FLEX Manager, Operations Deployment

Job Description

Job Number 23193630
Job Category Administrative
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY This is a temporary position. Flex Staff position supporting the Digital Guest Experience programs in Global Operations (GO) department. This position is a member of the GO Digital and Mobile Guest Services team. The purpose of this role is to work towards the objectives of the Digital and Mobile Guest Services as well as Guest Experience & Rooms Operations teams for all brands in continent to ensure continued execution of service excellence in the digital and guest experience frameworks. Minimal travel may be required. The main responsibility for this position is to serve as a subject matter expert to coordinate and partner with stakeholders, iT, project teams, vendors and hotels to coordinate activities and drive issues to resolution. Specifically, will be responsible for:
1. Supporting the implementation of Mobile Guest Services, acting as a liaison between hotels, project teams and vendors to drive successful implementation and support a smooth transition for hotels.
2. Identifying issues and problems via vendor interaction
3. Serve to assist other members of the Digital Guest Experience team in troubleshooting complex issues, requiring above property access and knowledge of multiple systems, including, but not limited to all PMS systems, MPG, Lock Vendor Software, EMPOWER, ServiceNow.
4. Track and escalate trending issues to relevant parties to work towards root cause resolution.
CANDIDATE PROFILE
Education and Experience
Required
• 4-year bachelor's degree from an accredited university in Hotel and Restaurant Management, Business Administration, Engineering Information Technology, Information Systems, or related major; or minimum of 5 years of relevant experience.
• Experience with one or more of the PMS systems (FSPMS, FOSSE, LightSpeed, Opera)
• Experience working with external vendors and systems.
• Experience providing above property support to hotels for technology
• Expertise in above property Mobile Guest Services
• Experience with large technology initiatives and processes needed to lead and or support delivery and ongoing support
• Experience working with international teams and supporting global systems and operational processes
Preferred
• Possesses excellent project management skills and ability to independently manage multiple projects and competing priorities.
• Possesses substantial knowledge in Microsoft Office programs such as Word, Excel, PowerPoint, OneNote and SharePoint.
• Proficiency and comfort level with technology and iT configurations.
• Ability to work with cross-functional team to achieve results in a remote environment.
• Excellent written and verbal communication skills, with strong attention to detail and follow through
• Manages group and interpersonal conflict situations effectively.
• Ability to negotiate and create win-win situations.
• Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.
• Solid organizational and analytical skills for planning, coordinating and monitoring implementations.
• Ability to clearly articulate activation plans for key stakeholders, including senior leaders.
• Open to change and possesses an entrepreneurial spirit.
• Full service hotel experience or knowledge of operations across all disciplines.
• Multi-brand experience.
• Strong proven knowledge of trending technology and industry trends.
CORE WORK ACTIVITIES
Leadership
• Manages accountability for compliance of MIP-44 guidelines, specifically but not limited to compliance related to expense reporting activities.
• Analyzes customer survey data and identified areas of opportunities. Responsible for facilitating improvement plans between stakeholders and team.
• Provides direction and support to designated projects and new discipline initiatives as assigned.
• Identifies operational risks or issues and escalates appropriately.
Driving for Results and Innovation
• Identifies key drivers of business/discipline success and aligns focus on the critical few to achieve results.
• Identifies operational challenges associated with the discipline and partners with the leadership to solve these challenges and/or develop alternative solutions. Solicits stakeholder feedback on support processes and follows through on the result with appropriate partners.
• Facilitates departmental feedback, capture and provide recommendations for resolutions, progress or improvement
• Identifies trends, gaps or patterns in business processes and lead strategies to improve implementation tools, processes and team performance.
• Manages partnership with properties. Facilitates and sets expectations with properties for level of support and accountability expected.
• Collaborates and communicates amongst team through technology such as Microsoft Teams, Smartsheet, etc.
• Provide analysis of success measures and make recommendations on new and improved implementation strategies.
Managing Execution
• Reacts to property requests and corresponds with stakeholders to manage business demands and documents within department guidelines. Identify trends and provide recommendations for proactive solutions.
• Manage the development, and implementation of various cross discipline projects, including proper tracking mechanisms, analysis and reporting of results.
• Determines relevant success measures and creates and manages regular status reports of project data for tracking effective completion.
• Collaborates to meet department and discipline deployment goals.
• Utilizes technology to analyze business processes and create efficiencies within the organization.
• Partners with project team to lead project meetings, training sessions, etc.
• Processes and approves expense reports within guidelines of MIP-44; internal LSOP’s and Concur expense.
• Performs other duties as assigned to meet business needs.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.