Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Manager, Enhanced Reservations Solutions (ERS) Program Property Support, serves as support for ERS, a multi-year effort that will transform how Marriott’s rooms and reservations are presented and sold to the customer. The ERS program requires coordination and collaboration across multiple teams, including but not limited to iT, Revenue Management, and Operations. The position will support hotels in preparation for their ERS activation date. The position will be responsible for managing and executing efforts that will enable a hotel to go-live with ERS related functionality and the resulting benefits. Skills required include knowledge of PMS and MARSHA with One Yield optional.
This position provides support to the hotels, answers questions, escalates issues as necessary, and may be required to complete the tasks for the hotel(s). Collaboration with support peers is required to ensure consistent service levels and communication across targeted hotels. This position will report to the Manager, ERS Deployment.
CORE WORK ACTIVITIES
Responsible for supporting ERS hotels prior to their activation date and post go-live follow up as needed
Respond to hotel questions and request for assistance within a 24-hour period
Resolve system set up errors in PMS, MARSHA, One Yield
Escalate according to pre-defined procedures
Consistent and thorough communication to peers and ERS leaders as appropriate
Track and manage actions on risks and issues
Monitor hotels on an ongoing basis against tasks listed in Land-it
Communicate results, issues and accomplishments clearly and effectively to Program Leaders
Provide feedback utilizing standardized processes, tools and templates