Assistant Manager, Quality Accountability Programs (APEC)

What you'll do

• Manage the day-to-day administration of the APEC Accountability Program.
• Maintain accountability dashboards, reports, trackers and performance monitoring tools.
• Monitor hotel performance against accountability metrics such as guest satisfaction (ITR/GSS), MI Health Check results and renovation compliance metrics.
• Coordinate accountability cycle reviews and prepare executive summaries for regional leadership.
• Ensure accountability communications, notices and program updates are delivered accurately and on time.
• Support governance processes for accountability status, Red Zone escalations and Clean Slate progression.
• Liaise with Global Accountability teams on program enhancements, audits, reporting requirements and compliance matters.
• Serve as regional coordinator for the APEC Red Zone Re-imagined Program.
• Track all Red Zone properties and monitor recovery progress through each accountability wave.
• Facilitate structured recovery plans for Red Zone hotels, covering root cause analysis, documented corrective actions, timelines, ownership and continuous progress monitoring.
• Coordinate monthly Red Zone review calls with hotels, Area Teams and Brand stakeholders.
• Identify risks to successful recovery and proactively escalate concerns.
• Support hotels in reaching Clean Slate status through sustained performance improvement.
• Analyse guest satisfaction data, operational audits and quality performance trends.
• Identify systemic issues and recurring drivers of poor guest experience.
• Develop executive-ready presentations and performance reports for senior leadership.
• Create predictive analyses to identify at-risk hotels before they enter Red Zone status.
• Partner with Data & Analytics teams to improve reporting efficiency and visibility.
• Support the development of hotel-specific recovery action plans.
• Coach and guide hotel Quality Leaders and Property Leaders on accountability requirements and best practices.
• Coordinate follow-up activities and monitor completion of committed actions.
• Share best practices from high-performing hotels and successful recovery examples.
• Assist hotels in identifying resources, training and support mechanisms to accelerate improvement.
• Act as the central point of coordination between Global Quality Accountability, APEC Operations, Brand Teams, Area Directors of Operations, General Managers, Quality Leaders, Product Integrity Teams and the Regional Engineering team.
• Prepare leade