Marriott International · 11 hours ago
flex Senior Manager, Performance Accountability
Bethesda, MD
Full-time
Hybrid
Senior Level
$52.06/hr - $72.21/hr
5+ years expMarriott International is the world’s largest hotel company, dedicated to enriching the experience of guests and owners through authentic hospitality. The FLEX Senior Manager, Performance Accountability will support the design and delivery of tools and training to enhance guest experiences and improve performance across various platforms.
LeisureTourismTravel
Responsibilities
Prepare for the deployment of Qualtrics to hotels
Support GQ projects and initiatives aimed at enabling property and above-property leaders to use tools, platforms, or data-driven insights to drive the guest experience across two VOC platforms
Responsible for updating and maintaining training materials and resources as program and stakeholder needs evolve
Dual-Platform Enablement
Support the development and deployment of ITR-focused tools, resources, and training modules tailored for hotels migrating utilizing the Qualtrics and Medallia platforms, ensuring continuity of performance improvement initiatives for on-property and above-property users
Provide project management and support to enable ongoing platforms maintenance and enhancements to GQ platforms that drive ITR. This support includes managing stakeholders, deadlines, and the testing of platform updates across the continent teams
Manage vendor implementation and testing on projects that improve the user experience in QPower and TrueView platforms. Develop communications to support change management
Support Global ITR Efforts: Lead projects to support the global training and communication strategies for the suite of platforms and tools (including QPower, guestVoice, TrueView and other improvement-related tools) to drive awareness, adoption, and knowledge amongst property and above-property operations leaders. Includes:
Develop and implement audience-centric deliverables (webinars, large audience presentations, executive presentations, job aids, modules to support global training programs, training videos, etc.) to influence and train users on how to use tools to drive improvement as products evolve and awareness/training needs emerge
Work closely with Director, Performance Accountability and Sr. Director of Performance Accountability to develop and deploy learning module(s) on guestVoice and/or QPower in the DLZ for new operations leaders based on evolving quality improvement methodologies and platform capabilities
Translate training needs or presentation goals into clear written and verbal deliverables (webinars, Digital Learning Zone (DLZ)/video modules, operator-friendly job aids and best practice documents, executive presentations, etc.) by utilizing strong proficiencies in PowerPoint, Word, and Excel
Implement recommendations for scalable communications and training strategies that will meet stakeholders’ needs, within budget and resource constraints
Other duties as assigned
Qualification
Required
Bachelor's degree in Business, Hospitality, or related field; or equivalent professional experience
5-7+ years in hotel operations, human resources, quality improvement, consulting, education, or training
Strong written, verbal, and presentation skills (virtually and in person); comfortable engaging with senior executives and hotel leaders
Experience designing and delivering training via PowerPoint, Microsoft Teams, and in-person formats, particularly for hotel leaders
Proven project management skills; ability to manage multiple priorities and collaborate with internal and external stakeholders, including third party vendors
High attention to detail, including editing and proofreading
Willingness to travel up to 25%
Preferred
Experience with Marriott's guestVoice and QPower platforms and on-property experience with responsibility for GSS scores or quality improvement
On-property hotel experience. In-depth knowledge and direct experience in hotel operations with deep understanding of property-level challenges and opportunities
Experience developing training programs and operational tools, particularly for hotel operations leaders (e.g. a new-hire orientation guide, training manuals, job aids with step-by-step instructions, classroom activity materials, playbooks, etc)
Strong analytical and critical thinking skills
Benefits
401(k) plan
Stock purchase plan
Discounts at Marriott properties
Commuter benefits
Employee assistance plan
Childcare discounts
Coverage for medical
Dental
Vision
Health care flexible spending account
Dependent care flexible spending account
Life insurance
Disability insurance
Accident insurance
Adoption expense reimbursements
Paid parental leave
Paid sick leave
0.0384 PTO balance for every hour worked
Minimum of 9 holidays annually
Company
Marriott International
Marriott International, Inc.
10001+ employees
H1B Sponsorship
Marriott International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (101)
2024 (84)
2023 (97)
2022 (77)
2021 (37)
2020 (58)
Funding
Current Stage
Late StageLeadership Team
Anthony Capuano
Chief Executive Officer
Naveen Manga
Global Chief Technology Officer
Recent News
IndiaTimes
2025-11-12
2025-11-09
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