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FLEX Manager, Command Center Operations

Marriott International HQ
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This is a temporary position

JOB SUMMARY 

The Manager, Command Center Operations will support the Global Command Center in the execution of the overall operating model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriott’s technology and business process ecosystem, evolving it to deliver on our vision to become the world’s favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO and aligned with the Global Command Center, this leadership role will serve as a specialist expected to rely upon experience, imagination and teamwork to rapidly address anticipated challenges that occur during deployments.  


 

As a member of the Global Command Center team, the Manager, Command Center Operations will work across multiple property systems and collaborate with different vested teams to return impacted hotels to full functionality.  Under the leadership of the Senior Manager, Command Center Operations, these leaders will respond as a collective to time sensitive challenges that are related to go-live tasks and critical milestones for deploying hotels. Collaborating and communicating with multiple stakeholders to ensure their respective needs are met. Working as a cohesive team to divide and address task-oriented duties while also partnering with senior leadership to work on long term solutions for any project to which they are assigned.  
 

This position is based on site at Marriott International Headquarters.  

Expected Contributions 

  • The Manager, Command Center Operations will require shift flexibility as this includes 24-hour operations during certain deployment periods (including weekends)  
  • Develop property management system (PMS) skills to an expert level in order to best address time sensitive work on the hotel’s behalf.   
  • Function across interconnected systems to ensure information is as accurate as possible so hotels can return to expected operational function.  
  • The ability to prioritize urgent assignments in a manner consistent with Command Center expectations.  
  • Maintain presence and communication through official communication channels to provide status updates, progress and/or request additional assistance. 
  • Request and maintain sufficient permissions in requisite systems to independently complete assigned tasks.  
  • Generate and distribute reporting to highlight team progress. Participate and make recommendations on Root Cause Analysis efforts.  
  • Meet with teams and stakeholders to better understand their challenges. Quickly take action on those issues and report back on progress within agreed upon deadlines.  
  • Assimilate into established teams to assist with heavy workloads as needed, ensuring sound communication practices when partnering.  
  • Assist with ServiceNow ticket resolution within tracks of expertise, by either actioning them directly or escalating it to the correct level.  
  • Maintain team readiness for escalations and urgent requests. 
  • Report on any observed problems that require further investigation and resolution. 
  • Perform additional tasks as required. 

Education and Experience  

  • 4-year degree is preferred from an accredited university in business, information systems, or equivalent combination of education and experience. 
  • 2+ years of relevant professional experience in hospitality, event management, or communications related discipline preferred.  
  • A demonstrating progressive career growth and pattern of exceptional performance within a fast-paced environment.  
  • Prior hotel / market experience and/or knowledge of Marriott lodging systems / business processes is preferred. This includes MARSHA, Lightspeed FSPMS, FOSSE, Empower, CI/TY, Passkey, and/or ResApp.  
  • Strong familiarity with Microsoft 365, ServiceNow, Power BI, Monday.com and Power BI.  
  • Excellent collaborative skills. The ability to work as part of a team to fairly divide tasks and work to ensure it is completed in the fastest & most accurate manner possible.  
  • Excellent project management skills, with the capability to manage multiple projects concurrently. 
  • Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives. 
  • Proven ability to drive compliance and governance across distributed teams. 
  • Strong presentation, facilitation, and stakeholder communication skills. 
     

MANAGEMENT COMPETENICES  

Leadership 

  • Adaptability – Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  
  • Communication – Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. 
  • Problem Solving and Decision Making – Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.  
  • 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. 


Managing Execution 

  • Building and Contributing to Teams – Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. 
  • Driving for Results – Sets ambitious standards of performance for self and others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and others toward the accomplishment goals; proactively acts and goes beyond what is required. 
  • Planning and Organizing – Gathers information and resources required to set a plan of action for self and others; prioritizes and arranges work requirements for self and others to accomplish goals and ensure work is completed. 
  • Strategy Execution – Bridges deployment strategy with real-time operations, ensuring intent and execution are aligned. 
     

Building Relationships 
 

  • Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
  • Customer Relationships – Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.  

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 team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. 
  • Talent Management – Provides guidance 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 others. 
  • Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. 
  • Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct.  
  • Basic Competencies 
  • Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). 
  • Mathematical Reasoning – Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. 
  • Oral Comprehension – Demonstrates the ability to listen to and understand information and ideas presented through spoken words and sentences. 
  • Reading Comprehension – Demonstrates understanding of written sentences and paragraphs in work-related documents. 
  • Writing – Communicates effectively in writing as appropriate for the needs of the audience. 

 

 

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. 

All locations offer 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. Click here to learn more.

Full-time positions also 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, and paid parental leave. 

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 

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; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

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.