Experience And Culture Curator

JOB SUMMARY

Anchors the luxury repositioning journey through immersive trainings based on Forbes and LQA standards and experience design. Translates aspirational brand vision into consistent frontline delivery. Works with Director of Quality and other operational leaders to develop and implement quality assurance and improvement strategies. Key focus area: Forbes/LQA trainings, luxury experiences, service storytelling, experience audits.
CANDIDATE PROFILE

Education and Experience:

•2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major.
•4 years’ experience in Food & Beverage and Front Office operations, knowledge of Forbes and LQA standards is preferred.
OR
•4-year bachelor’s degree in business administration, Hotel and Restaurant Management, or related major.
•2 years’ experience in Food & Beverage and Front Office operations, knowledge of Forbes and LQA standards is preferred.

CORE WORK ACTIVITIES
Experience and Culture:

•Conducts departmental trainings for operational teams ensuring compliance with Brand, Forbes and LQA standards.
•Supports operational teams in creating unique experiences throughout guest journey.
•Introduces new associates to the foundations of exceptional service, brand programs and quality processes.
•Drives the culture of creating meaningful moments for the guests through “Moments of Marquis” program.
•Maintains awareness on the training tools and resources available through communication via Daily Rehearsal.

Assists Director of Quality with:
Quality Assurance:

•Conducts experience audits and assessments by performing regular site visits, mystery shopper programs, or interviews to evaluate experience delivery and review feedback    from guests, associates, and stakeholders.
•Collaborates with cross-functional teams by working with operations, HR, marketing, and leadership to embed culture and experience goals across departments.
•Reports and communicates outcomes to the leadership.
•Familiarizes associates with the quality reports and how to spot trends in their work areas and initiate root cause analysis.
 Managing Quality Tools
•Ensures that management practices at all levels are aligned with quality tools.
•Uses data collection methods to compile, display, track, and analyze defect trends.
•Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Managing Guest Experience
•Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
•Responds to guest feedback received via post-stay surveys and online reviews.
•Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
•Creates an atmosphere in all properties that meets or exceeds guest expectations.
 Managing and Conducting Human Resources Activities
•Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
•Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
•Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
•Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
•Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
•Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
•Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
•Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

 MANAGEMENT COMPETENCIES

Leadership

•Adaptability – Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
•Communication – Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
•Problem Solving and Decision Making – Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
•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.

Managing Execution

•Building and Contributing to Teams – Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
•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 for self-and/or others to accomplish goals and ensure work is completed.

Building Relationships

•Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
•Customer Relationships – Develops and sustains relationships based on an understanding of customer 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.

Generating Talent and Organizational Capability

•Organizational Capability – Evaluates and adapts the structure of team 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

•Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self-and/or others.
•Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative 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

•  Detail Orientation – The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
• General Hotel Operations – Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest
  Experience & Culture Curator

Basic Competencies – Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning – Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension – Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension – Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing – Communicates effectively in writing as appropriate for the needs of the audience.

 

 

 

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.