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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Senior Manager, Quality Assurance & Operations Excellence

Singapore, Singapore Employment contract · Job Posted August 27, 2025
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Job Description

The Senior Manager, Performance Improvement & Development (SMPID), Residential Operations leads and facilitates key components for quality assurance, learning delivery, and pre-opening support. This position focuses on driving performance improvement across Marriott International Residential brands within the continent. The SMPID is also responsible for delivering training programs, supporting property pre-openings, and working closely with various stakeholders to drive and sustain results.

Job Responsibility

  • Responsible for implementing property scorecards to measure
  • Responsible for initiating problem-solving communication with property senior leadership team when necessary, in order to ensure continent success
  • Responsible for sharing best practices within continent
  • Responsible for training and development of new property Leaders on Residential specific training including quality tools
  • Responsible for learning execution including in person and virtual training
  • Responsible for providing support prior to an opening and leading countdown process for residential openings
  • Responsible for distribution of digital Personalized Service Flashcards
  • Responsible for developing and maintaining all scorecards/dashboards
  • Responsible for auditing and maximizing usage of all systems
  • Responsible for Owner Engagement Survey sample, daily participation reporting, bi-annual impact plan audit
  • Responsible for driving engagement on the residential blog
  • Responsible for coordination and facilitation of annual SWOT analysis
  • Responsible for coordination and data submission for annual Breakthrough Leadership reset process
  • Responsible for measurement and communication of Residence Owner spending at co-located hotels and local revenue
  • Responsible for tracking and communicating renovation compliance and post renovation analysis
  • Responsible for oversight of the Owner Engagement Survey Red Zone Strategy
  • Responsible for above property Residences assimilation for specified continent
  • Responsible for environmental program participation and tracking including MESH, ENGIE, Transcendent, Water Safety Program and Water Intrusion
  • Oversight of the annual condo hotel rotation audit with third party auditor
  • Responsible for facilitating Global Audit Process within Continent

Requirements

  • Advanced in MS PPT including dynamic elements, such as videos, visually represented data, and interactive modules
  • Advanced in MS Excel including PivotTables, VLOOKUP, INDEX/MATCH and Data Tables
  • Skills in facilitating improvement strategies, managing quality improvement teams and complex projects
  • Ability to communicate and train all levels of the organization
  • Aptitude to analyze data and prepare reports of findings
  • Practical application of statistical methods and tools
  • Advanced knowledge of MS Teams platform
  • Ability to develop and deliver virtual and in-person presentations and training classes
  • Advanced knowledge of systems including GXP, BuildingLink, Digital Learning Zone, MHUB, MESH, TrueView, Land-It, Just Report It, Gallup Online, Transcendent, Marriott Asset Library, 4DX, Tableau
  • Travel 30% to 50%
  • Flexible schedule

Nice to have

  • Quality improvement team facilitation
  • Group training experience
  • Multi-branded luxury operations
  • Luxury residential operations

What we offer

  • Equal opportunity employer
  • Rich blend of culture, talent, and experiences
  • Fosters an environment of inclusion
  • Dedicated to non-discrimination on any protected basis
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