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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Manager, Digital & Technology Transformation Reservations, APEC

Singapore, Singapore · Job Posted March 19, 2026
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Job Description

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.

Job Responsibility

  • Contribute to end-to-end business process validation testing for the discipline
  • Validate business processes across the full lifecycle of the guest journey
  • Collaborate with relevant stakeholders in commercial service and other discipline teams
  • Support validation of Land-It tasks and other items to ensure deployment readiness
  • Align required changes with relevant stakeholders
  • Partner with Learning and Development (L&D) to ensure property associates receive training assignments, resources, and system access
  • Lead interactive reservations management workshops and webinars (virtual and/or in-person) for property teams
  • Guide participants through practical exercises, knowledge checks, and system demonstrations
  • Adapt facilitation style to accommodate diverse learning needs and property types
  • Act as the SME for property Reservations associates, providing timely responses to property questions and triaging challenges
  • Work closely with Implementation Managers (IMs) during deployment, focusing on critical task validation and knowledge transfer
  • Assist with Command Center operations during the Launch phase, ensuring operational queries and support tickets are resolved promptly
  • Continue supporting IMs and discipline teams throughout the Stabilization phase
  • 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)
  • Gather feedback from early adopters and share insights on improving future workshops and deployment processes
  • Foster a collaborative, supportive learning environment
  • 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
  • Perform other duties as needed

Requirements

  • 4+ years of progressive experience in reservations
  • 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
  • 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 new systems and processes
  • Ability to interpret commercial and operational requirements and translate them into system workflows
  • Good knowledge of revenue management, sales, events, catering, rooms operations and commercial processes within hotels
  • 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
  • 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
  • Ability to build strong relationships with continent discipline teams and hotel teams
  • Collaborative mindset focused on shared outcomes and continuous improvement
  • Exceptional verbal, written, and presentation skills tailored to both operational and executive audiences
  • Ability to simplify complex concepts and provide clear direction
  • Confident facilitator of workshops, discussions, and rapid problem-solving sessions
  • 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

Nice to have

  • 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
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