Mgr-IT Hotel Openings

JOB SUMMARY

The Manager, Information Technology - CALA Hotel Openings & Conversions is a key contributor to the CALA IT organization who provides project management, installation coordination and training services to support the success of hotel openings, conversions, transitions, and special projects across all brands within the region. The Manager, Information Technology - CALA Hotel Openings & Conversions provides support throughout the duration of the project (before, during, and after hotel opening or conversion) to all relevant stakeholders including franchise partners, vendors, on-property personnel, and Marriott Global Technology. They are responsible for managing the project and coordinating the work performed by several technology groups within Marriott as well as external vendors to achieve compliant, timely, and on-budget completion of tasks and deliverables. To enable successful handoff of the project to on-property personnel, they provide training to business clients on the efficient use of business systems and applications, most notably on the OPERA PMS. The Manager, Information Technology - CALA Hotel Openings & Conversions provides additional leadership and guidance to clients within the CALA region on system upgrades. Lastly, they provide support on various Marriott Global Technology initiatives such as beta testing and worldwide opening and conversion support. 

CANDIDATE PROFILE   

Education and Experience

Required

Bachelor’s degree or equivalent combination of education and work experience  4+ years’ experience in or knowledge of hotel technology operation experience including knowledge of standard operating procedures  2+ years’ experience of managing on-property projects and implementation of new technology programs in a hotel environment  2+ years’ experience working with international properties  2+ years’ experience configuring and operating Opera PMS or Opera S&C  Ability to develop and foster business relationships with diverse groups from the community, stakeholders, and other entities (client, vendor, peers, cross functional partners) Demonstrated ability to apply technology-enabled solutions to business problems Highly organized and able to handle multiple priorities.  Comfortable with complexity, ambiguity, and change.  Results oriented; delivers results under difficult conditions and demonstrates balanced judgment under pressure.  Innovative thinker and agile learner; able to readily apply past learning in new situations to generate solutions to Marriott challenges and/or create something entirely new.  Proficiency in verbal and written communications in both English and Spanish required. Ability to travel up to 50%-70% throughout the CALA region, which will vary considerably in duration and timing, as dictated by the needs of our customers.  Occasional worldwide travel outside of the CALA region to support projects in other regions on an as needed basis.  Comfortable working in multiple settings including home office, on property, and while traveling. 7+ years’ management and/or hotel operations experience 5+ years ’  project management experience managing on-property or above property projects

Preferred 

Proficient and familiar with the CALA Technology landscape Proficiency in verbal and written communications in Portuguese is a plus.  Previous working experience with MARSHA CRS Previous experience or certification with training facilitation preferred. Experience in Agile development/concepts Experience analyzing and documenting processes System-related professional certifications desired such as SAFe, Opera, ITIL.

CORE WORK ACTIVITIES   

New Property Openings/Conversion IT Project Management 

Act as the project lead and represent the CALA Regional IT team during onsite implementation for assigning opening projects, new builds, and conversions and serve as the primary contact and escalation point for cross functional stakeholders including franchise partners, vendors, on property personnel, and Global Technology.  Leads the IT transition for hotel deflags and Managed to Franchise/Brand to Brand conversions Manages multiple overlapping projects (openings/conversations/other) Identifies creative solutions to business requirements, analyzes the strengths, opportunities and presents alternative recommendations Gain and maintain alignment across all relevant stakeholders throughout duration of project to ensure success of the opening/conversion project.  Manages all pre-work activities in preparation for on-site and/or remote implementation/training including scheduling, vendor management coordination, pre-work requirements and communications in the lead up to onsite implementation.  Communicate requirements and delegate authority and responsibility to operations leaders and Application Champions and vendors to ensure that project tasks and deliverables are successfully completed on time and in accordance with all relevant Marriott standards and requirements. Maintains an awareness of the inter-relationships among on-going activities on the project and plans work assignments and resource allocations accordingly.  Continuously evaluate, document, and communicate updates to keep all relevant stakeholders informed of project status and ensure projects are adhering to budgets and deadlines.  Proactively identify, resolve, and escalate risks and system performance issues as appropriate to ensure on time and on budget execution of deliverables with minimal or no disruption to guest services and revenue generation.  Conduct cost-benefit analyses and identify cost saving and revenue producing opportunities through the efficient use of technology in collaboration with vendors and Marriott HQ partners to strategize optimal solutions and support hotel leadership decision making for the project.  Completes written reports in English detailing work completed, outstanding issues and recommendations for each property visit. Distribute to hotel, regional offices and other stakeholders as needed.  Provide a seamless response to the information technology needs of opening hotels in conjunction with other Marriott IT functions and vendors. Provides post implementation support to the property as assigned by the Director, CALA New Property Openings & Conversions or asked by hotel within scope of the project.  Ensure successful handover of new hotel/conversion.  Ensure the successful onboarding of Application Champions and other key associates of new hotels including timely and effective delivery of training, documentation, and business relationship turnover to CALA IT Field Operations Area Director. 

