flex Manager, Future Property Management Systems
About The Position
This is a temporary position. The FLEX Manager, Property Management Systems Support, provides administrative and operational support for property management systems (PMS) teams including but not limited to Single Pane of Glass (SPOG), Stay PMS, Auto Room Assignment (ARA), Guest Experience Platform (GXP), and Opera Cloud (OCPMS).This role will provide support on service tickets, property-level troubleshooting, training, design, deployment and documentation. This role assists with tracking, reporting, and resolving service requests, maintaining support materials, and coordinating with property teams and system vendors to ensure timely issue resolution and user support.
Requirements
- 4-year Bachelor’s degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related field; OR a combination of education and experience from which comparable knowledge can be gained.
- 2+ years of hotel property management systems experience or other relevant experience including OPERA, Lightspeed, FSPMS and/or FOSSE
- Experience with basic troubleshooting, hotel training and customer service
Nice To Haves
- Recommended experience including subject-matter expertise and operational, technical, testing or development experience with the property management platforms.
- Operational competencies include experience hotel operations experience with FSPMS, FOSSE, LSPMS, and MARSHA, or comparable experience.
- Experience with other Marriott Property Management Systems, including Guest Experience Platform (GXP) and Central Reservation Systems
Responsibilities
- Monitor, log, test and track service tickets and property support requests using tools such as Jira or ServiceNow
- Provide administrative support for issue resolution, including documentation and follow-up with property teams or vendor parters as needed
- Track and update system issues and bugs using tools such as Jira and participate in defect triage meetings to support timely resolution.
- Maintain and update user guides, FAQs, and troubleshooting materials for property staff
- Assist in preparing reports on ticket status, common issues, and resolution timelines
- Coordinate with vendors and internal teams to escalate and resolve property-level system issues
- Support training efforts by distributing materials and logging participation
- Respond to basic user inquiries and provide first-level troubleshooting support
- Document recurring issues and recommend process improvements to reduce support requests
- Assist in the development of training materials, including e-learning modules, job aids, and facilitator guides tailored to various user roles.
- Document frequently asked questions and common troubleshooting steps to support user adoption and reduce support requests
- Help maintain user guides, quick reference materials, and training logs to ensure consistent and accessible documentation.
- Maintain and update proper Service Now ticket-creation guidelines and ensure all teams are aware of correct nomenclature.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Manager
Number of Employees
5,001-10,000 employees
