EMEA Franchise Operations Intern - Marriott International, Inc

Marriott International, Inc | London EC4A

Description : EMEA Franchise Operations Intern. Company : Marriott International, Inc. Location : London EC4A

Job Number 23094235
Job Category Management Development Programs/Interns
Location Europe Office - London, Barnard's Inn 86 Fetter Lane, London, London, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

The Franchise Operations Support Intern will report to the Franchise Operations Support Manager EMEA and with a dotted reporting line to the Director Franchise Operations EMEA. The position plays a central support role in the EMEA Franchise Services team. The position will provide administrative support to the Franchise Operations team, senior Franchise leadership team and the EMEA portfolio of hotels.

The role will focus on supporting and coordinating all training, webinars and immersion programs, internal and external communication including monthly dashboards, regular review, and maintenance of SharePoint files and Oasis. The role entails significant administrative tasks such as planning and coordinating internal/external meetings, support with program implementations, tracking and follow-ups.

As a result of the rapid growth of the Franchise portfolio occasionally the Franchise Operations Support Intern will be required to support in ad-hoc project management work and reporting. The role will also support in developing, updating, and maintaining various reports and tools used for account management to drive on-property performance. In addition, the role is expected to support in the coordination, planning and preparation of property visits by the EMEA Franchise Operations team.

The role will interact with the Franchise Services team, on-property leadership team members, including General Managers, as directed by the EMEA Operations team. The Franchise Operations Support Intern will also link in with other disciplines and be a business partner to the Continental Lodging Services, Franchise Information Systems, Pre-Opening Services, Loyalty, Franchise Owner Relations, Franchise Finance, Continent Brand Operations, and other relevant Continent team members as required.

The role will support the EMEA Franchise Operations Account Managers driving the overall portfolio performance by ensuring Franchisees are operating their hotels in accordance with Marriott’s brand guideline, performance zones and standards. The role will also assist in developing tools, resources, programs, and processes to support the expansion of the EMEA Franchise division. There will be a strong focus on developing and maintaining scalability of programs, systems and resources relating to the Franchise Services team. The role will include operational areas including, but not limited to, Rooms Operations, Housekeeping, Laundry, Loss Prevention, Maintenance, Food and Beverage, Culinary, Events, Conference & Banqueting, Recreation, Fitness and Marketing.

The role will support in responding to and follow up on queries about Operations, Brand Standards, Loyalty Programs, Brand Audits, Guest Voice, Brand Initiatives and Quality Assurance as required.

The position may on a limited scale have to partake in conducting on property trainings, and workshops in addition to property performance visits. The role will also, within a more limited scope, work directly with above-property teams and other Franchisee stakeholders.

SCOPE

  • Location requirements: Fetter Lane, London
  • Language Requirements: High proficiency (speaking, reading, and writing) in English is required.
  • Secondary Language: A second language French and German is highly preferred.
  • Travel Requirements: There is a 10-15% travel estimated for this role; with periods of higher travel requirements
  • Skills: strong analytical skills and expert knowledge in Excel, PowerPoint, database management and business intelligence software

EXPECTED CONTRIBUTIONS

  • Strategic business partner to the Franchise Operations team members providing daily support to the team
  • Key stakeholder in coordinating, supporting, and overseeing support structures, shared files, programs and processes covering operational elements with the support of the Franchise Operations Support Manager EMEA
  • Providing ongoing administrative support to the Franchise Operations team members and Sr. Franchise leaders.
  • Support the development and execution of various training and immersion programs to the EMEA Franchise portfolio; both in person and virtually.
  • Tracking and follow-up of programs and standards compliance.
  • Supporting Account Managers with communication and education of hotel teams on various programming, brand compliance, standards, and implementation initiatives as required
  • Together with the Franchise Operational team, accountable for driving the overall on-property loyalty operations performance in accordance with established Key Performance Indicators (KPIs)
  • Assist in analyzing and identifying trends and developments within the Franchise portfolio of hotels, assist in establish relevant strategies and help execute against these accordingly.
  • Develop and maintain a strong understanding of all operational programming, including but not limited to guestVoice, loyalty programming, mobile services, Empower and quality assurance processes.
  • Prepare and develop presentations to support various strategic initiatives and account managers
  • Develop a solid understanding of Operations Brand Standards and MI’s Quality Assurance process and program.
  • Coordinate and support the execution of discipline specific training classes in partnership with members of the Franchise Team, Learning and Development and the Brand teams.
  • On an ad-hoc basis, support in conducting on property trainings and customized workshops to drive operational excellence, including trainings around Marriott’s quality assurance program, guest satisfaction programs and other systems, tools and processes
  • Assist in communicate relevant brand initiatives and support the Franchise teams in ensuring all mandatory brand initiatives are pulled through successfully at the property level. Provide guidance and support to drive engagement in optional initiatives
  • Effectively communicate brand and operational specific programs and expectations to the field as directed by Senior leadership
  • Act as a business partner to all Franchise discipline team members, providing operational technical and business expertise to assist properties in achieving optimum operational performance results
  • Support the development of internal tracking tools to evaluate performance progress against set key performance indicators (KPIs). Monitor results and appropriate metrics to identify and manage business risk
  • 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.

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED

Successful candidates should possess knowledge and experience as follows:

Required

  • Experience from a chain environment (preferred)
  • Expert knowledge PowerPoint and Excel
  • Excellent spoken and written English
  • Another European language (preferred)
  • Knowledge of Tableau and or Power-bi (preferred)
  • Strong analytical skills
  • Strong administrative skills
  • Database management skills (preferred)
  • Knowledge of OPERA and POS systems (preferred)
  • Minimum 1 year 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 passionate about the hospitality industry
  • Is flexible and a self-starter
  • Exhibit a high level 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 excellent knowledge of operations concepts, tactics and processes.
  • Hands-on 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 strong 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.
  • Is able to 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 the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?