As the Manager, Franchise Operations for South Asia, you will play a crucial role in supporting the Director of Franchise Operations by ensuring the seamless implementation of brand service strategies and standards across our franchised hotels. You'll be a key driver in enhancing guest experiences, fostering operational excellence, and maintaining strong relationships with hotel leadership, ultimately contributing to increased market share and brand loyalty within the region. This role requires a strong understanding of hotel operations, a passion for service, and excellent strategic and interpersonal skills.
Key Responsibilities:
- Strategic Implementation & Brand Standards:Collaborate with departmental heads (Front Office, Housekeeping, Food & Beverage/Culinary, Engineering/Maintenance) to develop and implement departmental strategies aligned with the brand service vision and standards for franchised services.
- Champion the brand's service vision, ensuring alignment among hotel leadership teams through continuous training (BASE, connection with the Series by Marriott portfolio) and performance monitoring.
- Develop systems to help employees understand guest satisfaction results (GV - ITR Focus), driving towards achievement of goals (MBO and Enrollments).
- Standardize and maintain SOPs across hotel operations through consistent training and monitoring to ensure enhanced guest experience and consistent services, fostering a mindset change among associates.
- Develop and implement strategic plans to improve brand compliance and enhance guest experience by adhering to Brand Standard Audit (BSA) and IT standards.
- Relationship Management & Collaboration:Collaborate effectively with internal stakeholders, resolving conflicts and building positive relationships to achieve expected results, demonstrating and living by Marriott's Core Values.
- Maintain strong relationships with Hotel Operations teams, Marketing, and Brand teams.
- Manage constant and effective communication with Franchise Hotels for quick brand transitions, including critical path checklists, pre-opening audits, and coordination with Marcom for photoshoots and collateral.
- Operational Excellence & Problem Solving:Demonstrate strong problem-solving and decision-making skills to address operational challenges and make critical decisions that lead to visible improvements in franchise operations, aligning with the Series by Marriott portfolio.
- Identify operational trends and recommend necessary and effective changes, working with the hotel PIP (Property Improvement Plan) team towards implementation by sharing weekly/monthly reports.
- Analyze information and evaluate results to strategize the way forward, presenting data insights to the Director of Franchise Operations.
- Guidance & Professional Development: Provide guidance and feedback to help individuals develop and strengthen the skills and abilities needed to accomplish work objectives.
- Utilize professional skills and knowledge in specific functional areas to conduct and manage everyday business operations and generate innovative solutions to work challenges.
Candidate Profile:
Education and Experience:
- 3 or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, OR 8+ years of experience in the Hotel Industry in Operations.
- Basic Competencies:Basic Computer Skills: Proficient in using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers).
- Mathematical Reasoning: Ability to perform quick and accurate mathematical calculations relevant to work-related issues.
- Oral Comprehension: Ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension: Ability to understand written sentences and paragraphs in work-related documents.
- Writing: Ability to communicate effectively in writing as appropriate for the needs of the audience.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
