Marriott Manager, Guest Services Products (Digital) in Bethesda, Maryland
Job Number 22002977
Job Category Information Technology
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States
Position Type Management
Located Remotely? Y
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
As a member of the Ons-Site Digital team, the Manager, Guest Services will define roadmap, products & features, and deliver improvements to the guest experience when planning, arriving, and experiencing services on property. This means setting strategy, developing roadmap, defining requirements, and managing build-out & go-to-market of experiences.These products & features will need to work seamlessly across public spaces, guestrooms, and various outlets where customers experience property services & amenities. This individual will strive to make Marriott International’s property digital experience so good across the portfolio that guests keeping coming back as much for the digital experience as they do for the world-class hotel brands and on-property associates.
Success for this individual requires significant collaboration within the Property Digital team as well as other Digital Product teams; this individual will also work closely with Global Operations, since experiences often require property deployment & activation to come to life globally. Additionally, this individual will need to work collaboratively across several Marriott departments who also impact or deliver on customer experiences (Digital, IT, Loyalty, Hotel Brands, Revenue Management & Distribution, Marketing, Customer Service/CEC, Customer Experience, and others). Finally, this individual must have technical competencies and an astute understanding of mobile platforms and property systems (Mobile Apps, iOS and Android OS platforms, API gateways, Property Management Systems, Point-of-Sale systems, Lock systems, Reservations systems, Salesforce, etc.) in order to be effective in ensuring customer-centered, viable solutions are crafted to elevate the property digital experience from the perspective of customers.
This role is global in scope and also interfaces with Marriott’s global regions (Americas, Europe, Middle East & Africa, Asia Pacific, China, Caribbean & Latin America).
Education and Experience
5+ years Digital experience; must have experience and fluency with technical solutions, and the broader Consumer Digital landscape
3+ years Product Management experience; portion of that experience leading or managing consumer-facing products or features
Demonstrated ability to lead, influence, and collaborate effectively in a matrix-managed environment, with multiple complementary groups
Entrepreneurial, startup attitude in a big company setting, self-starter who takes initiative in an ambiguous environment to generate momentum & positive business outcomes
Strong analytical, organizational and problem-solving skills with ability to interpret and translate data into key learnings and execution plans that drive business results
Customer-obsessed mindset that capitalizes on user data to make step-change experience improvements to platforms, products, and features
Global mindset that balances global solution orientation with awareness, appreciation, and adaptability for local market & customer dynamics
Undergraduate degree or equivalent experience/certification
Ideal candidate will have acquired a technical background, in product development / engineering as well as experience working in/around guest service environments
Ideal candidate will have understanding & familiarity with technologies and solutions that enable digital experiences in a physical setting for retail, hospitality, and/or amusement/entertainment: access control, keyless, contactless & mobile payments, point-of-sale, property management, proximity & beacons, Bluetooth Low Energy (BLE) etc.
Ideal candidate will be familiar with and have worked in a scaled agile development environment, SAFe and variants
Ideal candidate will be familiar with Adobe Analytics / Omniture and mobile analytics to support data-driven product and feature measurement, performance, and iteration
Ideal candidate will have understanding & familiarity with technologies and solutions that enable mobile & digital experiences for retail, hospitality, and/or amusement/entertainment
Ideal candidate will have international experience and proficiency in translating global solutions for local markets
MBA or equivalent advanced degree
CORE WORK ACTIVITIES
Collaborates with senior business stakeholders to understand the business goals.
Ensure that the roadmap delivers great business value in addition to ever improving the customer experience; responsible for the quality and outcomes of the experiences shipped.
Perform multi-variate tests to validate new ideas and features
Enable the cross-functional team to work efficiently to quickly prototype and seek customer feedback to validate ideas
Demonstrate management skills and leadership through hard lines and dotted lines and foster a team spirit and a highly collaborative environment.
Serve as a cross-functional leader to collaborate with design, engineering and line of business teams to drive new product initiatives
Develop products and services that deliver innovative experiences and at the same time remove frictions from the process;
Define new product feature epics and stories working collaboratively with business, design and engineering teams to ensure delivery of product vision and roadmap;
Create concise, compelling content and business case to present and sell concepts through to senior management;
Integrate data analytics, product metrics, user experience research, competitive and market analysis, and company goals to drive prioritization of product initiatives;
Help define product initiatives for new features and optimizations of existing ones, and incorporate them into product roadmaps;
Understand, manage, and communicate prioritization of features, with a mind toward user and business benefits and tradeoffs. Identify market opportunities and define product strategy to reflect those;
Lead cross-functional team across multiple scrum teams, environments teams, QA, designers, content editorial for on-time delivery;
Perform User Acceptance testing per release requirements;
Track and analyze metrics compared to industry benchmarks, publish reports on product performance, trends and risks/opportunities for both short and long term;
Coordinate backlog for defect resolution. Provide clear vision and scope documentation, use cases, workflows, wire-frames, product requirements to support development;
Set up product support process, and internal/external Service Level Agreements
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Leading Through Vision and Values -Keeps the organization's vision and values at the forefront of employee decision making and action.
Managing Change -Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
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.
Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
Building a Successful Team -Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder 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.
Strategic Partnerships -Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
Developing Others -Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information system’s needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
IT Business Management – Ability to monitor and evaluate trends in technology, technology delivery mechanisms and IT organizational processes and tools. This includes the ability to redefine processes, make recommendations, and perfect process governance frameworks.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.
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.
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