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Human Resources Manager in Call Center at Marriott Vacations Worldwide

Date Posted: 11/29/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.


Reporting to the Senior Director, Human Resources, Asia Pacific (SDHR), the Human Resources Manager will function as a business partner to associates of all levels by providing a full spectrum of human resource support. He/she will lead and support the business in recruitment and selection, total compensation, performance management, training and development and associate relations.

In performing the duties, legal regulations as well as operating procedures Marriott Vacation Club International must be complied. The focus is on proactively delivering human resource services that meet or exceed the needs of our associates and contribute to business success.


Generic Expected Contributions

  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.
  • Works to enhance the organization's capabilities through effective staffing and development of others by:
    - using appropriate Marriott interviewing tools to hire the best people available from inside or outside
    - establishing goals and delegating tasks appropriately
    - providing timely coaching and feedback
    - making and rewarding distinctions in performance
    - engaging in progressive disciplinary processes, when appropriate
  • Assists more senior associates in achieving business results by:
    - utilising technical knowledge and skills to enhance business processes
    - establishing priorities for self and, where appropriate, others
    - allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups
    - contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc.)
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

Oversee the Human Resources functions supporting China-based Sales and Marketing operations and support departments; directly managing the Human Resources activities and supporting with the development of all associates.

  • Recruitment and selection
    - Ensure attraction, selection and retention of a diverse workforce in the most cost effective and efficient means to meet business needs
    - Anticipate manpower requirements by comparing business needs with the strengths and weaknesses of existing associates
  • Total compensation
    - Support administration of compensation plans
    - Conduct market surveys to ensure, at minimum, alignment with industry practices
  • Performance management
    - Share relevant, timely information to help others understand and support business objectives
    - Monitor performance appraisal processes, ensuring reviews are conducted in a fair and timely manner
    - Clearly state expectations and boundaries as well as provide necessary guidance and resources when assigning responsibilities
    - Delegate authority and responsibility to others, encouraging them to maximize their potential
    - Leverage on the unique talents of associates
    - Work with associates to identify barriers to success and develop action plans to overcome them
    - Introduce new perspectives to associates to stimulate positive performance
  • Training and development
    - Coordinate and, if appropriate, assist to deliver training programmes such as new hire orientation, technical skills training and management training
    - Share knowledge, innovations and best practices with associates
    - Serve as a personal role model of the change expected of other associates
  • Associate relations
    - Sustain a work environment that focuses on fair and equitable treatment of associates
    - Maintain effective associate communication channels
    - Adopt an open door policy to acknowledge associate problems or concerns in a timely manner, ensuring that associate issues are referred to the Department Manager for resolution or escalated to the Senior Director, Human Resources
    - Recognise and celebrate team successes
    - Encourage others to share their points of view
    - Actively listen and respond to associates
    - Speak clearly and articulately with individuals and groups
    - Deliver constructive feedback with sensitivity to others' feelings
  • Payroll administration
    - Ensure wages are paid in accordance to Local Standard Operation Procedure and local legislation
    - Conduct wage surveys to ensure salaries are competitive in the market and provide recommendations for adjustments to Human Resources Management
  • Strategic
    - Actively assists and liaises with the Senior Director, Human Resources to establish direction and goals for the China HR operations
    - Assist in setting departmental objectives and action plans that are strategically aligned with corporate plans
    - Maintain awareness of interrelationships between on-going activities within the organisation and subsequently plan assignments and allocate resources accordingly
    - Develop cost-benefit analyses to set priorities, choose goals or make decisions
    - Develop and use systems to organise and track information
    - Keep abreast of and capitalise on business opportunities
    - Foster continuous improvements in human resource function by analysing processes, monitoring effectiveness and recommending changes


  • Diploma/Degree in Human Resources Management
  • Service-oriented with minimum 5 years' experience in a similar capacity in the hospitality or service industry
  • Solid functional background in general human resource management
  • Excellent in written and verbal communication skills
  • Good written and verbal communication skills in both Mandarin and English
  • Ability to interact with all levels of associates and management and to build and maintain excellent rapport with all levels of associates.
  • A team player with ability to collaborate with senior management, functional departments and external partners
  • Motivated self-starter, resourceful and independent
  • Strong analytical, problem-solving and decision-making skills
  • Effective conflict management skills
  • Well-organised and capable of managing multiple priorities effectively
  • Strong business integrity and holds sensitive information in confidence
  • Understands and possesses the ability to work in a multi-cultural environment
  • Good understanding of local labour legislation and workforce analysis
  • Keeps abreast of human resources trends and practices within the industry and at the geographical location
  • Proficient in Microsoft Office applications, and a working knowledge of HRIS systems.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.


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