Manager, Digital & Technology Transformation Reservations, APEC (Contractual)

JOB SUMMARY  

The Manager, Digital + Tech Transformation Reservations, APEC plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Director, Revenue Strategy & Reservations Field Support, APEC with a dotted line to the Senior Director, Commerce Support, Business Transformation Office, APEC+GC. 

This role will provide a bridge between current and future hotel reservations, guiding deploying hotels on the new systems and business processes that support the commercial hotel strategy to ensure a smooth transition and cutover. This role combines deep expertise in hotel reservations (group and transient), with training delivery skills, ensuring that property teams are fully prepared to optimize EMPOWER ResApp, Opera Cloud PMS, and Sales & Catering functionality and drive hotel performance from day one.  

To accomplish this, the Manager, Digital + Tech Transformation Reservations, APEC will develop subject matter expertise covering the end-to-end systems and processes that associates will use to deliver commercial hotel strategies, including EMPOWER ResApp, Opera Cloud PMS, Opera Sales and Event Solution (OSEM), and use that knowledge to support hotel reservations associates across the continent. The successful candidate will have a deep knowledge of existing reservations processes within the continent and the systems that support it, including MARSHA, Opera PMS, Opera S&C, CI, SFAWeb, EMPOWER ResApp, EMPOWER GXP and the Marriott Bonvoy loyalty program. Furthermore, the role will understand the shift from MARSHA to Amadeus Central Reservation System (ACRS), and the effects of the change on reservations tasks and processes. 

 

KEY RESPONSIBILITIES  

End-to-End Testing and Business Process Validation:  

• Contribute to end-to-end business process validation testing for the discipline. 

  
  

• Validate business processes across the full lifecycle of the guest journey, not only for Reservations. 

  
  

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

  
  

End-to-End Deployment Validation:  

• Support validation of Land-It tasks, and other items to ensure deployment readiness  

  
  

• Align required changes with relevant stakeholders 

  
  

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 particular roles. 

  
  

Workshop Facilitation & Training:  

• Lead interactive reservations management workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges  

  
  

• Guide participants through practical exercises, knowledge checks, and system demonstrations to ensure comprehension and readiness.    

  
  

• Adapt facilitation style to accommodate diverse learning needs and property types. 

  
  

Property Support:  

• Act as the SME for property Reservations associates, providing timely responses to property questions and triaging challenges raised by properties. 

  
  

Deployment Support: 

• Work closely with Implementation Managers (IMs) 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. 

  
  

• Continuing supporting IMs and discipline teams throughout the Stabilization phase, helping properties adapt to new business processes and tools. 

  
  

Stakeholder Engagement & Change Management: 

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

  
  

• Communicate complex system concepts in clear, actionable terms. 

  
  

• Collaboration across other SMEs (including Operations, Revenue Management, Group, Sales, Events, Finance, and IT) is essential. 

  
  

• Gather feedback from early adopters and share insights on improving future workshops and deployment processes. 

  
  

• Foster a collaborative, supportive learning environment. 

  
  

Materials & Continuous Improvement: 

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

  
  

• Stay current on EMPOWER ResApp and EMPOWER GXP enhancements and training methodologies. 

  
  

• Contribute to the development of new learning content and process documentation. 

  
  

Other:  

• Perform other duties as needed. 

  
  

 

CANDIDATE PROFILE 

Technical & Functional Expertise 

• Deep understanding of Marriott’s current reservations systems and processes, Marriott Bonvoy Loyalty Program, including EMPOWER ResApp.  

  
  

• Good knowledge of current Opera PMS, Sales & Catering (including CI/TY and SFAWeb/GPO).  

  
  

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

  
  

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

  
  

Operational & Business Acumen 

• Good knowledge of revenue management, sales, events, catering, rooms operations and commercial processes within hotels. 

  
  

Change Leadership & Stakeholder Engagement 

• Ability to support hotels and commercial teams through complex system and process changes. 

  
  

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

  
  

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

  
  

ProblemSolving & DecisionMaking 

• 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 & CrossFunctional Partnership 

• Ability to build strong relationships with continent discipline teams and hotel teams.  

  
  

• 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 

• 4+ years of progressive experience in reservations, with at least 1 year in a leadership or SME role. 

  
  

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

  
  

• Deep knowledge of EMPOWER ResApp and PMS. 

  
  

• Good 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/SFAWeb/Opera S&C/OSEM 

  
  

• JIRA 

  
  

• ServiceNow/Power of M ticketing for configuration support 

  
  

• Product Catalog 

  
  

• Land-It task management systems 

  
  

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