FLEX Manager, Property ResApp Product Support

Marriott•Bethesda, MD

19d•$42 - $60•Hybrid

About The Position

The Manager, Property ResApp Product Support will focus on core defects resolution and documentation required to support up-to-date L&D courses, Job Aids and Knowledge Articles. This role with partner with Global Technology (GT) to focus on maintaining ResApp stability through defect awareness, documentation of known issues and workarounds, and comprehensive testing across ResApp, Non-Connected, and Past Stays functionality. In addition, this role will further support DTT by partnering with the Business Transformation Office (BTO) to communicate issues impacting properties and validate Property Task Lists for deployment waves. This role will support ServiceNow (SNOW) escalations and audits, in addition to creating support templates.

Requirements

4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
4+ years’ relevant experience in reservation sales or revenue management, lodging/hospitality industry experience across multiple brands, strategic planning, or a related discipline

Nice To Haves

3+ years’ experience working in MARSHA, HPP, MarRFP and preferably EMPOWER Reservations
2+ years’ experience in reservations related disciplines, working directly with Full Service/Lifestyle/Luxury brands

Responsibilities

Support execution and readiness of reservation system product releases, including agile releases of shop & book, loyalty, and booking path enhancements
Manage defect awareness, testing, and cross-functional release coordination
Advocate for Property/GXP users to prioritize enhancements, defect resolution, and system capability improvements with Global Technology partners
Partner with GXP Global Technology to identify and prioritize fixes for Non-Connected and Past Stay capabilities
Track, manage, and resolve technology and business process gaps through defect triage, testing, and follow-through
Lead or support design, testing, and rollout of new reservation system capabilities and business processes
Provide recommendations to improve property reservation sales processes and programs
Maintain and update training and support materials (job aids, L&D content, knowledge articles, support templates) to drive adoption
Partner with Learning Development and Delivery teams to ensure effective training development, delivery, and sustainment
Support change management and communication strategies to ensure a consistent global field experience
Coordinate and streamline communications related to connected systems solutions and known gaps
Serve as system SME supporting product release communications and business process impacts
Partner with Continent Leadership (Operations, Sales, Revenue Management) to align on plans, deliverables, and issue resolution
Provide regular status updates and reporting to Reservation Product and Revenue Management leadership
Collaborate with Continent, SNOW, and Discipline teams to understand product usage and operational impacts
Schedule and support Office Hours and sustainment activities with region and discipline partners
Manage assigned work and projects, delivering results accurately and on time
Analyze data and insights to solve problems and recommend optimal solutions
Prepare reports, presentations, and executive-ready updates as needed
Provide technical expertise and functional knowledge to stakeholders inside and outside the department
Stay current on systems, processes, and technologies and apply new knowledge effectively
Communicate clearly and professionally with leaders, peers, and partners while managing time and priorities effectively