Crisis Coordinator, CALA

JOB SUMMARY 

The CALA Crisis Communications Coordinator is a pivotal member of the CALA crisis team, serving as the central hub for day-to-day support in crisis management and communications. This position is a connector into the CALA Commercial Services team, in-market PR shared service team and CALA hotel teams, ensuring rapid and accurate information flow during crisis situations. Key responsibilities include monitoring the crisis communications inbox, updating the CALA crisis talking point library, responding to urgent media requests, drafting crisis statements for review, crisis monitoring, compiling incident reports, and supporting crisis training coordination. This position reports to the Sr Manager, Crisis Communications and partners with the wider CALA Comms + PR team. The crisis coordinator is a vital link for stakeholders across the region, ensuring alignment and consistency in crisis messaging. The position is home-office based in Mexico City, Mexico. 

CANDIDATE PROFILE  

Education and Experience  

• 2-year degree from an accredited university in communications, journalism or public relations 

• 2+ years' crisis communications or issues management experience in a corporate/brand/hotel/PR agency environment 

• Strong written and verbal communication skills in English and Spanish 

• Familiarity with popular consumer and industry relevant media outlets in the US and CALA 

• Strong interpersonal and relationship-building skills 

• High degree of integrity, confidentiality, and sound judgment under pressure 

• Strong organizational and planning skills 

• Ability to work independently and as part of a crisis response team 

• Agility to effectively manage multiple tasks simultaneously and adjust priorities 

• Proficiency in Microsoft Word, Outlook, PowerPoint, Excel, Cision, Muckrack 

CORE WORK ACTIVITIES  

Crisis Communications 

• Develop crisis media materials, including statements, fact sheets, talking points, and executive remarks 

• Track crisis incidents and assist with communications for hotel or regional emergencies, including drafting and distributing statements 

• Maintain the CALA crisis communications pipeline and talking point library 

• Compile executive briefs for crisis interviews and panels 

• Maintain and update the CALA crisis media contact list 

• Respond to urgent media requests and coordinate interviews during crisis events 

• Support ideation and execution of crisis communications initiatives and activations 

• Compile and distribute crisis updates for CALA and global stakeholders (e.g., incident snapshots, crisis calendars) 

• Manage and pull crisis-related reports from monitoring platforms (e.g., Cision) 

• Review and distribute monthly crisis coverage reports to internal stakeholders 

• Coordinate translations for crisis materials 

• Monitor CALA Crisis mailbox 

Department Support   

• POC for crisis information requests by various stakeholders, such as media, senior leadership, hotel teams 

• Create presentations for senior leaders, as needed 

• Maintain CALA Crisis Communication channels and file sharing platforms 

• Support CALA Comms team with projects, as assigned 

• Support coordination of PR team Meetings, as needed 

• Review, process invoices; keep detailed invoice and budget trackers; monitor department travel budget 

MANAGEMENT COMPETENCIES  

Leadership 

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.    

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. 

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action. 

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 

Managing Execution 

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals. 

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. 

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed. 

Building Relationships 

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.   

• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.  

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. 

Generating Talent and Organizational Capability  

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.  

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. 

Learning and Applying Professional Expertise 

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others. 

• Business Acumen - Understands and utilizes business information to manage everyday operations. 

• Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct. 

• Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media. 

• Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences. 

• Sales Ability:  Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients. 

• Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty. 

• Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers' business strengths, weaknesses, and key issues that can inform sales strategies and plans. 

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.  

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). 

• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. 

• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. 

• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. 

• Writing - Communicates effectively in writing as appropriate for the needs of the audience 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

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