Job Number 24115781Job Category AdministrativeLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementThis is a temporary position.The FLEX Manager, Operations Deployment will be supporting the Digital Guest Experience programs in Global Operations (GO) department. This position is a member of the GO Digital Guest Experience team. The purpose of this role is to work towards the objectives of the Digital Guest Experience 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:
Supporting the implementation of Digital Guest Experience, acting as a liaison between hotels, project teams and vendors to drive successful implementation and support a smooth transition for hotels.
Identifying issues and problems via vendor interaction
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.
Track and escalate trending issues to relevant parties to work towards root cause resolution.
CANDIDATE PROFILEEducation and ExperienceRequired
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 Digital Guest Experience
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
Subject Matter Expertise in one or more systems in the Digital Guest Experience Environment
Subject Matter Expertise in one or more of the PMS systems
Advanced experience working with external vendors and systems
Advanced experience providing above property support to hotels for technology
Experience with organizational transformation projects
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 ACTIVITIESLeadership
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.
LEADERSHIP COMPETENCIESCreate Belonging - Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion.
Is aware of how own behaviors impact others.
Respects others and welcomes their differences in perspectives, backgrounds, and experiences. Actively listens, anticipates, and delivers on the needs of customers and associates.
Fosters loyalty by building rapport and communicating effectively with partners/customers
Develop Others - Develop diverse, inclusive, and high-performing talent and teams
Shows an understanding of performance expectations and works with manager to set and prioritize developmental goals.
Builds relationships to attract top talent and participates in the hiring and on-boarding process for new associates.
Models company culture of service, opportunity, respect, fair treatment, and inclusion.
Lead Change - Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs.
Demonstrates agile thinking and courage; adapts to changing or stressful situations by staying calm and focused, remaining optimistic, asking clarifying questions, and using available resources.
Communicates effectively by expressing ideas concisely, actively listens and responds to others with understanding, and appropriately interprets verbal and non-verbal behavior.
Displays professionalism and gains respect from others.
Makes effective and timely decisions by collaborating with others, asking questions to gather information, and identifying and considering alternatives and possible impact.
Learn & Excel - Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities
Sets career goals and identifies areas for development; takes steps to achieve goals using available resources, seeking challenging assignments, sharing learnings and best practices with others, and completing assigned training on time.
Identifies innovative ways to improve productivity as well as associates and external partner/customer satisfaction.
Demonstrates technical excellence by maintaining up-to-date knowledge of job-relevant technologies, performing technical and complex tasks to solve problems, and by communicating the benefits of specific techniques in area of expertise.
Continually strives to learn and build expertise in new areas, and identify ways in which to apply skills, knowledge, and insights across situations and tasks.
Deliver Results - Set ambitious goals, create alignment, and drive execution.
Learns from mistakes and takes responsibility for being innovative and delivering work that exceeds requirements.
Contributes to setting shared goals for the team or department and works effectively with team members to meet shared goals.
Stays organized and manages workload by requesting and using available resources, prioritizing activities, and making adjustments when appropriate, and anticipating and discussing possible challenges to completing assigned work with manager.
Accepts feedback and coaching and incorporates changes into work and behaviors.Salary Range $30.36-$41.35Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.The application deadline for this position is 1 day after the date of this posting, 7/2/24.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.