FLEX Senior Manager, Hotel Engagement and Escalations

Marriott • Bethesda, MD • 7h ago

Additional Information

Job Number 25139274

Job Category Sales & Marketing

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20Wisconsin%20Avenue%2C%20Bethesda%2C%20Maryland%2C%20United%20States%2C%2020814)

Schedule Full Time

Located Remotely? N

Position Type Management

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 Marriott's technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world's 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 D+TT 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.

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 D+TT.

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 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.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.

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