Marriott International

FLEX Manager, Command Center Operations

Marriott International • $90K — $120K *
Bethesda, MD 20817In-Person
Hospitality & Recreation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High school diploma or GED required; Bachelor's degree preferred in business or hospitality management.
  • Prior hotel or market experience is mandatory.
  • Subject matter expertise in areas like operations, food & beverage, or event planning is essential, with expertise in multiple areas preferred.
  • Ability to manage multiple priorities in a 24/7 support environment for real-time issue resolution.
  • Familiarity with tools like Microsoft 365, ServiceNow, and Power BI is recommended.

Responsibilities

  • Support the Global Command Center during critical cutover events and handling urgent support requests.
  • Call properties regarding overdue or at-risk tasks jeopardizing successful cutovers.
  • Coordinate virtual meetings for program deployment, while tracking activities and monitoring resolutions.
  • Assist in managing communication channels and real-time incident research with the Deployment team.
  • Escalate property issues for timely resolution to minimize deployment risks.
  • Monitor incident compliance and ensure necessary information is sourced directly from teams.
  • Generate reporting on incident statuses and manage action items identified through these reports.

Benefits

  • Remote work option available.
  • Engagement with a global command center team that fosters rapid problem-solving and teamwork.
  • Opportunities to enhance project management and operational skills in a dynamic environment.
  • Involvement in high-impact technology and business transformation initiatives.
Full Job Description
Job Description

JOB SUMMARY

The Manager, Command Center Operations will support the Global Command Center in the execution of the overall operating model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriott's technology and business process ecosystem, evolving it to deliver on our vision to become the world's favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO and aligned with the Global Command Center, this leadership role will serve as part of a rapid-response team designed to quickly address challenges that arise during go-live (cutover) events as well as respond to tickets related to BTO deployments.

As a member of the Global Command Center team, this role collaborates closely with the Deployment team before, during and after cutover events. As a partner to the Deployment Run of Show team, the Manager, Command Center Operations will be a critical member of the global command center, assistant in direct-to-property communications and other time-sensitive demands. Additionally, in collaboration with the Deployment Support team, this role will assist in the necessary tasks of actioning support tickets as well as escalating as required to ensure continuity of operation for deploying hotels.

This position is available for remote work.

Expected Contributions
  • The Manager, Command Center Operations, will require shift availability to cover a 24-hour command center during cutover periods including weekends and overnights.
  • Call properties if they are overdue or at risk on required tasks that could jeopardize a successful cutover.
  • Coordinate Microsoft Teams meeting invites as 'Resolution Rooms' to organize program deployment working groups during cutover weeks, while also tracking room activity, monitoring resolution progress, and providing regular status reporting to ensure timely triage and incident closure.
  • Assist the Deployment team with managing Marriott-approved channel communications, real-time incident research and other ad hoc requests.
  • Direct action or direct escalation of property issues to ensure timely resolution of incidents to minimize deployment risk.
  • Monitor above-property team incident compliance, ensuring description fields meet standards; communicate directly with teams to source missing information.
  • Resolve ServiceNow integration missteps related to third-party vendor connections, preventing downstream impacts.
  • Generate and distribute reporting to highlight incident aging, overdue incidents, intelligence reports, and other related future reporting. As well as managing action items identified through these reporting channels.
  • Schedule and conduct meetings with teams responsible for incidents beyond acceptable thresholds.
  • Conduct planned and ad hoc ServiceNow hygiene and maintenance activities, in close coordination and direction from the D+TT Deployment Support team.
  • Maintain 24/7 team readiness for escalations and urgent support requests including ad hoc projects to benefit the global deployment mission.

Education and Experience
  • High school Diploma or GED required; Bachelor's degree preferred 4-year degree is preferred from an accredited university in business, hospitality management, or equivalent combination of education and experience.
  • Knowledge of Marriott systems and/or business processes is highly preferred.
  • Some level of prior hotel/market experience is mandatory.
  • Demonstrated subject matter expertise in one of the following disciplines is required; expertise in two or more is highly preferred: rooms operations, food & beverage, revenue management, sales, event planning or operations, accounting and information technology.
  • Ability to manage multiple priorities in a 24/7 support environment, including cutover readiness and real-time issue resolution.
  • Familiarity with Microsoft 365, ServiceNow, Power BI, and Smartsheet are recommended.
  • Excellent project management skills, with the ability to independently manage multiple projects concurrently.
  • Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
  • Proven ability to drive compliance and governance across distributed teams.
  • Strong presentation, facilitation, and stakeholder communication skills, especially in virtual settings (Microsoft Teams).


About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Hospitality & Recreation
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ
MAR
* Ladders Estimates

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