flex Manager, Transitions US + Canada

Marriott Hotels Resorts•Bethesda, MD

About The Position

The FLEX Manager, Hotel Transitions will support the successful execution of transitioning hotels across all Marriott International brands in the US & Canada. This position will partner with key stakeholders including Legal, Development Asset Management, Owner Franchise Services (OFS), Accenture, franchise management companies, and other stakeholders in the transition process including on the ground hotel teams executing the transition. This position will report to the Senior Team Leader, Openings & Transitions.

Requirements

Project and Process Management Experience
Strong hotel/market experience and/or knowledge with and familiarity of Marriott lodging products and brands.

Nice To Haves

4-year Bachelor’s Degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management or related major.
5+ yrs Hotel Operations experience
Hotel Front Office or Rooms operations experience
Experience with and strong working knowledge of Marriott systems: MARSHA, FOSSE, FSPMS, Lightspeed, Opera, OneYield, MiNT, guestvoice, Empower, Land-It, Digital Learning Zone, mDASH, Product Catalog, Identity Shoppe, SNOW, OASIS, etc.

Responsibilities

Provide support for multi-unit project management for hotel relicensings. Managed to franchise, and terminations (100-130 annually)
Provide remote support for hotel relicensings and managed to franchise transitions through email, calls, webinars, Microsoft Teams, and facilitate video conference calls to hotels undergoing management changes.
Overview EID creation process, registration for business applications, audit user access, and complete access removal and registration for incoming management companies.
Review overall performance of hotel in areas including digital performance, guestVoice, loyalty, and accountability; discuss best practices and targeted focus areas
Coordinate initial contact and email notifications to owners/managers and conduct introduction calls to review the Management Transition Support program.
Identify transition support needs, complete quarterly reviews of the support program, provide process/document recommendations and implement enhancements on an as needed basis.
Design tools and resources to train and provide post transition support to properties.
Coordinate training needs for incoming management companies.
Manage system exit process for hotel terminations ensuring brand integrity, guest service, and data management inclusive of overseeing the reservation relocation process.
Facilitate communications within Marriott regarding divestitures, closing of sales and reservation systems, guest notifications, shared services, and removal of proprietary items.
Retrieve and track requested due diligence reports
Develop and maintain relationships with internal stakeholders assigned to process transitions.
Conduct quarterly calls with internal stakeholders (guestVoice, Empower GXP, EAS, OFS, Contract Admin, MESH, mDASH, BSA, CI/TY etc.) to ensure program meets objectives of Marriott’s strategic focus
Travel to terminating hotels to facilitate the Exit Walk and complete the Exit Walk Report.
Active participation in testing of new applications to be launched to franchise community (Marriott Identity Portal, mDASH, etc.)
Act as point of escalation for owners/franchisees to assist with access issues to systems, inclusive of ServiceNow (SNOW) ticket management.