Multi- Property Director of Human Resources

Job Number 22205635 Job Category Human Resources Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Develops and implements goals and strategies that serve to attract, develop and retain diverse premier talent which enables the successful implementation of hotel strategies of that cluster of hotels; the brand service strategy and brand initiatives also form a key focus. Utilizes a Human Resource Business Plan aligned with hotel, brand and Regional HR strategies to deliver human resource, staff housing and staff medical services that enable business success. As a member of the executive committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates. Provide a return on investment to the owner and Marriott International. For functional/discipline guidance, has a dotted line to the Area Director Human Resources. SCOPE / BUSINESS CONTEXT A Full Time position based at JW Marriott Marquis Dubai Number of Direct Reports - 6 Titles of Direct Reports – Director of Human Resources - Operations, Director of Loss Prevention and Government Relations - Protocol, Human Resources Manager – Dubai Marriott Harbour; Director of Human Resources – Operations – LMAA and AMLC, Multi-Property Housing Manager, Hotel Nurse CANDIDATE PROFILE Experience Must have prior Marriott experience in GCC with staff housing and large hotel operations (500 rooms plus) Skills and Knowledge Strong interviewing and assessment skills Strong coaching and development planning skills Strong associate relation skills Strong knowledge of labour laws Strong knowledge of labour relations Strong knowledge of workforce analysis Good training and facilitator skills; knowledge of various training methodologies Good event planning skills Knowledge of overall hotel operations as they affect department Knowledge of governmental regulations and safety standards Strong organization skills Financial management skills e.g., ability to analyze P&L statements, develop operating budgets Ability to use standard software applications and hotel systems Strategic planning skills Ability to evaluate business trends, determine applicability to varying Marriott Brand associate profile and modify business strategies accordingly Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a high performing work environment and maximize the return on talent Ability to take constructive action without relying on directions from others Ability to network and build relationships to grow the business Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk Strong problem-solving skills; encourages new innovative solutions when appropriate Strong communication skills (verbal, listening, writing) Effective influence skills Good negotiation skills Effective conflict management skills Strong consensus building skills Effective change management skills Education or Certification High School certification or equivalent required; Bachelor’s Degree or similar preferred CIPD qualification (or equivalent) preferred SPECIFIC DUTIES Recruitment: Attracts hires and retains a diverse non-management and management workforce capable of providing strong functional expertise, creativity and entrepreneurial leadership to the property. Utilizes selection and career planning processes that identify the best candidates for open positions in a cost effective and efficient manner to meet the business needs of the operation. Total Compensation: Markets, administers and maintains a total compensation structure for both non-management and management associates that balances the needs of the business with the ability to attract and retain the best talent and rewards great performance. Training and Development: Develops and administers the property training business plan to ensure the delivery of new hire orientation, service training, compliance and safety training and leadership development training to all associates. Associate Relations: Develops and administers policies and procedures to ensure associates are treated fairly and equitably. Builds and embeds a culture that embraces the brand service strategy and supports the present day business environment. Human Resources Department: Hires, develops and retains a diverse workforce to provide strong functional expertise, creativity and entrepreneurial leadership to the discipline and deliver excellent Human Resource services. Creates and sustains a work environment that embraces the brand’s culture and focuses on fair and equitable treatment and associate satisfaction to enable business results. Owner Relations: Develops a trusting and respectful business partnership with property ownership by meeting or exceeding expectations in human resource management. Housing: manage all housing related tasks for various levels. TECHNICAL EXPERTISE (Learning and Applying Personal Experience) The following are specific responsibilities and contributions critical to the successful performance of the position: Recruitment and Selection Partners with their property executive committee and department heads in the development of the desired candidate profile and execution of the staffing process for management openings. Educates recruiting sources on desired candidate profile for management openings in their hotels. Effectively communicates the benefits of working in the brand to attract candidates. Leverages brand endorsed staffing processes and ensures interviews are conducted according to recommended guidelines, consistent screening criteria is used and only job-related questions are asked. Ensures open positions are advertised in appropriate venues to attract a diverse candidate pool. Ensures employment ads comply with local laws and regulations. All advertisements should highlight information on: the job, the specification, the hotel and the benefits. Ensures that external advertising and promotion follow the UKIMEA Recruitment brand image. Establishes and maintains contact with external recruitment sources e.g., Government managed job services, local colleges, recruitment agencies and community based organizations. Ensures the correct use of the Candidate Management System (I-GRasp) and / or the Marriott HR Management system (PeopleSoft), including optimal use of the Talent Pool. Ensures that the graduate recruitment program candidates and movement of those candidates is fully supported by the hotels in their cluster. Ensures the open position listing is posted in a visible location for both internal and external candidates and updated in accordance with Human Resource Standard Operating Procedures. Facilitates interdepartmental transfers and promotions and transfers or promotions to other properties and brands in Marriott International. Ensures the transfer and promotion of associates is tracked and published. Ensures that where applicable applicants are screened using ASSESSOR (Executive Committee Level positions and upward) or GALLUP (non-management guest contact