Analyst, Service & Culture Delivery

Key Accountabilities

• Lead the program health reporting and associated dashboards for service & culture programs and initiatives.
• Analyze program health data to identify opportunities to improve adoption of tools and program engagement.
• Collaborate in ongoing efforts to improve efficiency, effectiveness, and embedment of service & culture programs.
• Responsible for the service & culture program day-to-day content management across Merlin, Heart of House, and other sustainment platforms/tools to drive performance for owners and operators.
• Provide product management support to service & culture products including Hotel Experience Source, Merlin, and other sustainment platforms/tools.
• Manage purchase orders and assist with budget management for the Service & Culture team.
• Assist in annual planning process by providing key insight into program opportunities.

Key Shared Accountabilities

• Assist with HEC calls
• Insights and analytics
• Work with respective leaders to support service & culture content and platforms.

Key interfaces

• Guest Shared Services
• Global Marketing
• Global Learning
• Global & regional functions
• Hotels

Key metrics

• Adoption of training tools
• Hotel Experience Champion program and product health

Required Education, Experience, Technical Skills and Knowledge

Education

Bachelor’s or master’s degree in Hotel Management, Business, Education, or a relevant field of work – desired but not required. Or an equivalent combination of education and work-related experience.

Experience

2-5 years progressive work-related experience in global hospitality, program, or project management with demonstrated proficiency in multiple disciplines /processes related to the position.

Technical Skills and Knowledge

• Experience in supporting global programs or initiatives
• Understanding of websites, content management, databases, tools, data warehousing, and data mining
• Expertise in managing program health reporting inclusive of website and program performance
• Commercially astute with knowledge of key metrics within the hotel industry – financial, service experience, engagement
• Experience working in a global, culturally diverse organization
• Experience collaborating internal and external stakeholders, including supplier management
• Self-motivated and able to pursue own vision
• Excellent communication skills, both written and verbal; articulate, persuasive & influential
• Fluent in English, bilingual Spanish preferred

Decision Rights

Owns:

• Service & Culture program health reporting
• Service & Culture budget tracking

Influences:

• Service training programs
• Multi-brand solutions training programs
• Hotel and corporate colleague learning curriculums
• Hotel Experience Champion Program
• Annual planning

Work scheme

We operate under a hybrid working model with 4 days in the office and 1 remote day per week, combining in-person collaboration with the flexibility of working from home.