Senior Director, Commercial Tools & Services

JOB SUMMARY

The Senior Director, Commercial Tools & Services (CTS) leads Greater China’s centralized commercial operations platform and serves as the single front door between the Commercial Center and hotels. Established in 2024, CTS has evolved beyond traditional field support into the engine that turns commercial strategy into consistent, measurable hotel execution across Sales, Revenue Management, Distribution, Marketing, Digital and Reservations, for managed and franchised hotels across operating, pre-opening and conversion stages.

Operating as the “air traffic controller” of the Commercial organization, the role owns how commercial priorities, campaigns, programs and system changes reach hotels: one coordinated channel, clear actions, no overload and no conflict. Discipline leaders own strategy, business logic and content; CTS owns intake, sequencing, hotel communication, readiness and adoption tracking, and closes the loop by feeding structured field insight back to the Center.

Reporting to the Vice President, Revenue Strategy & Analytics, the role connects field execution with commercial strategy, data and analytics, ensuring adoption and readiness are measured, field signals inform priorities, and CTS scales efficiently through Greater China’s portfolio growth, the Digital Tech Transformation (DTT / Power of M) deployment and the Commercial Shared Services transformation.

CANDIDATE PROFILE

Education and Experience

Required

• Bachelor’s degree in Hospitality, Business Administration, Sales & Marketing, Revenue Management, Communications or related major.
• 10+ years of progressive experience in the hotel industry, including property-level experience in Revenue, Sales, Distribution, Marketing and/or Digital.
• 5+ years of people leadership, including leading managers and multi-team organizations.
• Solid Greater China experience in a field support, commercial operations or client services role, including executing revenue strategies, marketing programs, system rollouts and training at scale.

Preferred

• Experience supporting franchised and select-service hotels, and/or pre-opening and conversion hotels.
• Experience with large-scale system or process transformation (e.g., reservation, revenue management or sales & catering platforms), including readiness, cutover and adoption.
• Track record in program management, service design or operating-model work (intake, SLAs, KPIs, escalation, knowledge management).
• Comfortable using data, dashboards and AI/digital tools to track adoption and improve service efficiency.
• Strong leadership, analytical, decision-making, problem-solving, consensus-building, change management and coaching skills; high level of integrity and professionalism.
• In-depth understanding of commercial systems, tools, principles and processes across Revenue, Sales, Distribution, Marketing, Digital and Reservations.
• Fluent oral and written communication in Chinese (Mandarin) and English.

CORE WORK ACTIVITIES

Strategy, Operating Model & Team Leadership

• Sets the CTS strategy, service scope and annual priorities in line with Greater China Commercial priorities and the Center–Region ways of working.
• Leads the CTS organization, including Program Planning, Operations, pre-opening support, reservations systems training and inventory & pricing execution, through its Director-level leaders; builds a flexible, collaborative team with clear roles and cross-training.
• Owns the CTS operating model: service intake, prioritization, SOPs, service levels, escalation and the ticket/case model, with KPIs across three pillars: Execution Adoption, Platform Readiness and Capability Improvement.
• Partners with the VP, Revenue Strategy and Data & Analytics teams to measure adoption, readiness and service impact, and to turn field signals into insights that shape Center priorities.
• Continuously reviews capacity and cost-to-serve, and identifies simplification, automation and AI opportunities so CTS scales with portfolio growth without proportional headcount growth.

Single Front Door & Hotel Communication

• Runs the single front door for hotel commercial questions and execution requests (CTS service mailbox, Marriott Service Portal), with recurring issues captured, routed to a clear owner and closed out.
• Acts as the “air traffic controller” for all Commercial communication to hotels: manages campaign and program intake, aligns support levels with discipline owners, sequences messages and protects hotels from overload.
• Owns the Center-to-Property communication rhythm, including the monthly CTS Field Webinar, Marketing & Digital Mini Talks, the CTS newsletter, campaign office hours and FAQs, and the GC Commercial Field Webinar on behalf of the Commercial team.
• Maintains a single, up-to-date source of commercial standards, playbooks, toolkits and FAQs (e.g., MGS CTS page, GC Offer Library), and improves knowledge access for hotels, including AI-enabled search.

Execution, Campaign & Program Pull-through

• Drives hotel execution of commercial campaigns, programs and partnerships through readiness reviews, intake forms, rate and offer loading guidance, deadline management and adoption tracking.
• Leads the hotel-facing process for annual commercial cycles, including the Budget Season calendar, special corporate pricing tools and related office hours, in partnership with Revenue Strategy, Sales and Finance.
• Supports commercial governance with discipline owners, including rate and offer audit, third-party channel execution and processes that reduce revenue risk.
• Provides pre-opening and conversion commercial support so hotels are system- and process-ready on opening day.

Platform Readiness & Transformation

• Leads Commercial readiness for DTT / Power of M in partnership with BTO, Tech and discipline leads: SME and facilitator coverage, wave sequencing input, hotel readiness actions and post-cutover stabilization.
• Drives adoption of key commercial platforms (e.g., EMPOWER ResApp, Cvent, MarRFP, MI Leads, ACRS rate offer clean-up) and shares consolidated platform readiness scorecards with regional leaders.
• Acts as the coordinated front door for the Commercial Shared Services transformation, supporting service discovery, hotel onboarding and a consistent owner and hotel experience.

Capability Building

• Partners with L+D to design and run the commercial learning roadmap across the associate journey: self-learning for fundamentals and targeted instructor-led programs for complex workflows and business application.
• Leads or co-leads core programs such as Get On Board (DOSM, Revenue), Digital Excellence Bootcamp, Money Talks and RMASI, including participant management, content review, SME facilitation and completion tracking.

Field Voice & Stakeholder Partnership

• Brings the voice of hotels into the Center through regional focus groups, onboarding dialogue sessions and recurring-issue analysis, with clear owners and follow-up for each ask.
• Partners with Regional Commercial leaders, RVPs, discipline leaders, HQ Commercial Tools & Services and external vendors to strengthen CTS capabilities and localize global tools and standards for Greater China.