positions). Networks with local organizations (e.g., Hotel Association) and peers to source candidates for current or future openings. Identifies and records recruitment sources to increase minority and women representation in the workforce and monitors applicant flow and new hire activity. Oversees the selection/non-selection and offer processes to ensure proper procedures are followed e.g., valid reasons for selection/non-selection are stated on screening cards and applicants receive status notifications in their hotel. Ensures background checks and references taken up as per policy are completed and work permits/social security numbers are verified in accordance with Marriott Standard Operating Procedures. Identifies local trends and implements an effective hiring process for the unit to secure the right talent for the right job in a quick and efficient manner. Ensures the area designated for completing employment applications is clean, well maintained and accessible to individuals with disabilities. Monitors labour turnover by conducting exit interviews and compiling and analyzing monthly Labour Turnover Report. Total Compensation Markets and educates associates on benefits package and uses both as a recruiting tool during the hiring process and a retention tool Educates Human Resource team on the various types of benefits available, eligibility requirements and trains team to trouble shoot benefit problems associates may encounter. In addition, provides an overview of associate benefits to the management team enabling them to educate their associates and answer routine questions. Manages associate eligibility review process and changes associates status as necessary; communicates change in status to affected associates. Develops property wage scale and ensures compliance; conducts annual wage survey to ensure hourly rates of pay are competitive in the market; adjusts wages as necessary. Ensures wages are paid in accordance to regionally issued guidelines and local laws e.g., entry level rates paid to new hires, overtime provisions in place and separation pay. Ensures fair and equitable administration of pay increases for promotions, salary adjustments or merit increases. Ensures performance appraisal processes are in place, reviews are conducted in a timely manner and increases are processed. If applicable, oversees payroll administration. Training and Development Uses current best practices for the ‘In the Beginning’ orientation programme as a foundation for developing a creative and educational new hire orientation programme. Educates new hires regarding the brand including its affiliation with Marriott International, business priorities, target customer and competitive set, the product and service strategy. Generates a positive first impression for associates and emphasizes the importance of the brand’s service strategy in the culture; ensures attendance by all new hires and participation of the leadership team. Equips managers with the necessary tools and resources to deliver associate job skills and service training. Ensures departmental orientation process is in place and associates receive the appropriate new hire training to successfully perform their job. Ensures all managers have a current Career Plan and that there is a Talent and Development and Succession Plan (TDAPS) in place for all management positions. Participates in departmental daily stand-up meetings and models desired service behaviours in all interactions with guests and associates. Observes service behaviours of associates and provides feedback to individuals and/or managers; continuously focuses on improving guest service. Supports executive committee and department heads in identifying areas of service improvement. Partners with managers to develop corrective action plans. Conducts property training needs assessment and coordinates enrolment for core management training programs; tracks and documents managers’ participation in training. Leads the development of associates, drives cross-training throughout the property and endorses cross-brand movement. Ensures development plans are in place in accordance with the performance appraisal process, goals are documented and progress towards goal achievement is measured. Ensures compliance training is conducted in accordance with HR Standards/HR Audit (e.g., Fire Safety Training, First Aid). Actively participates in the Regional HR Business Review Calls and HR Meetings. Uses Marriott Global Source and its associated sites as a reference and resource tool. Proposes new content to Regional Office. Develops and champions specific area/region wide HR activities which lead to the improvement of the HR discipline. Ensures that the Marriott orientation program is used exclusively at all properties Associate Relations Ensures effective associate communication channels are established and active in the property e.g., daily stand–up meetings, monthly departmental meetings, regularly scheduled hotel-wide meetings, bulletin boards and HR Diagnostics. Communicates hotel rules and regulations, the progressive discipline policy, Business Integrity Line and the Guarantee of Fair Treatment during orientation and via associate notice boards, other internal communication channels and Associate Handbook. Ensures progressive discipline training is provided to management staff and policy is consistently followed. Ensures proper documentation is maintained on all disciplinary issues. Is highly visible and interfaces with associates on a regular basis to obtain feedback on quality of Human Resources services levels and overall satisfaction; effectively responds to and resolves associate problems and complaints. Leads management team in identifying key drivers of associate satisfaction and assists the team in addressing issues with written plans and actions. Monitors and communicates progress against the plans to both management and hourly associates. Utilizes an “open door” policy to address associate problems or concerns in a timely manner, ensures associates are treated fairly and equitably and that issues are brought to resolution; brings issues to the attention of senior leadership as necessary. Conducts exit interviews on all voluntary separations, tracks and analyzes the results to identify trends and issues; shares information with appropriate management staff. Facilitates a property’s approach to managing the workforce during extended slow periods or economic downturns; i.e., works with leadership team to determine workforce reductions, decrease in hours, cross utilization of staff or other alternatives to meet the financial needs of the business. Develops and administers recognition programs for non-management and management associates (including the length of service program); modifies existing programs or introduces new concepts on a regular basis to maintain associate interest and involvement. Manages the administration of the annual Associate