FLEX Manager, Digital Guest Experience and Empower (GXP)

Marriott•Bethesda, MD

7d•$42 - $63•Hybrid

About The Position

The FLEX Manager, Digital Guest Experience (DGE) + GXP is part of the US & Canada Lodging Product Services team. This position provides expertise, direction, and insight regarding Digital Guest Experience (including Digital Tipping) & Empower Guest Experiences (GXP) operational processes for all participating brands. The position is responsible for assisting in the development and deployment of our Digital and Customer Relationship Management (CRM) applications, partnering with the continents to enhance service delivery throughout all touch points, including training, process improvement, standards compliance, and system functionality. This position will report to the Senior Director, Digital Guest Experience & Operations. The role serves as a business liaison between the Global Operations and US & Canada continent, brand/field leaders, and Vendor IT development team. Specifically, this position provides leadership and direction in three areas: Digital Guest Experience & Empower Guest Experience (GXP) Training and Support to Properties and Continent Leaders, Digital Guest Experience & Empower Guest Experience (GXP) Enhancements and Process Improvement, and Digital Guest Experience & Empower Guest Experience (GXP) Partnership Management.

Requirements

4-year Bachelor’s degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, plus 3+ years of hospitality leadership experience OR a combination of education and experience from which comparable knowledge can be gained
Leadership experience in two of the following hospitality areas: Front Office, At Your Service (AYS), Housekeeping, Guest Relations, Front Office, Quality, Training, Sales or CRM
Knowledge of MARSHA, Opera/FSPMS, LightSpeed, Fosse

Nice To Haves

Certified Hospitality Trainer and experience facilitating using various methods of training
Strong working knowledge of all hotel disciplines to include: Front Desk, AYS, Housekeeping, Reservations and Engineering
Strong analytical skills – experience interpreting trends, research and metrics in order to design and implement new programs, processes and systems enhancements

Responsibilities

Provide operational support for Digital Guest Experience and GXP across brands in the US and Canada.
Provide insight and recommendations for the development and refinement of DGE and GXP platforms and operational processes that improve platform usability, service delivery, and adoption.
Identify property-level performance gaps and partner with continent leaders to implement targeted solutions.
Design and enhance training materials for on-property and above-property audiences.
Facilitate workshops and training sessions that build operational capability and support platform effectiveness.
Participate in continent and global forums to provide guidance, updates, and operational direction on guest experience platforms.
Contribute to establish and communicate performance metrics and scorecards to monitor results and support decision-making.
Support deployment activities for guest experience platforms, including launch readiness and in-market execution.
Analyze operational data to identify service gaps and recommend process improvements and training strategies.
Contribute to system development, implementation, defect resolution, enhancements, and upgrades for Digital Guest Experience and GXP platforms.
Coordinate project timelines, goals, and deliverables with internal partners, vendors, and technology teams.
Serve as a subject matter expert for Digital Guest Experience and GXP and business partner with key disciplines to ensure successful rollout and implementation of initiatives.
Build and maintain strong partnerships with cross-functional stakeholders across Continent Operations, eCommerce, Marriott IT, Loyalty, Global Operations, brand leaders and external partners.
Monitor mailbox and manage shared communications channels and respond to inquiries, escalating complex issues to Senior Leadership as needed.
Ability to travel up to 50% of the time