Technical Project Execution 

Manages and completes project tasks for Opera conversions/installations.  Connects various hotel systems to Marriott’s central systems such as MARSHA – Marriott’s centralized reservation system, Peoplesoft – Marriott’s back office and finance system, Empower GXP – Guest Experience Platform and Marriott Bonvoy (SGI) – Marriott’s Guest travel rewards system. Validates software and shell version is the most current version. Assists the Oracle Hospitality project team with the conversion and cut-over process and any other duties necessary to ensure an on-time and successful installation. Assists with the update of installation documentation as required. Performs Systems audits as directed with focus on Opera PMS.  Performs quality assurance and acceptance testing of installed systems.  Coordinates integration or interfacing where required to third party installed solutions (building management, door locks, energy management Supports Opera system upgrades with project management, system configuration changes, training and testing. Drives and executes the installation of Marriott standard systems and applications such as Freedom Pay, Marriott Mobile Key, Mobile Dining (Iris), and other Marriott initiatives. 

Property Training & Marriott Technology Standards Compliance

Responsible for coordinating all aspects of training required by on-property staff for successful opening/conversion including training class schedule and classroom setup and/or web conferencing tools as appropriate.  Delivers high quality, consistent training experiences to staff so they can effectively understand and apply the subject matter on the job in accordance with Marriott processes and standards. Training content includes, but is not limited to: Opera Property Management System Marriott standard processes Marriott Bonvoy handling MARSHA 2-way interface (including but not limited to Error log, Certificate processing and input standards) Training delivery (train-the-trainer) Certify internal staff and IT Trainers on successful training completion Communicate Marriott’s technology standards to Property IT Managers, vendors, and all other relevant personnel and ensure compliance through on-site visits and design review. This includes adherence to: Marriott International Policies (MIP) Information Security Manual Initiatives (ISM) Brand standards Local requirements

Global Technology Business Support 

Contribute to ongoing leadership discussions and regular Global Technology Opening collaborations to facilitate best practice sharing and guide technical, operational, and strategic decisions that benefit the CALA continent  Stays abreast of new processes, actualizations, and knowledge of the systems related to IT discipline and apply learnings to process improvements and cost saving or revenue generating opportunities for the business.  Conduct and/or support pilot testing of new products and initiatives as needed.  Ensure any local statutory requirements for data privacy/protection and fiscal regulations are met and escalate compliance discrepancies as needed. Provide ad-hoc support to hotel openings, conversions, and special projects worldwide as required by business demands.

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.  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 move toward the completion of common goals while fostering cohesion and collaboration among team members. Strategy Execution – Ensures successful execution across of 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 the company’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 and 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 - Understanding and utilizing 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 Opera PMS or Opera S&C configuration and operation Training methodologies Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Using basic computer hardware and software (., personal computers, word processing software, Internet browsers, . Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. Reading Comprehension  - Understanding written sentences and paragraphs in work related documents. Writing  - Communicating effectively in writing as appropriate for the needs of the audience.

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.

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