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Manager - Point of Sales

1 month ago

Bethesda, United States Marriott Full time
Job Number 24108248
Job Category Rooms & Guest Services Operations
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
 JOB SUMMARY 

The Manager, Global Point-of-Sale (GPOS), is part of the Global Operations (GO) Department, which is known for taking ideas into implementation across all brands, disciplines, and continents. This role will report to the Director, Global Operations, Global Point-of-Sale.  This role is part of the Global Point of Sale (GPOS) team which delivers innovative business solutions to ensure our company and brands stay relevant and competitive. We provide a strategic and operational lens to activate technology for enhanced and effective associate and guest experiences. We partner with IT, Food & Beverage, Finance, Loyalty, Digital and many more to bridge operations and technology while advocating for properties. Our team strives to be forward thinking while continuously improving existing solutions. The position will be based at the Marriott’s Global Headquarters in Bethesda. 

This role supports the Global Point of Sale program, serves as a SME for GPOS and assists the Director, Global Operations, Global Point-of-Sale with the following core responsibilities: 

The core focus areas for this role are:

  1. Resolve Enterprise Management Console + MyMicros requests 
  2. Serve as the Simphony/GPOS & MyMicros Subject Matter Expert 
  3. Build and maintain GPOS informational databases 
  4. Develop and maintain training documents and job aids 
  5. Develop and maintain GPOS program health dashboards
  6. Perform project management and innovation

CANDIDATE PROFILE

Education and Experience

Required:

  • 4-year Bachelor’s degree from an accredited college/university in a related field appropriate to work of the position
  • 2+ years of expertise in above property food & beverage operations (e.g., restaurant, room service, lounge, event/banquet services and event technology operations) and systems. (i.e., Simphony EMC and MyMicros, and/or other POS System)
  • A go-getter with an excellent customer-centric mindset and attitude.  Must be a self-starter and be able to work with minimal supervision; desire to be in a fast paced, entrepreneurial, customer centric environment
  • Ability to manage multiple tasks, problem-solve, leverage resources to optimize department capabilities, prioritize, take on responsibility and work well under deadlines
  • Ability to collaborate effectively with others in a cross-functional team
  • Excellent written and verbal communication skills, with strong attention to detail and follow through 
  • Ability to listen and incorporate new information and viewpoints while having a well formulated, fact-based viewpoint/perspective
  • Comfortable in a deadline-driven environment, often with changing business priorities
  • Excellent organizational skills and proven track record of results
  • Experience with project management
  • Excellent data management and analytical skills

Preferred:

  • Hotel/property operations experience with F&B
  • Technology leadership experience in an outsourced environment
  • Experience planning for and managing medium to large scale change, and assessing key impacts to stakeholders
  • Experience with large technology initiatives and processes needed to lead and or support delivery and ongoing support
  • Experience working with international teams and supporting global systems and operational processes

CORE WORK ACTIVITIES

Resolve Enterprise Management Console + MyMicros requests

  • Responds to and resolves global, non-routine EMC + MyMicros service requests with limited to moderate risk from properties and above property associates
  • Manages standard processes to support new tasks and focus on continuous process improvement from a customer lens 
  • Collects and analyzes data, feedback, and best practices from stakeholders to provide insight and recommendations for improvement in operational processes
  • Develops and maintains strong relationships with stakeholders
  • Provides real time training to properties to empower and enable them to complete certain requests themselves
  • Continuously identifies EMC and MyMicros functionality gaps and partner with provider to close such gaps by developing training, job aids, communicating, etc.
  • Assists in the implementation of strategy for EMC architecture as a global and regional solution
  • Assists in the enforcement of governance standards and procedures
  • Assists in auditing standards and process and provide oversight on the execution of the audits
  • Develops and execute on plans to re-organize EMC and MyMicros 
  • Ensures properties are aware of most current functionalities

