Job Description

The Senior Manager, Digital + Tech Transformation, Commercial, GC plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Senior Director, Commercial Tools & Services, Greater China with a dotted line to the Director, Deployment, Business Transformation Office, Greater China.

This role will serve as a bridge between current and future hotel commercial operations, with a primary focus on sales while supporting distribution, digital, revenue management, and reservations functions. The role will guide hotels through the deployment of new systems and business processes that support the customer journey, ensuring a smooth transition and cutover. They will provide training and discipline support to transitioning hotels, ensuring that property teams are fully prepared to operate with the new systems and business processes from Day 1.

To accomplish this, the Senior Manager, Digital + Tech Transformation, Commercial, GC will develop subject matter expertise covering the end-to-end systems and processes that associates will use to deliver great customer experiences, including OSEM, CI/TY, SFAWeb/ and OneSource Sales & Catering Systems, OPERA Cloud PMS, EMPOWER ResApp, direct and indirect digital and distribution channels & platforms. Furthermore, the role will understand the shift from MARSHA to Amadeus Central Reservation System (ACRS), and the impact this will have on all elements of sales, distribution and digital operations, Marriott Bonvoy loyalty programs, as well as third-party platforms and tools used by the on-property Commercial Services teams.

[Location flexible in Hong Kong/ Taiwan]

KEY RESPONSIBILITIES

End-to-End Testing and Business Process Validation:

• Be the Subject Matter Expertise (SME) and the connector to document, review and validate GC operational change impact of business processes related to the related to Sales (including Global Sales team), Distribution, Digital, Revenue Management and Reservations discipline:

o Contribute to end-to-end business process validation testing for the discipline – ACRS, One Yield Evolution, Opera Cloud PMS and Opera OSEM, EMPOWER ResApp, Group Housing Solutions Tools

o Validate business processes across the full lifecycle of the guest journey, not only for Commercial

o Collaborating with relevant stakeholders in commercial service and other discipline teams in the continent

• Lead validation of deployment resources, Land-It tasks, and other resources related to Sales, Distribution, & Digital discipline.

Deployment Support:

• Lead validation of deployment resources, Land-It tasks, and other resources related to Sales, Distribution, & Digital discipline.

• Work closely with the continent deployment support team and Implementation Managers during the deployment, focusing on critical task validation and knowledge transfer with property and discipline teams during the Prepare and Ready phases

• Assist with Command Center operations during the Launch phase, ensuring operational queries and support tickets are resolved promptly

• Continue supporting the continent deployment support team and Implementation Managers throughout the deployment phases, helping properties adapt to new business processes and tools

Training & Development

• Digital Learning Path: Partner with Learning and Development (L&D) to ensure property associates receive the training assignments, resources, and system access required for their roles.

• Workshop Facilitation & Training: Lead interactive operations workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges

• Training Materials & Resources Creation:

o Contribute to the development of new learning content and process documentation based on GC nuances

o Utilize and continuously refine workshop facilitation materials, participant guides, and job aids.

Stakeholder Engagement & Change Management

• Act as a trusted advisor to property operators and deployment teams.

• Communicate complex system concepts in clear, actionable terms.

• Collaboration across other SMEs (including Rooms & Events Operations, Revenue & Reservations, Finance, and IT) is essential

• Gather feedback from early adopters and share insights to improve future workshops and deployment processes.

• Foster a collaborative, supportive learning environment.

Other:

• Perform other duties as needed.

CANDIDATE PROFILE

Technical & Functional Expertise

• Deep understanding of Marriott’s current Sales & Catering (including CI/TY and SFAWeb/GPO), reservations systems and processes, including EMPOWER Res App.

• Good knowledge of current Opera PMS, Marriott Bonvoy Loyalty Program.

• Ability to quickly learn and build expertise in the new systems and processes that create the entire end-to-end experience for Sales associates.

• Ability to interpret commercial and operational requirements and translate them into system workflows.

• Ability to quickly build expertise in new and evolving systems and processes, including OSEM and next-generation CI/TY and SFAWeb/One Source platforms, to support end-to-end customer and associate journeys across Sales, Event Management, and Reservations.

Change Leadership & Stakeholder Engagement

• Proven ability to lead hotels commercial and operations teams through complex system and process changes, articulating what is changing and what is staying the same.

• Skilled in training, stakeholder communication, and change enablement strategies.

• Strong influencing skills with ability to align cross functional teams across disciplines.

Problem Solving & Decision Making

• Analytical thinker with strong root cause analysis skills and structured risk mitigation approach.

• Comfortable operating in fast paced, ambiguous environments.

• Strong judgment to prioritize effectively and manage competing demands.

Collaboration & Cross Functional Partnership

• Ability to build strong relationships across regional teams and hotel teams.

• Comfortable bridging the gap between business requirements, product design, and technical stakeholders.

• A collaborative mindset focused on shared outcomes and continuous improvement.

Communication & Facilitation

• Exceptional verbal, written, and presentation skills tailored to both operational and executive audiences.

• Ability to simplify complex concepts and provide clear direction during implementation and support phases.

• Confident facilitator of workshops, discussions, and rapid problem-solving sessions.

Adaptability & Resilience

• Effective in dynamic deployment environments with competing priorities.

• Resilient under pressure, maintaining a positive, proactive approach.

• Strong sense of ownership and drive for operational excellence.

REQUIRED QUALIFICATIONS

• 7+ years of progressive experience in sales/ revenue/ reservations management, with at least 3 years in a leadership or SME role

• Demonstrated experience designing and delivering training or workshops to adult learners.

• Deep knowledge of EMPOWER ResApp, Sales & Catering (including CI/TY and SFAWeb/GPO) and PMS.

• Strong analytical, organizational, and communication skills.

• Ability to travel as needed for workshop delivery.

Preferred Skills & Attributes

• Experience with large-scale system deployments or property conversions.

• Experience in adult learning, instructional design, or facilitation.

• Change management or project management credentials.

• Collaborative, adaptable, and solutions-oriented mindset.

Tools & Resources Used

• MARSHA/ ACRS

• Opera PMS v5.6/Opera Cloud PMS

• EMPOWER ResApp

• CI/TY, SFAWeb/ One Source/ Opera S&C/ OSEM

• ServiceNow/Power of M ticketing for configuration support

• Product Catalog

• Land-It task management systems

• Workshop facilitation materials (slide decks, participant guides, activity sheets)

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.