Manager - IT Hotel Openings & Conversions Job at Marriott Bonvoy (Mexico City)

Job Description

The Manager, Information Technology - CALA Hotel Openings & Conversions is a key contributor to the CALA IT organization who provides project management, installation coordination and training services to support the success of hotel openings, conversions, transitions, and special projects across all brands within the region. The Manager, Information Technology - CALA Hotel Openings & Conversions provides support throughout the duration of the project (before, during, and after hotel opening or conversion) to all relevant stakeholders including franchise partners, vendors, on-property personnel, and Marriott Global Technology. They are responsible for managing the project and coordinating the work performed by several technology groups within Marriott as well as external vendors to achieve compliant, timely, and on-budget completion of tasks and deliverables. This resource will execute technology enablement, synchronizing technical and operational support with full accountability for critical activities across the project's life cycle. Responsibilities include collaborating with both the property owners and vendors to deliver installation services, activation of applications, applications installations and training Lastly, they provide support on various Marriott Global Technology initiatives such as beta testing and worldwide opening and conversion support. They provide subject matter expertise to the organization by staying abreast of technology landscape and identifying opportunities for technology innovation to increase capabilities and decrease costs.

Job Responsibility

Create project plans for conversions/deflags/new openings
Participate in design pre-opening activities, determining status of the technology of prospect sales and adherence to standards
Act as the project lead and represent the CALA Regional IT team during onsite implementation for assigning opening projects, new builds, and conversions and serve as the primary contact and escalation point for cross functional stakeholders including franchise partners, vendors, on property personnel, and Global Technology
Leads the IT transition for hotel deflags and Managed to Franchise/Brand to Brand conversions
Manages multiple overlapping projects (openings/conversations/other)
Identifies creative solutions to business requirements, analyzes the strengths, opportunities and presents alternative recommendations
Gain and maintain alignment across all relevant stakeholders throughout duration of project to ensure success of the opening/conversion project
Manages all pre-work activities in preparation for on-site and/or remote implementation/training including scheduling, vendor management coordination, pre-work requirements and communications in the lead up to onsite implementation
Communicate requirements and delegate authority and responsibility to operations leaders and Application Champions and vendors to ensure that project tasks and deliverables are successfully completed on time and in accordance with all relevant Marriott standards and requirements
Maintains an awareness of the inter-relationships among on-going activities on the project and plans work assignments and resource allocations accordingly
Continuously evaluate, document, and communicate updates to keep all relevant stakeholders informed of project status and ensure projects are adhering to budgets and deadlines
Proactively identify, resolve, and escalate risks and system performance issues as appropriate to ensure on time and on budget execution of deliverables with minimal or no disruption to guest services and revenue generation
Conduct cost-benefit analyses and identify cost saving and revenue producing opportunities through the efficient use of technology in collaboration with vendors and Marriott HQ partners to strategize optimal solutions and support hotel leadership decision making for the project
Completes written reports in English detailing work completed, outstanding issues and recommendations for each property visit. Distribute to hotel, regional offices and other stakeholders as needed
Provide a seamless response to the information technology needs of opening hotels in conjunction with other Marriott IT functions and vendors
Provides post implementation support to the property as assigned by the Director, CALA New Property Openings & Conversions or asked by hotel within scope of the project
Ensure successful handover of new hotel/conversion
Ensure the successful onboarding of Application Champions, Property Systems Managers and other key associates of new hotels including timely and effective delivery of training, documentation, and business relationship turnover to CALA IT Field Operations Area Director
Leads successful implementations and operations of IT eco-system. Ensures connectivity of centralized systems and applications between property and network center
Manages and completes project tasks for Opera conversions/installations
Coordinates the successful configuration of applications
Coordinates the connection of various hotel systems to Marriott’s central systems
Coordinates and supervisors all technical phases of installation process, including data collection of pertinent items, benchmark pre-arrival items in cooperation with the Hotel IT Manager
Communicates Marriott’s technology standards to construction companies, reviews design for accuracy
Reviews infrastructure and application contracts to ensure compliance with Marriott International (MI)
Assists with the update of installation documentation as required
Coordinate the systems implementation at Marriott International locations in the Caribbean and Latin America, including coordination with certified vendors and IT trainers/installers, and planning their scheduled work with onsite staff in collaboration with the Property Systems Manager
Performs Systems audits
Performs quality assurance and acceptance testing of installed systems
Coordinates integration or interfacing where required to third party installed solutions
Drives and executes the installation of Marriott standard systems and applications
Delivers or coordinates high quality, consistent training experiences to staff so they can effectively understand and apply the subject matter on the job in accordance with Marriott processes and standards
Certify internal staff and IT Trainers on successful training completion
Communicate Marriott’s technology standards to Property IT Managers, vendors, and all other relevant personnel and ensure compliance through on-site visits and design review. This includes adherence to: Marriott International Policies (MIP)
Information Security Manual Initiatives (ISM)
Brand standards
Local requirements
Contribute to ongoing leadership discussions and regular Global Technology Opening collaborations to facilitate best practice sharing and guide technical, operational, and strategic decisions that benefit the CALA continent
Stays abreast of new processes, actualizations, and knowledge of the systems related to IT discipline and apply learnings to process improvements and cost saving or revenue generating opportunities for the business
Conduct and/or support pilot testing of new products and initiatives as needed
Ensure any local statutory requirements for data privacy/protection and fiscal regulations are met and escalate compliance discrepancies as needed
Provide ad-hoc support to hotel openings, conversions, and special projects worldwide as required by business demands

Requirements

Bachelor’s degree or equivalent combination of education and work experience
7+ years’ management and/or hotel operations experience
5+ years’ project management experience managing on-property or above property projects
4+ years’ experience demonstrating leadership in information systems and enabling technologies
4+ years’ experience in or knowledge of hotel technology operation experience including knowledge of standard operating procedures
4+ years’ experience working with Infrastructure and/or Application projects and tech stacks for hotels and in-room technology
2+ years’ experience working with international properties
Ability to develop and foster business relationships with diverse groups from the community, stakeholders, and other entities (client, vendor, peers, cross functional partners)
Demonstrated ability to apply technology-enabled solutions to business problems
Highly organized and able to handle multiple priorities
Comfortable with complexity, ambiguity, and change
Results oriented
delivers results under difficult conditions and demonstrates balanced judgment under pressure
Innovative thinker and agile learner
able to readily apply past learning in new situations to generate solutions to Marriott challenges and/or create something entirely new
Proficiency in verbal and written communications in both English and Spanish required
Ability to travel up to 20% throughout the CALA region, with travel duration and timing varying considerably based on the needs of our customers
Occasional worldwide travel outside of the CALA region to support projects in other regions on an as needed basis
Comfortable working in multiple settings including home office, on property, and while traveling
Bilingual (Spanish/English)

Nice to have

Proficient and familiar with the CALA Technology landscape
Proficiency in verbal and written communications in Portuguese is a plus
Previous infrastructure experience such as configuring server infrastructure according to MI standards or Application Experience such as working experience with MARSHA CRS
Previous experience or certification with training facilitation preferred
Technical certifications desired such as Network+, Cisco, PMP, ITIL, Microsoft Certified Professional, SAFe, Opera, ITIL
Experience in Agile development/concepts
Experience analyzing and documenting processes
Previous experience in managing third-party providers

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