AddressJob Number 24000536
Job Category Owner Services
Location Europe Office - London, Barnard's Inn 86 Fetter Lane, London, London, United Kingdom
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
POSITION SUMMARY
The Franchise Operations Support Manager will report to the Senior Manager Franchise Services EMEA . The position plays a central role in the EMEA Franchise Services team. The Franchise Operations Support Manager will provide operational and training support to the Franchise portfolio as well as internal administrative support to the Franchise Operations team and the EMEA portfolio of hotels. The role will focus on developing, implementing, maintaining and coordinating support structures, programs and processes covering operational elements as it relates to the EMEA Franchise portfolio. The role entails significant administrative tasks, program implementations, and tracking and follow up processes; both internally and externally. The role will also be involved in developing, supporting and delivering on-going operational training sessions and immersion programs; both in person and virtually. The role will require analytical abilities in order to enhance the performance of the portfolio of hotels. With the growth of the Franchise portfolio there will be ad-hoc project management work as well as a strong focus on property reporting. As part of the former, the role will assist in developing, updating and maintaining various reports and tools that is used by the teams to drive on-property performance. In addition, the role will also take on a coordination role to plan and prepare property visits and reviews by the team. The Franchise Operations Support Manager role is responsible for a large part of the Franchise communication that is distributed out to the portfolio. The role will interact with the Franchise Services team, on-property leadership team members, including General Managers, as directed by the Operations team. The Franchise Operations Support Manager will be a business partner to Continental Lodging Services, Franchise Information Systems, Pre-Opening Services, Loyalty, Franchise Owner Relations, Franchise Finance, Continent Brand Operations and other relevant Continent team members. The role will help drive the overall portfolio performance by ensuring Franchisees are operating their hotels in accordance with Marriott’s brand guideline, performance zones and standards. The Franchise Operations Support Manager will also assist in developing tools, resources, programs and processes to support the expansion of the EMEA Franchise division. There will be a strong focus on developing and maintaining scalability of programs, systems and resources relating to the Franchise Services team. The role will include operational areas including, but not limited to, Rooms Operations, Housekeeping, Laundry, Loss Prevention, Maintenance, Food and Beverage, Culinary, Events, Conference & Banqueting, Recreation, Fitness and Marketing. The role will take an active part in responding to and follow up on queries about Operations, Brand Standards, Loyalty Programs, Brand Audits, Guest Voice, Brand Initiatives and Quality Assurance.
The position may have to partake in conducting on property trainings, and workshops in addition to property performance visits. The role will also, within a more limited scope, work directly with above-property teams and other Franchisee stakeholders.
SCOPE
Location requirements: Fetter Lane, London
Language Requirements: High proficiency (speaking, reading and writing) in English is required.
Secondary Language: A second language Italian, Spanish, French and German is preferred.
Travel Requirements: There is a 20-30% travel estimated for this role; with periods of higher travel requirements.
Skills: Strong analytical, Excel, PowerPoint, database and similar skills are required
EXPECTED CONTRIBUTIONS
Strategic business partner to the Franchise Operations team members providing daily support.
Key stakeholder in coordinating, supporting and overseeing support structures, programs and processes covering operational elements.
Providing ongoing administrative support to the Franchise Operations team members and Sr. Franchise leaders.
Responsible for developing, maintaining and executing various training and immersion programs to the EMEA Franchise portfolio; both in person and virtually.
Program compliance tracking and follow-up.
Responsible for understanding and communicating operational philosophies as they pertain to brand and/or geographic strategies.
Supporting communication and education of hotel teams on various programming, brand compliance, standards and implementation initiatives
Together with the Franchise Operational team, accountable for driving the overall on-property loyalty operations performance in accordance with established Key Performance Indicators (KPIs)
Develop a solid understanding of Franchise relationships and align with how the overall Franchise team develop networks, relationships and provide guidance and support to the property teams, Franchise partners and internal stakeholders
Assist in analyzing and identifying trends and developments within the Franchise portfolio of hotels, assist in establish relevant strategies and help execute against these accordingly.
Develop and maintain full overview and understanding of all brand philosophies, initiatives, programs and service concepts. Follow directions and align with the priorities as communicated by key internal stakeholders
Develop a full understanding and be fully versed in all Operations Brand Standards and MI’s Quality Assurance process and program.
Develop and maintain a strong understanding of all operational programming, including but not limited to guestVoice, loyalty programming, mobile services, Empower and quality assurance processes.
Prepare and develop presentations to support various strategic initiatives.
Coordinate and support the execution of discipline specific training classes in partnership with members of the Franchise Team, Learning and Development and the Brand teams.
On an ad-hoc basis, support in conducting on property trainings and customized workshops to drive operational excellence; including trainings around Marriott’s quality assurance program, guest satisfaction programs and other systems, tools and processes
Assist in communicate relevant brand initiatives and support the Franchise teams in ensuring all mandatory brand initiatives are pulled through successfully at the property level. Provide guidance and support to drive engagement in optional initiatives.
Ensure brand and business strategies, standards and initiatives are communicated effectively to Franchisees.
Develop a strong working relationship with key stakeholders both internally and externally
Effectively communicate brand and operational specific programs and expectations to the field as directed by Senior leadership
Act as a business partner to all Franchise discipline team members, providing operational technical and business expertise to assist properties in achieving optimum operational performance results
Provide regular progress updates to Senior Franchise leadership members as directed
Develop internal tracking tools to evaluate performance progress against set key performance indicators (KPIs). Monitor results and appropriate metrics to identify and manage business risk
Regularly analyse performance using various system and provide performance updates to senior leadership
Participate in meetings as required
Complete all trainings as required
Specific areas of focus are not limited to those listed and will change as Continent and divisional priorities change
Comply with all policies and procedures
Performs other duties as assigned to meet business needs.
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
Required
Hotel operations experience required.
Recent on-property managerial Rooms Division experience required.
F&B experience strongly recommended.
Marriott/Starwood experience preferred.
Experience from a chain environment preferred.
International experience (3+ countries) preferred.
Solid computer software skills with focus on PowerPoint, Excel, Tableau and Word
Strong analytical skills
Strong administrative skills
Database management skills preferred
Solid working knowledge of OPERA (required) and POS systems (preferred)
5+years of progressive experience in hotel industry preferred (e.g., combined experience to include food & beverage, rooms operations, event management and quality assurance)
Skills and Knowledge
Is passionate about the hospitality industry
Is flexible and a self-starter
Exhibit a high level of energy and enthusiasm
Exhibit a high level of personal integrity
Solid time management skills
Ability to work in a deadline-driven, entrepreneurial highly matrix, relationship-based environment
Experience in a consultative role using skills of influence to manage multiple stakeholders and priorities
Possesses ability to build and maintain strong relationships with key stakeholders.
Has excellent knowledge of operations concepts, tactics and processes.
Hands-on approach
Has solid analytical skills and the ability to make recommendations based on that analysis.
Possesses strong deductive reasoning.
Possesses attention to details and follows through to conclusion.
Has strong communication skills, both verbal and written
Working knowledge of hotel financial and accounting functions
Demonstrate short and long-term planning skills
Ability to operate in a matrix organization.
Is comfortable in speaking and presenting in front of others
Possesses strong organisational skills in tasks management.
Is able and comfortable working independently in a multi-task environment.
Is customer focused and enjoys problem solving.
Is able to make sound decisions with minimal day-to-day supervision.
Experience with multiple brands and chain environments.
Demonstrates ability to influence change and decisions.
Education or Certification
- College Degree preferred or equivalent experience.
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.
