Reports to: Director, Openings (APEC) Consumer Operations Department: Consumer Operations
JOB SUMMARY
As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) to support team and/or department objectives. Generally works autonomously or within well-established guidelines to complete routine tasks.
SPECIFIC JOB SUMMARY
The MARSHA Implementation Manager is primarily responsible for managing the new opening or hotel conversion reservations systems process, including the coordination and delivery of training to prepare the associates at hotels within Marriott International; responsible for delivering training courses related to Reservation Sales and systems, and supporting custom training requests as needed Also responsible for managing the successful implementation of the Phase I and Phase II end to end process. This position will travel and may require between 50 and 95% travel, with an average of 10-20 days at each hotel installation. This position is often away from their home location for up to 2 consecutive months or more. The primary focus of travel may be throughout Southeast Asia; however, travel outside of the locations specified will also be required. The leading candidate will ideally live in a gateway city within Southeast Asia or a nearby country that is easily accessible from a major international airport (for example: Bangkok, Singapore & Kuala Lumpur).
CLS Generic Expected Contributions
Performs the following types of basic tasks: analysis, auditing, budgeting, forecasting, programming, research, report generation, and software integration.
Responds to, solves and makes decisions on standard/routine business requests with limited risk.
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
Assists more senior associates in achieving business results by:
utilizing technical knowledge and skills to enhance business processes.
establishing priorities for self and, where appropriate, others.
allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contributions
Manage the critical Phase 1 and Phase 2 packet process, working with hotel, market or regional revenue leaders and relevant business owners to ensure effective initial set up of hotel information and rate structure
Work with the Reservation/Revenue Leader to review pre-cutover or new opening activities are on timely manner (MARSHA Database Packet, High Performance Pricing, etc)
Coordinate training classes with property directly, and/or brand representative and/or area or regional representative for overall training schedule and conversion timeline
Monitor digital learning completion, serve as a resource during the process and develop follow up action plan when needed.
Provide training for all reservations system functions, as well as related systems ie MARSHA/EMPOWER Reservation App, and MARSHA/EMPOWER Groups & Inventory module related to reservation sales and inventory set-up
Conduct training for Reservations related systems, including Group Housing Solutions, High Performance Pricing, MarRFP, OSCAR, CTAC, eFAST, MRDW, etc
Conduct MARSHA configuration training and audit the associated systems for content and accuracy
Provide on-the-job monitoring when new users handle live reservation phone calls.
Schedule and deliver Advanced Sales Agent Training courses focusing on feature and benefit selling.
Provide feedback to associates on performance and conduct one-on-one training sessions as needed.
Manage the data migration of reservations and groups for conversion projects
Manage the organization of pre and post MARSHA activities such as converting reservations from existing system into MARSHA and building future group blocks. Implement and manage the reservations conversion timeline and adjust as required; determine if additional resources are required to ensure that conversion is completed and accurate; maintain flexibility to adjust timelines based on changing deadlines
Maintain reservation sales training program (material and content)
Assist the team with any documentation and communication as needed.
Liaise with internal and external contacts such as Opera training team and/or external vendor resources to ensure that interface and systems processes are in place and functional.
Responsible for supporting special projects from continent and HQ project roadmap as assigned by manager.
Note: Some tasks mentioned as MARSHA may be replaced in the future with a new platform powered by Salesforce. This role is expected to carry out all similar tasks outlined above as replaced by the new reservation platform.
CLS Generic Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
A professional position with general knowledge of Reservation Sales and Marriott Revenue Management Pricing Philosophies. College degree and/or related experience typically required.
Specific Candidate Profile
Minimum two years Revenue Management experience preferred
Minimum of one year exposure to MARSHA preferred
Solid understanding of the MARSHA/Opera interface recommended, but not required
Knowledge of systems related to job role included High Performance Pricing, One Yield, MarRFP, eFAST, Marriott Reservation Data Warehouse, etc strongly recommended
Ability to work with limited supervision
Ability to work with a diverse group of individuals
Ability to identify problems and follow through to resolution
Interpersonal and self-management skills
Flexibility with multiple changes and different situations
Strong organizational skills
Excellent platform and delivery skills
Creativity and energy
Strong time management skills
Project management skills
Strong sense of team work and cooperation with internal and external business partners
Strong command of the English language – generic multi-lingual preference.
Willing to travel often
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
