Hotel Experience Champion Program Manager

Role Purpose

Manage and execute the implementation of global and regional activations that drive guest and colleague experience through engagement of the Hotel Experience Champion community. 

Key Accountabilities

• Create & cascade annual regional delivery plan to achieve hotel metric performance aligned with global and regional stakeholders.  Consult with cross-functional and regional teams to ensure the necessary logistical network is in place for the operational rollout of plan.
• In partnership with Guest Shared Services, Performance Analytics, Operations, Brand, Corporate Responsibility, Loyalty, Learning & Development, and other relevant stakeholders, coordinate the creation of actionable, performance driving HEC call content.
• Creation and delivery of scheduled call presentations to hotels.
• Lead the execution of the program’s external and internal communication strategy, including call invitations, post-call emails, Brand Challenges, Hotel Bulletin, Source and Champions Corner posts.
• Track attendance and feedback to measure program health and success. 
• Develop and maintain HEC Calendar of activities in partnership with key stakeholders. 
• Co-develop additional training & engagement tools & content where appropriate or lead creation of regional specific programs, tools, and resources for hotels to drive metrics performance with internal stakeholders, including content design & delivery. 
• Ensure all relevant Champion content is readily available in required language.
• Drive the HEC community engagement strategy and foster an active and supportive forum by acting as moderator and primary point of contact for the Champion Community. 
• Develop and maintain HEC communications calendar across all HEC channels and regions.
• Lead and coordinate projects with internal and external agency partners aimed at enhancing or evolving the HEC program globally.

Key Skills & Experiences

Education

• Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.

Experience

• 5-8 years progressive work-related experience in hotel operations with demonstrated proficiency and understanding in one or more functions related to the position including multiple project management disciplines/processes related to the position.

Technical Skills and Knowledge

• Demonstrated project management experience in organizing, planning, and executing small- to large-scale projects from conception through implementation and ability to translate strategic business objectives into successfully implemented activations.
• Fluency in English and Spanish.
• Excellent organizational, verbal and written communication skills for the purpose of providing and presenting information to stakeholders, vendors, management, and staff.
• Demonstrated ability in creating and delivering PowerPoint presentations.