insights to department leadership.
• Provide project support for initiatives related to the three Global Quality platforms. Projects may include – but are not limited to – processing data entry into systems (i.e., OASIS), providing project support for department processes and deliverables, and contributing to the team’s efforts to analyze performance trends for senior leaders.

CANDIDATE PROFILE

Required Education

• 2-year degree from accredited university in business administration, hotel and restaurant management, or related major plus 2 years’ in hotel operations, business process management, quality management, or related professional areas (lodging/hospitality industry experience preferred).

Required Experience

• Attentive customer service skills
• Comfort resolving problems first-hand, or escalating concerns to subject-matter experts or leaders as necessary
• High proficiency in Microsoft PowerPoint, Excel, Word, and other Microsoft Office products
• Self-disciplined time management skills, including the ability to prioritize work and pace long-term assignments
• Ability to manage multiple projects and take direction from multiple project owners simultaneously

Preferred Experience

• Very strong verbal and written communications abilities
• Basic familiarity with hotel operations
• Experience with Marriott’s Engage mailbox system
• Experience with Marriott’s guestVoice platform, QA site, and/or QPower

CORE WORK ACTIVITIES

Global Quality Program Support

• Interacting with hotel operators and above-property leaders by answering mailbox questions regarding Global Quality processes, systems, and programs in a timely manner and escalating concerns as needed
• Providing team leadership over mailbox associates to ensure performance goals are met by developing and implementing processes to ensure proper coverage, including scheduling of mailbox associates, and assigning mailbox questions to associates
• Creating monthly mailbox reports to communicate performance and basic insights to department leadership
• Providing project support for initiatives related to the Global Quality platforms
• Pulling performance metrics from Global Quality systems, specifically guestVoice, in supporting the team’s efforts to analyze performance trends for senior leaders.

Program Administration

• Answers questions and provides standard information pertaining to programs being administered, routine details, and other frequently asked questions.
• Explains the administrative procedures surrounding the program(s) and researches and responds to all questions regarding the program(s) including infrequently asked questions or nonrecurring issues.
• Provides technical interpretation of the program/plan documents.
• Independently performs research and analysis needed to address any questions or issues and presents information to a group.
• Composes correspondence or documents pertaining to the program(s) being administered including unique information pertaining to a specific situation or exception.
• Processes data related to the administration of the programs through an automated system. Reconciles accounts, researches discrepancies in the amounts charged to the accounts, and prepares reports related to the programs being administered.
• Researches questions and problems regarding department policies, procedures, information or services, including those of a complex nature.
• Develops and maintains a tracking or reporting system pertaining to the programs being administered utilizing spreadsheet, database or other software applications.

Supervision Received

• Incumbent receives minimal supervision. Instructions are received at the beginning of complex projects and sensitive assignments and the resulting work is generally reviewed at completion. Incumbent has a high level of autonomy when handling requirements of their position.
• Incumbent is responsible for setting priorities and establishing procedures for completing responsibilities. There may be significant variation in daily workload which requires constant, independent prioritization.

CRITICAL COMPETENICES

Adaptability

• • Advocates and demonstrates continuous improvement by adjusting to new ways as conditions and priorities change which may include learning new skills
  • Takes initiative by being a part of the solution and assisting in the resolution of issues/problems resulting from change
  • Able to work with different levels of management and management styles as needed in position

Communication

• • Keeps workgroup informed, speaks, and writes clearly and concisely
  • Actively listens to the recommendations of others while seeking clarification and offering alternatives as appropriate
  • Communicates in a timely, proactive manner, receives directions and feedback well

Job Related Business Focus

• • Actions support key business values of customer service, associate satisfaction, and financial success
  • Demonstrates pleasant, helpful, and accurate service to internal and external customers
  • Respects fellow associates
  • Efficiently purchases and utilizes resources to produce quality products

Planning & Organizing

• • Sets priorities and establishes a realistic action plan while anticipating potential issues impacting the plan
  • Develops and follows procedures for ensuring quality, is detail‐oriented, maximizes resources, meets deadlines, and follows through on assignments

Problem Solving

• • Identifies problems and seeks resolution through sound judgment and solid decision-making skills, where appropriate
• Directs problems to higher level or applicable department for resolution

Teamwork

• • Works well in a team environment
  • Acts as a liaison with other resources/departments as appropriate
  • Gives recognition, collaborates, and builds trust among others, treats people fairly, equally, and respectfully, promotes celebration when appropriate

Technical Expertise

• • Demonstrates requisite technical expertise as defined by the position.

Work Habits

• • Demonstrates commitment and reliability in getting the job done efficiently, timely, professionally, and accurately
  • Balances multiple projects simultaneously and maintains the personal, technical, and professional skills needed to perform job duties
  • Consistently strives to improve these skills and represents staff and division positively

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

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.