Job Number 23213382 Job Category Owner Services Location Spain Area Office, Carrer de la Marina 19-21, Barcelona, Barcelona, Spain VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management POSITION SUMMARY The Manager Franchise Operations will report to one of the Regional Directors Franchise Operations EMEA. The position is a key member of the EMEA Franchise Support team. The role is responsible for supporting the day to day on property-operational excellence of the EMEA Franchise portfolio in partnership with the overall Franchise Services organization. The position will work directly with EMEA Franchisees, Marriott Brand Operations, the Continental Leadership Team in EMEA (CLS), and all other relevant internal and external stakeholders to ensure that Franchisees are operating their hotels in accordance with Marriott brand guidelines and standards. The position will work directly with the leadership teams on property, guiding performance, providing training, and assisting in roll-out of initiatives and processes. The role will include operational areas such as Rooms, Housekeeping, Laundry, Loss Prevention, Maintenance, Food and Beverage, Culinary, Events, C&B, Recreation and Fitness. The role will be a key contact for queries about Operations, Brand Standards, Loyalty Programs, Brand Audits, Guest Voice, Brand Initiatives and Quality Assurance: Depending on the individual hotel, the role may also be required to provide commercial support under the direction of the Franchise Commercial Support team. The role will require a high-level understanding of the commercial side of the operations, including digital, marketing, public relations, sales, revenue, and finance. SCOPE Location requirements: Fetter Lane, London Language Requirements: High proficiency (speaking, reading and writing) in English and French is required. Secondary Language: A minimum of one additional language required – either Spanish, Portuguese or Italian (fluency). Travel Requirements: There is a 65-75%% business travel required Background: Experience from hospitality chain environment preferred EXPECTED CONTRIBUTIONS Overall Accountable for driving the overall on-property operations performance in accordance with established Key Performance Indicators (KPIs) for the overall Franchise portfolio Accountable for driving a solid growth in Intent to Recommend (ITR) score for the EMEA franchise portfolio Provide daily support to the Franchise property teams on how to effectively deliver, and benefit from the Marriott guidelines, standards and programs 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 Help identify trends and developments within the Franchise portfolio of hotels, establish relevant strategies and 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 strong working relationship with the on-property leadership team, maintaining ongoing communication in person and via other communication methods Establish him/herself as the main point of contact for the Franchise operations on-property teams to create a consistent and streamlined working relationship Provide regular progress updates to Senior Franchise leadership members as directed Complete internal tracking tools and reports to evaluate performance progress against set key performance indicators (KPIs). Help monitor operational results and appropriate metrics to identify and manage business risk, including preparation of operator dashboard, performance rankers etc. Promote and sell ideas persuasively to properties for stimulating business opportunities, improving service, and increasing profitability. Work with Franchisees to pull through Marriott culture initiatives wherever appropriate Respond to and resolves operational requests from key stakeholders. 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. Brand Standard Delivery Acts as a subject matter expert regarding delivery of superior guest services and experiences. Fully versed in all Operations Brand Standards and MI’s Quality Assurance process and program. Be a key contact within the Franchise Support organization to provide guidance and operational support to hotels on a daily basis Communicate relevant brand initiatives and ensure all mandatory brand initiatives are pulled through successfully at the property level. Provide guidance and support to drive engagement in optional initiatives. Driving Performance Identify trends and developments within the Franchise portfolio of hotels Assist in developing processes, systems and an environment that fosters effective 2-way communication Be the 1st level of escalation for Franchisee brand and operational challenges and queries Work with the overall portfolio, and a key focus on priority hotels, to review and recommend actions in areas including, but not limited to: Brand Standard process, audit and results Marriot brand initiatives guestVoice feedback and trends Mobility and Empower performance Marriott Bonvoy performance Establish solid relationships with Franchisees to drive performance in terms of guest service delivery and operational efficiencies/standards Communicate brand appropriate product and/or service standards and specifications, ensuring all hotels operate with respect to EMEA continent and corporate standards Ensure brand and business strategies, standards and initiatives are communicated effectively to Franchisees taking into consideration the different operational set up vs. the managed hotels Support the Brand teams and Continental Leadership teams to test and/or pilot products, programs, concepts, and services with Franchisee operators. Provide feedback for new initiatives spanning multiple disciplines and brands Provide and/or organize trainings for the property teams to use and interact with Marriott systems and tools Property Visits / Diagnostic Services Conduct Property Visits, independently or as part of a group, to evaluate the operation and to develop recommendations and action plans Conduct and deliver diagnostic support from the desktop. Work with Regional Directors Franchise Operations to identify priority list of hotels Develop plans, actions, and recommendations for stakeholders to deliver against the Brand Detractor Process Reference data from multiple sources (e.g., trend research, customer feedback, tests/pilots) and identify opportunities to drive the overall performance of the EMEA Franchise portfolio of hotels Brand, Systems and Process Knowledge Maintain strong and professional working relationship with the stakeholders in the Continental Leadership Team and the Brand Team Strong knowledge and understanding of the Quality Assurance process, including but not limited to guestVoice and Brand Audit Knowledge of Marriott Bonvoy and the ability to manage all initiatives Solid understanding of all operational systems and processes; including but not limited to GXP/Empower, Mobile Services and Land It Keeping fully abreast and informed about all Operational developments, trends and initiatives as communicated by Marriott International Stay on top of franchise and overall hospitality industry trends Training/Development Conduct on property trainings and customized workshops in order to drive operational excellence, including trainings around Marriott’s quality assurance program, guest satisfaction programs and other systems, tools and processes Be a key driver of the pay-to-play consultancy portion of the support structure which is made available to Franchise hotels CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED Successful candidates should possess knowledge and experience as follows: Required Chain hotel 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 preferred Solid computer software skills (i.e., PowerPoint, Excel, Tableau, Word etc.) Solid working knowledge of OPERA (required) and Oracle Micros (preferred) Previous experience within a franchise operation preferred 3+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 enthusiastic about the hospitality industry Is flexible and an initiative-taker Exhibit high levels 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 exceptional knowledge of operations concepts, tactics, and processes. First-hand 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 effective 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. Can 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 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.