FLEX Manager, Digital Guest Experience and Empower (GXP)

This is a temporary position.

The FLEX Manager Digital Guest Experience (DGE) GXP is part of the US & Canada Lodging Product Services team. This position provides expertise direction and insight regarding Digital Guest Experience (including Digital Tipping) & Empower Guest Experiences (GXP) operational processes for all participating brands. The position is responsible for assisting in the development and deployment of our Digital and Customer Relationship Management (CRM) applications partnering with the continents to enhance service delivery throughout all touch points including training process improvement standards compliance and system functionality. This position will report to the Senior Director Digital Guest Experience & Operations. The role serves as a business liaison between the Global Operations and US & Canada continent brand/field leaders and Vendor IT development team. Specifically this position provides leadership and direction in three areas:

Digital Guest Experience & Empower Guest Experience (GXP) Training and Support to Properties and Continent Leaders

Digital Guest Experience & Empower Guest Experience (GXP) Enhancements and Process Improvement

• Digital Guest Experience & Empower Guest Experience (GXP) Partnership Management

CANDIDATE PROFILE

Education and Experience

Required

• 4-year Bachelors degree from an accredited university in Business Administration Hotel and Restaurant Management or related major plus 3 years of hospitality leadership experience OR a combination of education and experience from which comparable knowledge can be gained
• Leadership experience in two of the following hospitality areas: Front Office At Your Service (AYS) Housekeeping Guest Relations Front Office Quality Training Sales or CRM
• Knowledge of MARSHA Opera/FSPMS LightSpeed Fosse

Preferred

• Certified Hospitality Trainer and experience facilitating using various methods of training
• Strong working knowledge of all hotel disciplines to include: Front Desk AYS Housekeeping Reservations and Engineering
• Strong analytical skills experience interpreting trends research and metrics in order to design and implement new programs processes and systems enhancements

CORE WORK ACTIVITIES

• Provide operational support for Digital Guest Experience and GXP across brands in the US and Canada.
• Provide insight and recommendations for the development and refinement of DGE and GXP platforms and operational processes that improve platform usability service delivery and adoption.
• Identify property-level performance gaps and partner with continent leaders to implement targeted solutions.
• Design and enhance training materials for on-property and above-property audiences.
• Facilitate workshops and training sessions that build operational capability and support platform effectiveness.
• Participate in continent and global forums to provide guidance updates and operational direction on guest experience platforms.
• Contribute to establish and communicate performance metrics and scorecards to monitor results and support decision-making.
• Support deployment activities for guest experience platforms including launch readiness and in-market execution.
• Analyze operational data to identify service gaps and recommend process improvements and training strategies.
• Contribute to system development implementation defect resolution enhancements and upgrades for Digital Guest Experience and GXP platforms.
• Coordinate project timelines goals and deliverables with internal partners vendors and technology teams.
• Serve as a subject matter expert for Digital Guest Experience and GXP and business partner with key disciplines to ensure successful rollout and implementation of initiatives.
• Build and maintain strong partnerships with cross-functional stakeholders across Continent Operations eCommerce Marriott IT Loyalty Global Operations brand leaders and external partners.
• Monitor mailbox and manage shared communications channels and respond to inquiries escalating complex issues to Senior Leadership as needed.
• Ability to travel up to 50% of the time

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.