Senior Manager Information Technology, Franchise Services - CALA

The Senior Manager IT Franchise Services CALA is part of the CALA Franchise Services team within the CALA IT group and reports to the Regional Director IT. The Franchise Services team partners with the CALA Owner Franchise Services group. The primary focus of the role is to provide technical expertise and guidance related to the integration and interaction of franchise properties within the Marriott technology ecosystem. This includes offering expertise and troubleshooting assistance with network connectivity issues between the franchise properties and Marriott. The role also serves as a liaison between franchise properties, Marriott corporate and continent IT functions, and approved third-party vendors of brand-standard required technology in troubleshooting, escalation, and resolution of IT-related issues. The role requires current technical and business knowledge and experience to support IT hardware and software and generate related communications. It advocates technology brand standards and provides guidance to franchise locations on their compliance. The role also involves providing communication and updates to franchise locations as necessary. Out-of-hours and weekend assistance in the case of escalation and resolution of high-priority issues is also required.

QUALIFICATIONS 

Required 

• Bachelor’s degree in information technology, computer science, or a related field or an equivalent combination of education and experience. 
• 6+ years of experience in IT, particularly in roles involving network connectivity, system integration, and technical support.
• Proven experience in managing IT projects, including rollouts and escalations.
• Excellent verbal and written communication skills to liaise with franchisees, corporate teams, and third-party vendors.
• Proficiency in written and oral communication skills in the Spanish, & English language required.
• Strong understanding of network connectivity issues and solutions.
• Demonstrated working experience with integrating various systems within a large organization.
• Familiarity with information security practices and compliance requirements.
• Ability to troubleshoot and resolve technical issues effectively.
• Willingness and ability to travel 10%-20% of the time, with flexibility for changes based on business needs. 

Preferred 

• Proficiency in written and oral communication skills in the Portuguese language. 
• IT Certifications like CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA).
• Project Management Certifications such as PMP (Project Management Professional).

EXPECTED CONTRIBUTIONS

• Acts as a liaison for franchisees across CALA and all associated brands.
• Provide guidance on Certificate requests for the installation of the various system applications if required.
• Coordinates/troubleshoots with third parties and Marriott global teams where required to assist with property network, interfaces.
• Assist Franchisees in escalation of issues as necessary.
• Manage escalation process during project rollouts where applicable. 
• Organizes and/or attends IT meetings.
• Assists in oversight/follow of end-of-life systems/software in accordance with Marriott Standards
• Collaborate with Global Information Security to identify and remediate security vulnerabilities according to Marriott policies.
• Maintains understanding of technology direction and how that direction can be leveraged for present-day requirements.
• Ensures products and services offered or required in franchise locations meet Marriott security & privacy compliance requirements. 
• Leverages technical and business knowledge and experience to provide guidance on IT hardware and software.   
• Has the required technical skills to provide support to assist in the resolution of support issues and escalations.
• Ensures compliance with all Marriott International Policies (MIP) and Information Security Manual (IT-SEC) requirements, ensuring IT elements of PCI/PTA are delivered where applicable to franchisees.       
• Is educated in Marriott brand standards (including PMS, POS, Property Internet, Guest Room Entertainment, Mobile Services) to assist compliance in franchise locations. 
• Ensures problems are correctly reported, routed, tracked, and resolved; ensuring the business client remains informed through the process.
•  Assist in communicating IT standards and best practices as appropriate to Franchisees.
• Ensures required project support for initiative deployment /implementations is in place for Franchise locations.
• Takes responsibility to drive resolution with connectivity issues between Marriott and the franchisee including working with internal and external partners as necessary, managing incidents and finding solutions. 
• Maintains a working understanding of emerging technology trends, especially those unique to the hospitality/lodging industry.
• Works with the Franchisee and their technology partners to ensure all Marriott technical requirements are met. 

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED

REQUIRED:

• BS/BA or equivalent combination of education and work experience. 
• Excellent interpersonal and communication skills (verbal and written) in the Spanish and English languages. 
• Ability to work collaboratively with various client, vendor, and peer stakeholders, including franchisees and global IT teams.
• 6+ years demonstrated track record in hotel IT support, installation of hotel systems and managing projects of small to medium size.
• Significant experience and demonstrated leadership in information systems management and enabling technologies.                                                                                                                                                                                                     
• Familiarity with Marriott’s technology (both current and future roadmap)
• Excellent problem-solving skills.
• Technical knowledge and skills related to Marriott’s computing environment. This includes 
  • Strong understanding of network connectivity issues and solutions.
  • Experience with integrating various systems within a large organization.
  • Familiarity with information security practices and compliance requirements.
  • Ability to troubleshoot and resolve technical issues effectively.  
• Ability to consistently negotiate a “win-win” outcome.
• Experience working with or for Franchise hotel locations.
• Ability and willingness to travel up to 10-20%. 

Preferred:  

• Proficient  communication skills (verbal and written) in the Portuguese language. 
• IT-related professional certifications desired (CompTIA Network+, CompTIA Security+, or Cisco Certified Network Associate (CCNA)).
• Experience working with multiple brands of the Marriott portfolio. 
• Expertise using MS Excel, PowerPoint, and Project; Expertise using Land-It highly desired.

The salary range for this position is $112,600 to $165,700 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations 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, educational assistance, 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.

The application deadline for this position is 28 days after the date of this posting, December 13, 2023,

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.