Sr. Manager, Associate Relations

JOB SUMMARY 

The Senior Manager Associate Relations works as a member of the US & Canada Associate Relations & HR Field Services, reporting to the Senior Director Associate Relations.   

The Associate Relations & HR Field Services Team supports our company’s multiple brand hotels, Customer Engagement Centers and Shared Services and serves as a centralized Associate Relations resource to associates, managers and leadership for the purpose of identifying and mitigating risks, promoting compliance and championing company culture. This is achieved by providing consistent and accurate HR advice, consultation, education, guidance and by conducting thorough, efficient, and timely investigations.  The Senior Manager works towards issue resolution in accordance with current company policy, process, and practice.  

The Senior Manager position will support Canada multi-branded properties, and Shared Services and Customer Engagement Centers (CEC) across the US/Canada and works closely with Canada Human Resources Professionals, MSB General Managers, Canada regional leadership, and leaders in the US/Canada for our Shared Service and CEC teams.  This position will also work closely with the Area Directors of Associate Relations, other members of the Associate Relations team, and Centers of Expertise (CoE’s) to support the department, function and/or area objectives. They may also interact with Vice President, HR, and Area Directors of Associate Experience.     

Generally, this position will work with considerable independence, prioritizing work to support the US/Canada Division HR strategy and minimize risk of employment liability to the business.   

CORE WORK ACTIVITIES 

The Senior Manager Associate Relations: 

• Supports associate relations responsibilities, which include, supporting multiple brands in our full service and Marriott Select Brand (MSB) portfolio, Customer Engagement Centers (CEC’s) and Shared Services on Associate Relations and HR issues which carry high or medium risk for the Company, primarily to the area for which he/she is assigned, however will support other areas as required. 

• Acts as an above property point of escalation on appropriate matters reported through mechanisms such as our Guarantee of Fair Treatment, Open Door or Appeal Process, and Business Integrity Line. 

• Consults on matter of compliance (provincial/state/federal) as well as corporate governance. 

• Consults on the application of HR Standard Operating Procedures, Local Standard Operating Procedures and Policies. 

• Assists, as needed, with the development of performance improvement plans.  

• Consults and aids when needed on property level Associate Relations investigations. 

• Reviews and/or completes investigation closure notes for accuracy and thoroughly adheres to all approval requirements for Business Integrity Line and other cases.  

• Communicates effectively with Area Director of Associate Relations (ADAR) on any issues/concerns relating to General Managers or Executive Committee in Full Service and MSB hotels (where applicable), to evaluate the issue and determine the best strategy for investigation.  

• Utilizes analytical reports and dashboards produced from Global Associate Relations Case Management (CM) system to identify trends. Contributes to the creation of appropriate market case data and trend analysis reports by using data reporting and analytical tools.  

• Ensure Directors of Human Resources and MSB leaders are knowledgeable of any changes to employment law.  

 Strategic Leadership 

• Presents alternative solutions to issues by leveraging the broader HR organization. 

• Provides support for Brand initiative and national strategies policies and programs. 

Managing Execution / Building Relationships 

• Establish strong partnerships with Human Resources Professionals at a property and above property level, MSB GM and hotels operators and other above property leaders.  

• Able to communicate effectively across all property management and above-property levels. 

• Recognize problems or issues for follow-up with correct business partners with suggestions for improvement or change.  

• Consults/collaborates with company employment attorneys to mitigate employment liability. 

• Consults/collaborates when needed with Labor Relations area leads. 

• Creates and maintains proper documentation on all cases including logging in a timely, accurate and thorough manner, adhering to all Case Management (CM) business rules. 

• Completes all case management system (CM) reporting requirements in a timely and thorough manner. Communicates recommendations to business partners related to policy review, communication, training and/or system enhancements to address identified trends. 

• Participates in Department and market HR meetings, as requested and approved.  

• Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and act independently to improve and increase skills and knowledge.  

Other 

• Performs other duties as appropriate 

• Travel potential (up to 10% - to include department meetings, in person training etc.) 

• Telecommute potential 

CANDIDATE PROFILE 

Experience and Skills 

• Three or more years of experience in either hotel-based HR management position or Corporate Staff HR 

• Experience with associate relations in a culturally diverse work environment 

• Experience in interviewing and investigations techniques  

• Knowledge of compensation, staffing, labor relations and fair employment practices 

• Knowledge of Affirmative Action, EEO, and Guarantee of Fair Treatment 

• Literate in employment law for Canada with ability to learn key US state laws 

• French language skills preferred 

• Maintains confidentiality and shares information with only those who have a need to know 

• Models, coaches and holds others accountable for leading ethically and with a high degree of integrity. 

• Able to prioritize completing deadlines and perform in a matrix environment 

• Ability to learn/use company computer programs and systems as well as developing and utilizing analytical business reports. 

• Demonstrates self-confidence, energy and enthusiasm 

• Strong coaching and problem-solving skills for decision making 

• Able to “influence without authority” 

• Presents ideas, expectations and information in a concise, well-organized way 

• Manages group or interpersonal conflict situations effectively  

• Able to effectively assess risk against business benefit and keep leaders informed about key issues 

• Able to network and build business relationships effectively primarily over the telephone 

• Strong Customer Service skills 

• Strong communication skills (verbal, listening and writing).  Able to communicate effectively and professionally over the telephone and/or in writing. 

Education or Certification 

• Bachelor’s degree preferred 

• SHRM or HRCI certification preferred (CP, SCP, PHR, SPHR, GPHR, or CPHR)