FLEX Senior Manager, Hotel Engagement and Escalations
FLEX Senior Manager, Hotel Engagement and Escalations
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Job Description
This is a temporary position.
JOB SUMMARY
The FLEX Senior Manager Hotel Engagement & Escalations is a key member of the Business Transformation Office (BTO) team reporting directly to the Sr. Director Change Management and Communications Business Transformation Office US and Canada. The primary focus of the BTO over the next few years is designing and delivering the Digital and Technical Transformation (DTT) a multi-year effort to transform Marriotts technology and business process ecosystem enabling Marriott to deliver on our vision to become the worlds favorite travel company. The BTO was established to enable and accelerate these changes through unique approaches to strategic planning program management change management experience and business process design continent coordination and deployment.
The FLEX Senior Manager Hotel Engagement & Escalations will partner with the Sr. Director Change Management and Communications Business Transformation Office US and Canada to coordinate and send proactive communication to hotels track hotel engagement during deployment and manage outreach to hotels who are not engaged. This role will partner closely with colleagues throughout the entire DTT Program including (but not limited to) Global Change Management Communications Deployment Associate Experience Learning and U.S. and Canada stakeholders. Success in this role requires strong communication skills attention to detail the ability to manage and maintain accurate records collaboration on response efforts to strengthen overall hotel engagement as well as a willingness to deliver on difficult and time-sensitive requests. This position is a hybrid role located at Marriott Headquarters in Bethesda MD.
CANDIDATE PROFILE
Education and Experience
Required
- At least 5 years of progressively responsible work experience in the lodging industry leading operations disciplines with proven outstanding customer relations skills
- Demonstrated experience across Franchising Select Brands Operations Reporting & Analysis and Project Management with a strong ability to navigate cross-functional priorities.
- Strong communicator with excellent written verbal and interpersonal skills; adept at tailoring messaging to diverse stakeholders and influencing without direct authority.
- Proven ability to build strong relationships to leverage information and insights across key groups and drive results
Preferred
- Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
- Skilled in analyzing performance trends and KPIs to deliver actionable insights and effectively communicating those insights to stakeholders.
- Experience using Smartsheet and/or PowerBI.
- Experience using Salesforce Marketing Cloud a plus.
CORE WORK ACTIVITIES
- Manage distribution of communications in advance of deployment kickoff.
- Track properties who are not engaged by proactively monitoring status of KPIs and respective due dates.
- Proactively call properties to validate contact information and/or re-engage in deployment.
- Maintain accurate tracking record call history and provide clear next steps.
- Update i systems of record with new contact information obtained during hotel outreach.
- Register properties for deployment webinars .
- Manage distribution of email communications to re-engage properties using Salesforce Marketing Cloud
- Collaborate with key stakeholders on cross-functional engagement and escalation efforts.
- Proactively keep immediate supervisor informed of status or items flagged for further discussion.
- Identify trends collect and share feedback from properties on how to improve the deployment process.
- Partner with peers within the communications team to respond to stakeholder questions in the program inbox.
- Perform other duties as assigned to support the deployment and communications for DTT.
The pay range for this position is $52.06 to 78.80 per hour.
FLEX opportunities offer coverage for medical dental vision health care flexible spending account dependent care flexible spending account life insurance disability insurance accident insurance adoption expense reimbursements paid parental leave 401(k) plan stock purchase plan discounts at Marriott properties commuter benefits employee assistance plan and childcare discounts. Benefits are subject to terms and conditions which may include rules regarding eligibility enrollment waiting period contribution benefit limits election changes benefit exclusions and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid for candidates within a commuting distance to Bethesda MD.
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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Senior Manager
Employment Type
Full-Time
