Manager| Guest Experience and Room Operations – Americas – Marriott International HQ – USA


Job Number 19115962
Job Category Rooms and Guest Services Operations
Location Marriott International HQ| 10400 Fernwood Road| Bethesda|
Maryland| United States
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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Job Summary

As a member of the Americas Continent Lodging Services (CLS) team| Guest
Experience and Rooms Operations Manager is to provide specialized technical|
project| and administrative support to Subject Matter Experts in the
implementation and sustainment of Rooms Operations Initiatives. As a key
member of the Room Operations team| duties will include troubleshooting and
problem solving for CLS Rooms Operations service initiative projects| while
partnering with cross-discipline stakeholders.


Provide support to Rooms Operations Subject Matter Experts (SMEs in Front Office| Housekeeping| Laundry| Retail and Spa) in the continent to promote organizational alignment to the brand| discipline| and business priorities.
Act as the Rooms Business Partner to the hotel stakeholders and provides technical and business expertise to assist properties in achieving optimum performance in the balanced scorecard goals| including revenue generation.
Manages the execution of room’s initiatives processes| including trouble-shooting issues and providing a feedback loop to individual cross-discipline stakeholders for input. Supports The Americas’ subject matter experts regarding delivery of superior guest experiences in Rooms Operations.

Drafts high quality communication memos| reports and graphic presentations targeted to various audiences| including stakeholders| and manages distribution.


Partner with Subject Matter Experts to execute action plans addressing hotel issues in Product Quality| Service Delivery| ESS or GSS| and Financial performance.
Collect| track| and validate data for accuracy on Rooms Operations initiatives. Analyze for general trending.
Assist Subject Matter Experts in facilitating the Rooms and Guest Experience Advisory Council and the Rooms and Guest Experience Cadre for market alignment on current initiatives| feedback for continuous improvement| and to find opportunities to drive innovation relevant for our rooms operations and guest experience within the Americas.
Fully versed on the Rooms Operations and Guest Services Brand Standards| Rooms / Guest Services Programs| and Marriott International’s Quality Assurance process and program.
Manage coordination and execution of discipline-specific training classes for Rooms and Guest Experience.
Coordinate logistics surrounding webinars| stakeholder reviews| and project milestones.
Assist CFRST operations execution of Brand Standards| Products| Programs| and Services.
Actively participate in the initial phase of Rooms Initiatives to provide feedback for a broader implementation.
Stay abreast in best in class Rooms and Guest Experience companies for relevant competitive intelligence on industry| competitor| and economic trends to provide insight to the discipline.

Maintain close and productive working relationships with the Subject Matter Experts to resolve hotel operational issues and participate in property visits as needed. Respond to and resolves operational requests from key stakeholders.
Conduct research and/or analysis for Rooms Operations and Guest Experience projects as requested. Coordinate other administrative and project responsibilities as requested.

Perform other duties as assigned

Approximate 20 % travel required



5+ years of progressively responsible work experience in Rooms / Hotels leading room’s disciplines. Multiple Department management positions required.
Proven track record of implementing rooms and guest experience initiatives and programs with sustained performance. Experience developing and implementing new concepts preferred.
Proven track record of leading complex rooms operations with positive performance in balanced scorecard results.
High level of specialized knowledge and skill in Housekeeping and Front Office.
Strong organizational and interpersonal skills as well as good judgment and decision-making and a high level of self-initiative are required.
Ability to operate in a matrix organization.
Possess excellent project management skills and ability to independently manage multiple projects and competing priorities.
Track record of putting in place strong systems and processes to effectively implement and execute multiple programs
Must have strong knowledge in areas related to all rooms operations| SOPs and P&L budgeting.
Must be a self-starter who can work independently and be a strong team player that contributes to the effectiveness of the broader Marriott International team.
Proven success prioritizing and managing multiple projects and stakeholders simultaneously.
Possess strong oral and written communication skills| excellent interpersonal skills; able to collaborate effectively with General Managers| Executive Committee Members| and Key Stakeholders Ability to positively influences without direct authority.
Ability to manage in a culturally diverse work environment and is a champion for diversity effectiveness in the organization.

Education and Professional Certification:

Bachelors Degree in Hospitality or Hotel Restaurant Management required or an equivalent combination of education and experience from which comparable skills and knowledge can be acquired.