Director, Performance Accountability

The Director, Performance Accountability, is part of the Global Operations (GO) organization), where we work to enrich the experience of the stay – creating value for guests and owners while advancing authentic hospitality. The GO department is known for taking ideas into implementation across all brands, disciplines, and continents. This role collaborates with Performance Accountability team members to support Performance Accountability projects and initiatives centered on the development and implementation of tools, resources, and platforms that enable property and above-property leaders to drive guest experiences at hotels globally. This role supports the design, delivery, and sustainment of Intent to Recommend (ITR)-focused tools, resources, and training that help property and above-property leaders use QPower and guestVoice (Qualtrics and Medallia) to improve guest experiences and on-strategy performance. The position partners across Global Quality (GQ), Performance Accountability, Continent Operations, Owner & Franchise Services (OFS), platform vendors, and internal stakeholders to ensure that operators can efficiently interpret VOC signals, and take action that positively influences Guest Satisfaction Survey (GSS) scores. The Director will oversee others’ work, as needed, to achieve business objectives.