FLEX Manager, Command Center Operations

Marriott • Bethesda, MD

4h • Hybrid

About The Position

The
Manager,
Command Center Operations
will
support the
Global
Command Center
in
the
execution of
the overall operating model
for
The Power of M
transformation.
The Power of M is a multi-year effort to transform Marriott’s
technology and business process ecosystem, evolving it to deliver on our vision
to become the world’s favorite travel company.
The
Business Transformation
Office (BTO)
has been
established
to enable and accelerate
The
Power of M
through unique approaches to strategic planning, program management, change
management, experience and business process design, continent coordination, and
deployment.
As part of the BTO and aligned with the Global Command Center,
this
leadership role will serve as
a specialist expected to rely upon
experience,
imagination
and
teamwork to rapidly address
anticipated
challenges
that occur during deployments.

As a member of the Global Command Center team,
the
Manager, Command Center
Operations
will work across multiple property systems and collaborate with
different vested teams to
return impacted hotels to
full functionality.
Under
the leadership of the Senior Manager, Command Center Operations,
these
leaders
will
respond as a collective to time sensitive challenges
that are
related to
go-live tasks and
critical
milestones
for deploying
hotels.
Collaborating
and communicating
with multiple
stakeholders
to ensure
their respective needs are met.
Working as a cohesive team to
divide and
address
task-oriented
duties while also partnering with senior leadership to
work on long term solutions
for any project to which they are assigned.

This position is
based on site at Marriott International Headquarters.

Requirements

• 4-year degree is preferred from an accredited university in business, information systems, or equivalent combination of education and experience.
• 2+ years of relevant professional experience in hospitality, event management, or communications related discipline preferred.
• A demonstrating progressive career growth and pattern of exceptional performance within a fast-paced environment.
• Excellent collaborative skills. The ability to work as part of a team to fairly divide tasks and work to ensure it is completed in the fastest & most accurate manner possible.
• Excellent project management skills, with the capability to manage multiple projects concurrently.
• Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
• Proven ability to drive compliance and governance across distributed teams.
• Strong presentation, facilitation, and stakeholder communication skills.

Nice To Haves

• Prior hotel / market experience and/or knowledge of Marriott lodging systems / business processes is preferred. This includes MARSHA, Lightspeed FSPMS, FOSSE, Empower, CI/TY, Passkey, and/or ResApp.
• Strong familiarity with Microsoft 365, ServiceNow, Power BI, Monday.com and Power BI.

Responsibilities

• The Manager, Command Center Operations will require shift flexibility as this includes 24-hour operations during certain deployment periods (including weekends)
• Develop property management system (PMS) skills to an expert level in order to best address time sensitive work on the hotel’s behalf.
• Function across interconnected systems to ensure information is as accurate as possible so hotels can return to expected operational function.
• The ability to prioritize urgent assignments in a manner consistent with Command Center expectations.
• Maintain presence and communication through official communication channels to provide status updates, progress and/or request additional assistance.
• Request and maintain sufficient permissions in requisite systems to independently complete assigned tasks.
• Generate and distribute reporting to highlight team progress. Participate and make recommendations on Root Cause Analysis efforts.
• Meet with teams and stakeholders to better understand their challenges. Quickly take action on those issues and report back on progress within agreed upon deadlines.
• Assimilate into established teams to assist with heavy workloads as needed, ensuring sound communication practices when partnering.
• Assist with ServiceNow ticket resolution within tracks of expertise, by either actioning them directly or escalating it to the correct level.
• Maintain team readiness for escalations and urgent requests.
• Report on any observed problems that require further investigation and resolution.
• Perform additional tasks as required.

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also 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, and paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees