Position Summary
The Manager, Digital + Tech Transformation Rooms Operations Specialist CALA plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Director, Rooms Operations, with a dotted line to the Sr. Director, Digital + Technology Transformation Lead CALA.
This role will provide a bridge between current and future hotel operations, guiding deploying hotels on the new systems and business processes that support the guest journey to ensure a smooth transition and cutover. They will provide workshops and training to transitioning hotels, ensuring that property teams are fully prepared to operate with the new systems from Day 1.
To accomplish this, the Manager, Digital + Tech Transformation Rooms Operations Specialist will develop subject matter expertise covering the end-to-end systems and processes that Associates will use to deliver great guest experiences, including Opera Cloud PMS, SPOG, and ARA, and use that knowledge to support hotel teams across CALA. The successful candidate will have a deep knowledge of existing operations within CALA and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: RES, 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 Rooms tasks including guaranteed attributes, non-room products, etc.
Key Responsibilities
End-to-End Testing and Product Validation:
- Contribute to end-to-end business process validation testing for the discipline, collaborating with relevant stakeholders in DGE, Rooms Operations, and Loyalty Operations disciplines in CALA
End-to-End Deployment Validation:
- Lead validation of deployment resources, 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 operations workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges
Property Support:
- Act as the SME for property Operations teams, 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 Revenue, Reservations, 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.
- Contribute to the development of new learning content and process documentation.
Candidate Profile
Technical & Functional Expertise
- Deep knowledge of existing operations within EMEA and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: RES, and the 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 Rooms associates, including Opera Cloud PMS, SPOG, and ARA.
Change Leadership & Stakeholder Engagement
- Proven ability to lead hotels 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.
- 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
Required Qualifications
- 5 years of progressive experience in hotel operations, with at least 2 years in a leadership or SME role.
- Demonstrated experience designing and delivering training or workshops to adult learners.
- Deep knowledge of existing PMS, GXP, CRS, and other operational systems.
- 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
- Workshop Facilitation Materials (slide decks, participant guides, activity sheets).
- Opera Cloud
- SPOG
- EMPOWER: GXP
- EMPOWER: RES
- ARA
- JIRA
- ServiceNow/Power of M ticketing for configuration support.
- Product Catalog and Land-It task management systems.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
