Manager, Digital Guest Experiences & GXP Operations, Greater China (one year contractor)

This position will be an integral component of the extended Global Guest Relations Platform operations team, Digital Guest Experiences, as well as a member of Greater China Rooms Operations Team. This role will be responsible for supporting and managing the execution of the overall strategy for Digital Guest Experiences work and EMPOWER: GXP, while managing alignment of continent, discipline and brand-specific priorities. Specifically, this position will assume some parts of being a conduit into the continent for the Global teams, while also supporting the execution of these priorities in-market to strongly enhance the guest experience, create Guest Loyalty and drive Intent to Recommend.

The core accountabilities fall into two main categories, namely:

1) Drive an implementation of new products and services related to Digital Guest Experiences and EMPOWER: GXP. Assess and analyze data analytics to provide enhanced approach development of world-class hotel environment product and services. 2) Drive a continued execution of service excellence in Digital Guest Experiences and GXP frameworks, with target training platforms and value-create priorities with both property leadership and above property teams. 3) Support hotels to optimize platform usage and deliver members’ experience through the development of training and certification tools.

CANDIDATE PROFILE

Education and Experience · University Degree required, with major in hotel operations and/or hotel technology / design strategy. · Minimum 5-years’ experience in a department head position on property in a Rooms leadership role. · Leadership experience in two of the following hospitality areas: Front Office, AYS, Housekeeping, Guest Relations, Engineering, Quality, Training or Sales. · Experience working on projects for mobile guest services or technology-related platforms that relates to operations or guest experiences. · Strong working knowledge of all hotel disciplines to include Front Desk, Executive Lounge, Butler, AYS, Housekeeping, Reservations and Engineering. · Strong analytical skills to ground decision-making and problem-solving. · Strong leadership, listening and relationship-building skills. · Highly effective oral and written communication skills. · Proven presentation and facilitation skills. · Ability to work with multiple stakeholders across multiple brands. · Strong ability to manage multiple projects and responsibilities through a complex and relationship-based organization with ease. · Strong attention to detail - excellent editing and proof-reading skills. · Creative and innovative problem-solving skills - ability to leverage resources. · Solid ability to manage multiple stakeholders. · Possess robust project management skills; project management certification a plus. · Possess strong oral and written communication skills in Mandarin Chinese and English; excellent interpersonal and leadership skills; able to collaborate effectively with others in a cross-functional team.

CORE WORK ACTIVITIES

A. Joint development of world-class products and services with Global Operations to include continent specifications and requirements Build Capability · Facilitate the design and development of products and services within various hotel environments in partnership with the Global Operations -Empower: GXP team. · Serve as a subject matter expert for the Operations disciplines, the development team and other stakeholders as it relates to the on-property products and services. · Leverage available resources within a cross-functional team to maximize efficiencies and speed to market for all operations-technology products and services. · Collaborate with Global Operations on development and enhancement of Empower: GXP capabilities, associate facing mobility, and other priorities to support Digital Guest Experiences and Empower: GXP roadmap.

Manage Relationships · Serve as