Analyst Quality Assurance, EMEA

POSITION SUMMARY

The Guest Experience Analyst, Quality Assurance will report into the Director Quality Assurance and will play an integral role in providing process optimization and data analysis support that enables Guest Experience leadership to make business decisions that drive overall company results. The Analyst contributes a high level of technical expertise to support functional objectives for all hotel brands and develops short-term goals for own function in alignment with broader business objectives and provides support and key data to discipline Leadership team. Keen attention to detail, analytical skills, and ability to collaborate with various teams will contribute to the commitment to ensuring adherence to MI standards and driving guest satisfaction. The Guest Experience Analyst, Quality Assurance will be responsible for the following: Supporting the development, implementation, and execution of strategic initiatives within the organization that drive system improvement for all MI brands in EMEA. Analyze data and performance metrics to uncover trends, patterns, and potential issues impacting service quality. Utilize findings to drive informed decision-making and process enhancements. Develop, implement, and maintain a comprehensive quality assurance framework encompassing all aspects of guest experiences, services, and operational processes. Regularly review existing processes to identify areas for improvement and implement changes to enhance guest satisfaction and operational efficiency. Identify opportunities for process optimization, cost reduction, and efficiency enhancement, actively contributing to the continuous improvement of service quality. Prepare detailed reports and documentation of findings, complete with recommended corrective actions. Collaborate closely with other Disciplines Planning & Strategy, F&B etc.) to cultivate a culture of quality consciousness and offer guidance on quality initiatives. Stay abreast of industry standards, regulations, and best practices pertaining to hospitality quality assurance. Ensure organizational processes align with these benchmarks. ADDITIONAL RESPONSABILITIES Data Analysis: Responsible for collecting, organizing, and analyzing data to provide insights and actionable recommendations. Help identify trends, patterns, and anomalies within the data that can inform decision-making. Tackle complex problems and challenges and use analytical skills to break down problems, assess possible solutions, and provide well-reasoned recommendations. Identify inefficiencies or areas of improvement within processes and workflows and provide valuable information that supports strategic and operational decision-making. Create reports, dashboards, and presentations to communicate findings to different audiences, ranging from team members to senior management. Work with both quantitative data (numbers and metrics) and qualitative data (textual information and subjective insights) to provide a holistic understanding of a situation. Conduct research to understand market trends, competitive landscapes, and customer preferences. Managing Work, Projects and Policies: Implement and support Continent strategies set by the VP of Guest Experience Manage small projects and/or change management initiatives Coordinate and implement work and projects as assigned generate and provide accurate and timely results in the form of reports, presentations, etc. Performs other duties as assigned to meet business needs and drive performance of the guest experience Work closely with direct supervisor, QA and key divisional stakeholders (Brand Team, Operations Team, Pre-Opening Team, Global Design, CLS) to drive process improvement and KPI performance. Support Continent team on brand specific standard content, OS&E and Standard Operating Procedure development. Drive Guest Satisfaction activities with divers Stakeholders – Above and On-Property Level. Administration: Design and prepare various reports. Maintain, collate and distributes all relevant activity reports. Maintain confidentiality of information and proprietary materials. Respond promptly to requests for help and information. Perform other related tasks as assigned by management. Attend and participates in all relevant meetings. Gather information from various sources, conduct thorough research, and extract relevant insights to support their analyses. Tracking and Measurement Gain deeper understanding of all Quality Assurance KPIs to drive guest satisfaction and process improvement. Continually monitor project initiative progress and success, capturing and acting on lessons learnt. Prepare concise reports and updates for a range of stakeholders. Provide system improvement feedback. Provide report analysis on implementation progress for standards for various use throughout the organization. Develop and provide training on the process. Provide insight and data analyses for the Escalation and Portfolio Calibration processes related to the Global Accountability Program Identify and share best practices to assist hotels in need of improvement CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED REQUIRED: Strong analytical background with 3-5 years of previous relevant experience Strong knowledge of quality assurance principles, practices, and methodologies Proficiency in data analysis tools, software and programming languages (Power BI, Excel) to effectively handle and process data Pro-active approach to tasks and duties and able to prove their work using own initiative Flexibility dependent on business needs Expertise and proven track record in managing complex, multifunctional projects. Creative thinking to approach challenges from unique angles, develop new methodologies, and devise innovative solutions. Working hours as required to do your job but normally not less than hours per week. Understanding the needs of stakeholders, whether internal or external, to provide analyses that align with organizational goals Six Sigma Black Belt experience is an advantage PREFERRED SKILLS AND KNOWLEDGE: Experience within lodging/hospitality industries preferred Strong customer development and relationship management skills Excellent communication and interpersonal skills, with ability to collaborate across departments Ability to design and implement successful tracking of documents and spreadsheets Ability to manage and balance own time Strong written and verbal communication and presentation skills Innovative, pro-active and reliable Ability to use initiative and work under minimal supervision Strong ability to manage multiple projects and responsibilities through a complex, relationship-based organization with ease. Ability to break-down, assign and ensure completion of work steps with various teams and without direct authority. Ability to quickly gain a clear and comprehensive understanding of operations, systems and ways of working. ATTRIBUTES: Clear and concise communication is essential to convey complex information effectively. Utilizes/exhibits systemic thinking; gets results by using systems and processes. Ability to dissect complex problems, break them down into smaller components, and analyze data to identify patterns, trends, and insights. Precise attention to detail is essential for analyzing data accurately and avoiding errors that could lead to incorrect conclusions or recommendations. Critically assess information, question assumptions, and evaluate different perspectives to arrive at well-reasoned conclusions and solutions. Adept at identifying challenges, devising creative solutions, and adapting strategies when unexpected issues arise. Strong written and verbal communication skills are crucial for presenting complex findings in a clear and understandable manner to both technical and non-technical stakeholders. A natural curiosity to dig deeper into data, ask probing questions, and seek out new information that might lead to valuable insights. Adapt to changing circumstances, evolving technologies, and new challenges, staying agile in their approach to problem-solving. Work in teams, collaborating with colleagues from various backgrounds to ensure a comprehensive understanding of data and its implication. Handle data responsibly, maintaining data privacy and ethical standards while conducting their analyses. A commitment to ongoing learning and staying up-to-date with industry trends ensures that analysts provide relevant and up-to-date of Form Seeks input, drives for consensus and obtains closure. Demonstrates balanced judgment under pressure. Ability to establish credibility necessary to influence all organizational levels. Actively pursues and supports innovation and continual process improvement. Quick study, analytical, makes decisions using thorough the use of data and process, then moves quickly to action. Sets high performance standards for self and others. Ability to quickly gain the trust and confidence of multiple stakeholders and constituencies. Education and Professional Certification: Four-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major plus min. two years’ experience in the business, management operations at the property or corporate level. OR Two-year graduate degree from an accredited university in Business Administration, or related major plus four years’ experience in a guest experience field required. Master's degree is a plus. Experience within Lodging or Hospitality industries, preferred. 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.

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