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The Director, Front Office Operations & Business Process (Cloud PMS) is part of the Global Operations (GO) department which is responsible for taking ideas into implementation across all brands, disciplines, and continents. This position is part of the GO Global Property Management Systems (GPMS) team and will support the deployment and future PMS strategy for the continents globally including international regions.
The Director will coordinate, plan, and implement all requirements to achieve integration, deployment, and business results for the Cloud PMS Strategy globally. They will provide subject matter expertise for the Cloud PMS strategy development including system and operational subject matter expertise relating to business processes, operational processes, interfacing enterprise systems, new property openings, conversions, and future acquisitions. This resource will develop and document business processes, operational procedures, policies, and best practices for PMS and participate in requirements, design approvals, UAT, Beta, Pilots, and supporting the deployment of this strategy.
The core focus areas for this role are:
Design, Develop and Support future PMS Strategy specifically focused on Cloud PMS
Work with properties globally to implement the Cloud PMS program
Connect PMS System to integrated CRS
PMS Subject Matter Expertise
CANDIDATE PROFILE
Education and Experience
Required:
4-year bachelor’s degree from an accredited university in a related field appropriate to work of position; plus
8+ years of hotel experience or other relevant experiences using property management systems or related work experience
Required Experience:
Experience with Property Management Systems and/or operational experience
Experience with operations and technology initiatives; in addition to experience with processes needed to support delivery and ongoing support
Strong leadership skills
Strong project management skills
Solid ability to manage multiple stakeholders and is self-motivated
Ability to problem-solve and leverage resources to optimize department capabilities
Strong oral and written communication skills; excellent interpersonal and leadership skills; able to collaborate effectively with others in a cross-functional team
Strong analytical skills to ground decision making and problem solving
Confident ability to present to large and executive level audiences
Experience working with external service providers
Strong process management, negotiating, influencing, and problem resolution skills
Position in located in Bethesda and is not remote based
Preferred Experience:
Property Experience desired
Experience working with external finance/accounting and technology service providers (Accenture Hospitality Services)
CORE WORK ACTIVITIES
Leads design + development of the future PMS Strategy
Provide subject matter expertise in the future PMS strategy providing system and operational subject matter expertise relating to business processes, operational processes, interfacing enterprise systems, new property openings, conversions, and future acquisitions
Participates in assessment of PMS impact related to new initiatives such as hotel conversions and acquisitions, enhancements to PMS or integration with related programs (e.g. Marriott Bonvoy integration, MARSHA)
Provides operational input into future systems enhancement or integration designs to ensure operational requirements are met effectively
This role will support work globally in various time zones and will be asked to be available outside of US/Canada business hours
Develops and documents business processes, operational procedures, policies, and best practices for PMS
Represents the PMS team with Continent IT, Continent Lodging Services (CLS) and Opening + Transitions Teams
Participates in requirements, design approvals, UAT, Beta, Pilots, and supporting the deployment of this strategy
Partners with stakeholders of other disciplines to identify operational needs, review enhancements and or integration, prioritizing and ensuring that specifications are met
Connect PMS System to integrated CRS
Participates in discovery process, requirements and integration of existing PMS to integrated CRS
Develops and documents business processes, operational procedures, policies, and additional operational training documents as needed
Provides PMS subject matter expertise and support integration and on property transition
Partner with Marriott’s Global Technology team and stakeholders to ensure operational impact is identified; and processes are identified to mitigate operational impact
PMS and Operations Business Process Subject Matter Expertise
Participates in managing and providing subject matter expertise for new initiatives with future PMS system impacts and/or dependencies
Partner with global continent stakeholders
Provides PMS subject matter expertise and support to new brand acquisitions
Partner with Marriott’s Finance Business Partners and Stakeholders
Partner with Marriott’s Accounting & Finance Service Providers (Accenture Hospitality Services)
MANAGEMENT COMPETENCIES
Leadership
Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace
Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods
Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action
Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values; remains composed and focused even in high-stress situations
Strategy Development – Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes
Managing Execution
Building and Contributing to Teams – Participates as a member of a team to advance common goals, while fostering cohesion and collaboration among team members
Ability to Work Independently – Proven ability to advance work products with limited guidance and oversight, consistently bringing well-reasoned points of view to discussions with manager and other leaders
Strategy Execution – Ensures successful execution across business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes
Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required
Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed
Building Relationships
Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with Marriott’s service standards
Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships
Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential
Generating Talent and Organizational Capability
Organizational Capability – Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit
Talent Management – Provides support and feedback to help individuals develop / strengthen skills and abilities needed to accomplish work objectives
Learning and Applying Professional Expertise
Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others
Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges
Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Demonstrates working knowledge of discipline-specific systems, tools, and business practices
Basic Competencies – Fundamental competencies required for accomplishing work activities:
Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers)
Mathematical Reasoning – Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues
Oral Comprehension – Listens to and understands information and ideas presented through complex conversation
Reading Comprehension – Understands written English at a level that allows fluid professional communications
Writing – Communicates effectively in writing, and can tailor writing style to suit the needs of variable audiences
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
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