Assistant Manager, Quality Accountability Programs (APEC)

Marriott International · Singapore

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The Assistant Manager, Quality Accountability Programs, APEC, is responsible for managing and coordinating Marriott International's Accountability Program and Red Zone Re-imagined initiative across the Asia Pacific (excluding Greater China) region.

This position serves as the primary program coordinator for underperforming hotels, ensuring effective execution of recovery strategies, tracking progress against accountability metrics, facilitating stakeholder alignment, and supporting hotels in successfully achieving sustained performance improvement.

The role partners closely with Area Directors of Operations, Hotel General Managers, Quality Leaders, Brand Teams, Global Accountability, Product Integrity, and regional Operations teams to improve guest satisfaction, strengthen compliance with Marriott standards, and accelerate the recovery of Red Zone properties.

CANDIDATE PROFILE 

Education and Experience 

Experience

• 3-5 years of hotel operations, quality, guest experience, performance improvement, or project management experience.
• Experience managing cross-functional projects involving multiple stakeholders.
• Strong understanding of hotel performance metrics and guest satisfaction programs.
• Experience working with reporting and analytics tools.

Technical Skills

• Advanced Microsoft Excel.
• Power BI reporting and dashboarding.
• PowerPoint presentation development.
• Data analysis and performance reporting.
• Project management tools and methodologies.

CORE WORK ACTIVITIES 

Accountability Program Management

• Manage the day-to-day administration of the APEC Accountability Program.
• Maintain accountability dashboards, reports, trackers, and performance monitoring tools.
• Monitor hotel performance against Accountability metrics, including: 
  • Guest Satisfaction (ITR/GSS)
  • MI Health Check results
  • Renovation Compliance metrics (To be implemented) 
• Coordinate Accountability cycle reviews and prepare executive summaries for regional leadership.
• Ensure Accountability communications, notices, and program updates are delivered accurately and on time.
• Support governance processes related to Accountability Status, Red Zone escalations, and Clean Slate progression.
• Liaise with Global Accountability teams regarding program enhancements, audits, reporting requirements, and compliance matters.

Red Zone Re-imagined Program Leadership

• Serve as the regional coordinator for the APEC Red Zone Re-imagined Program.
• Track all Red Zone properties and monitor recovery progress throughout each accountability wave.
• Facilitate structured recovery plans for Red Zone hotels, ensuring: 
  • Root cause analysis is completed.
  • Corrective actions are documented.
  • Timelines and ownership are established.
  • Progress is continuously monitored.
• Coordinate monthly Red Zone review calls with hotels, Area Teams, and Brand stakeholders.
• Identify risks to successful recovery and proactively escalate concerns.
• Support hotels in achieving Clean Slate status through sustained performance improvement.

Performance Analytics & Insights

• Analyze guest satisfaction data, operational audits, and quality performance trends.
• Identify systemic issues and recurring drivers of poor guest experience.
• Develop executive-ready presentations and performance reports for senior leadership.
• Create predictive analyses to identify at-risk hotels before they enter Red Zone status.
• Partner with Data & Analytics teams to improve reporting efficiency and visibility.

Hotel Recovery & Improvement Support

• Support the development of hotel-specific recovery action plans.
• Coach and guide hotel Quality Leaders / Property Leaders on accountability requirements and best practices.
• Coordinate follow-up activities and monitor completion of committed actions.
• Share best practices from high-performing hotels and successful recovery examples.
• Assist hotels in identifying resources, training, and support mechanisms needed to accelerate improvement.

Stakeholder Management & Communication

• Act as the central point of coordination between: 
  • Global Quality Accountability
  • APEC Operations
  • Brand Teams
  • Area Directors of Operations
  • General Managers
  • Quality Leaders
  • Product Integrity Teams
  • Regional Engineering team 
• Prepare leadership updates, briefing materials, and executive presentations.
• Coordinate communication plans related to Accountability Program initiatives and Red Zone activities.
• Ensure alignment across stakeholders regarding expectations, timelines, and recovery priorities.

Program Governance & Process Improvement

• Maintain program documentation, SOPs, and governance guidelines.
• Support continuous improvement of Accountability Program processes.
• Ensure data integrity across accountability systems and reporting platforms.
• Identify opportunities to simplify processes, automate reporting, and improve hotel engagement.
• Participate in regional and global projects related to Accountability, Quality, and Performance Excellence.

MANAGEMENT COMPETENCIES 
Leadership

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses 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. 
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• 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.

Building Relationships

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder 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.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability 

• Organizational Capability - Evaluates and adapts the structure of 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

• 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.
  ◦ Creative Expression-The ability to generate novel ideas or strategies, and to communicate them with unusual, clever, or novel methods that captivate and influence others.
  ◦ Brand Management-The ability to generate marketing strategies that create brand recognition and differentiation and ultimately have a positive impact on customer relationships and business profitability.
  ◦ Creative Expression-The ability to generate novel ideas or strategies, and to communicate them with unusual, clever, or novel methods that captivate and influence others.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

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