Serve as the Simphony/GPOS & MyMicros Subject Matter Expert 

  • Attends meetings and represents GPOS business with excellence
  • Provides accurate and meaningful insights and information to stakeholders
  • Follows up on assigned action items 
  • Conducts research and provides insightful and quality information
  • Continuously identifies improvement opportunities for the GPOS program (all around)

Build and maintain GPOS informational databases such as:

  • An inventory of global POS systems by property
  • A global, point of contact list by property (primary and secondary POC)
  • A list of all current and future POS interfaces and their functionality
  • A list of all vendor partners and their current contact information 

Development of job aids and training for properties

  • Identifies identifying global training needs (standardized as well as specific to regions/brands, etc.) and partners with team members to develop and maintain a training roadmap and create the training documentations (job aids, videos, etc.) as needed
  • Supports development and maintenance of POS training program and documentation for both Marriott and Starwood environments
  • Assists with in-market training sessions in partnership with GPOS team and vendor partners
  • Supports and develops training material on multiple platforms (ex. webinar, eLearning, paper, video)
  • Communicates concepts in a clear and persuasive manner that are easy to understand

Develop and maintain GPOS program health dashboards

  • Partner with GPOS program leaders to identify key performance indicators and develop a compelling dashboard on the heath of the program
  • Maintain and keep the dashboard current and relevant 
  • Present the statistics with action plans to the GPOS and other business partners

Overall project management and innovation 

  • Drive projects to successful completion maintaining scope within the time and budget constraints
  • Partner with key stakeholder to identify needs and solutions that serve our business leveraging current and leading-edge technologies in an innovative and impactful manner
  • Lead projects for innovative solutions

Other responsibilities as assigned.

MANAGEMENT COMPETENCIES

Create Belonging- Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion.

  • Is aware of how own behaviors impact others.
  • Respects others and welcomes their differences in the perspectives, backgrounds, and experiences.
  • Actively listens, anticipates, and delivers on the needs of customers and associates.
  • Fosters loyalty by building rapport and communicating effectively with partners/customers

Develop Others- Develop diverse, inclusive, and high-performing talent and teams

  • Shows an understanding of performance expectations and works with manager to set and prioritize developmental goals.
  • Builds relationships to attract top talent and participates in the hiring and on-boarding process for new associates.
  • Models company culture of service, opportunity, respect, fair treatment, and inclusion.

Lead Change - Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs.

  • Demonstrates agile thinking and courage; adapts to changing or stressful situations by staying calm and focused, remaining optimistic, asking clarifying questions, and using available resources.
  • Communicates effectively by expressing ideas concisely, actively listens and responds to others with understanding, and appropriately interprets verbal and non-verbal behavior.
  • Displays professionalism and gains respect from others.
  • Makes effective and timely decisions by collaborating with others, asking questions to gather information, and identifying and considering alternatives and possible impact.
    • Sets career goals and identifies areas for development; takes steps to achieve goals using available resources, seeking challenging assignments, sharing learnings and best practices with others, and completing assigned training on time.

Learn & Excel - Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities

  • Identifies innovative ways to improve productivity as well as associates and external partner/customer satisfaction.
  • Demonstrates technical excellence by maintaining up-to-date knowledge of job-relevant technologies, performing technical and complex tasks to solve problems, and by communicating the benefits of specific techniques in area of expertise.
  • Continually strives to learn and build expertise in new areas, and identify ways in which to apply skills, knowledge, and insights across situations and tasks.

Deliver Results- Set ambitious goals, create alignment, and drive execution.

  • Learns from mistakes and takes responsibility for being innovative and delivering work that exceeds requirements.
  • Contributes to setting shared goals for the team or department and works effectively with team members to meet shared goals.
  • Stays organized and manages workload by requesting and using available resources, prioritizing activities, and making adjustments when appropriate, and anticipating and discussing possible challenges to completing assigned work with manager.
  • Accepts feedback and coaching and incorporates changes into work and behaviors.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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.