Opinion Survey (AOS), ensuring that the 10 step cycle is followed and that action plans are put in place and followed to ensure score improvement year on year. Keeps abreast of union activity in the area (if any) and monitors work environment for signs of union/third party intervention. Ensures wages and benefits are competitive with local contracts; publicizes and enforces no solicitation, loitering and uniform standards policies. Continually reinforces concepts taught in Positive Associate Relations with management team. Develops effective labour relations strategy and educates leadership team to ensure positive labour relations. Ensures appropriate representation for property during mediation and/or arbitration sessions in accordance with governing union contract (only applicable at properties with third party representation). Represents property during contract negotiations and manages issues related to contract administration (only applicable at properties with third party representation). Human Resources – Department Hires Human Resources non-management and management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation. Ensures new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job. Ensures team members are cross-trained to support successful daily operations. Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all human resources team members. Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures. Participates in departmental daily stand-up meetings and models desired service behaviours in all interactions with associates. Sets expectations and holds Human Resource team accountable for service behaviours related to delivery of HR services. Empowers associates to provide excellent guest service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand hotel associate expectations. Ensures service, technical skills and leadership training occurs in the department to support successful daily operations. Establishes and maintains open, collaborative relationships with direct reports and entire human resources team. Ensures direct reports do the same for their team. Ensures that regular on-going communication takes place in human resources to communicate daily activities, set expectations and create awareness of business objectives; be effective at two way communication with their GM and the regional HR team. Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner. Ensures associates are treated fairly and equitably; brings issues to the attention of the General Manager as necessary. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard, Regional and Local Operating Procedures (SOPs, RSOP and LSOPs). Benchmarks departmental standards using the HR Audit, HR Balance Score Card, HR Diagnostics, Standard, Regional and Local Operating Procedures. Celebrates successes and publicly recognizes the contributions of team members. Ensures departmental participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Spirit to Serve our communities day). Administration Ensures associate files contain required paperwork (e.g., employment application, reference checks, Information Protection Agreement, job description, etc.), are properly maintained and secured and meet data protection, and other legal requirements. Ensures terminated associate files are retained for the required length of time. Establishes procedure for accessing, reviewing and auditing associate files and ensures compliance with Data Protection legislation. Stores and maintains Corporate, Regional and Local Standard Operating Procedures (SOPs, RSOPs and LSOPs) Develops and maintains property job specifications/descriptions. Maintains Human Resource Management System (PeopleSoft HRMS and Oracle or its equivalent) in accordance with Human Resources Standard Operating Procedures. Ensures proper documentation of all progressive disciplinary action is kept in associate file. Ensures performance evaluations and merit increase paperwork are maintained in associate files. Ensures all regulatory information is posted as required by local law. Maintain files to demonstrate Brand Standard Audit compliance (regarding training etc.). Owner Relations As a member of the hotel executive committee, attends owners meetings and provides meaning or context to the Human Resources results (retention statistics, critical open positions, associate satisfaction, training initiatives and results); demonstrates an understanding of owner priorities. Proactively addresses potential areas of concern and proposes solutions to owners. Is knowledgeable of all Human Resource related management contract requirements and ensures compliance with contract and reporting requirements. Housing Organize and manage all housing related tasks Initiate and be involved in all projects Proactively manage all issues related to housing Other Performs other duties as assigned to meet business needs. 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. Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose 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. Managing Execution Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals. 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 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 own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit. Talent Management - Provides support 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. Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct. 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. OTHER Safety and Security Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Notify Loss Prevention/Security of any guest reports of theft. Policies and Procedures Follow company, hotel and department policies and procedures. Follows Marriott International Hotels Limited Regional Office policies and procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors and Management. Working hours as required to do your job but normally not less than 48 hours per week. Guest Relations Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust. Assist other employees to ensure proper coverage and prompt guest service. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Communication Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to guests and co-workers using clear, appropriate and professional language. Talk with and listen to other employees to effectively exchange information. Working with Others Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit. Physical Tasks Enter and locate work-related information using computers and/or point of sale systems. Stand, sit, or walk for an extended period of time or for an entire work shift. Read and visually verify information in a variety of formats (e.g., small print). Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. 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 portfolio of brands includes both JW Marriott and Marriott Hotels. Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.