(GBR-London) Mobile Operations Manager (Fixed Term Contract – 12 Months)

**Job Number** 20073807 **Job Category** Rooms and Guest Services Operations **Location** Europe Office - London, Barnard's Inn, 86 Fetter Lane, London, Greater London, United Kingdom VIEW ON MAP **Brand** Corporate **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** 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? **POSITION SUMMARY** The Mobile Operations Manager is a key part of the team working on an ongoing project impacting all Marriott hotels throughout EMEA. The Mobile Operations Manager will support the implementation of Mobile Key and guest-facing mobile services (e.g., mobile check in, mobile check out, mobile chat) to EMEA hotels, working across all brands and countries in the region. This role will be responsible for working closely with Mobile Key stakeholders, the project team, vendors, and hotels to coordinate deployment activities and support issue resolution. Minimum travel may be required. This position is preferred to be based from London or Eschborn and is based on a 12 months fixed term contract with preference for start date to commence by 1st Jan 2020. **CANDIDATE PROFILE** **PREFERRED SKILLS AND KNOWLEDGE:** - 2+ years working in guest services, front desk, housekeeping, management operations or a related area - Experience using guest-facing mobile services (e.g., mobile check in, mobile check out, mobile chat) - Strong system knowledge of Opera PMS, Digital Platforms, Empower: GXP - Strong communication skills – written and verbal - Strong influencing skills, communication and follow through especially in a virtual environment - Excellent project management skills and the ability to simultaneously manage multiple cases at various stages of deployment - Strong organizational and analytical skills for planning, coordinating and monitoring implementations - Proficiency and comfort level with technology and iT configurations - Strong system knowledge of Salesforce Service Cloud - Strong knowledge of Microsoft Office programs such as Word, Excel, PowerPoint, SharePoint and other productivity software such as Smartsheet, etc. - Ability to work with a culturally diverse, cross-functional team to achieve results in a remote environment - Ability to clearly articulate activation plans for key stakeholders, including senior leaders - Knowledge and/or experience in hotel openings is a plus - Knowledge of languages relative to the hotels in EMEA portfolio (preferred not required) **EDUCATION AND PROFESSIONAL CERTIFICATION:** - Bachelor degree or equivalent - 2+ years working in guest services, front desk, housekeeping, management operations, or a related area – direct hotel experience preferred **KEY RESPONSIBILITIES** • Support the implementation of Mobile Key and other mobile services (e.g., mobile check in, mobile check out, mobile chat), acting as a liaison between hotels, project teams, and vendors to drive successful implementation and support a smooth transition for hotels • Identify hotel-level roadblocks to implementation, working to troubleshoot and/or elevate as required to solve the problem • Deliver presentations to properties explaining the implementation process and system/product features • Maintain up-to-date tracking of project status across multiple deployments, providing analysis and reporting on the results • Identifies trends, gaps or patterns in business processes and escalates strategies to improve implementation tools, processes, and team performance • Collaborates and communicates across team using technology such as Microsoft Teams, Smartsheet, etc. • Partner with the project team, participating in project meetings, training sessions, etc. • Monitor the online task lists for the hotels and reach out to hotels that are falling behind and take appropriate action as needed. • Provide regularly updates on progress of hotels on checklists to senior leadership team • Provide guidance and knowledge to hotels on key tasks to be completed • Perform other duties as assigned by Director of Guest Experience & Mobile Operations to meet business needs. **OTHER** • Perform other duties as needed. **MANAGEMENT COMPETENCIES** LEADERSHIP • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace. • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. MANAGING EXECUTION • Building and Contributing to Teams – Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members. • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed. BUILDING RELATIONSHIPS • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards. • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. GENERATING TALENT AND ORGANIZATIONAL CAPABILITY • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. LEARNING AND APPLYING PROFESSIONAL EXPERTISE • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. • Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges. • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues. o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences. o Reading Comprehension - Understands written sentences and paragraphs in work related documents. o Writing - Communicates effectively in writing as appropriate for the needs of the audience. _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._

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