JOB SUMMARY
The Senior Manager, Digital + Tech Transformation Revenue Management & Reservations, APEC plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Senior 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 revenue management, 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 revenue management with advanced training delivery skills, ensuring that property teams are fully prepared to optimize ACRS and One Yield functionality and drive revenue performance from day one.
To accomplish this, the Senior Manager, Digital + Tech Transformation Revenue Management, APEC will develop subject matter expertise covering the end-to-end systems and processes that associates will use to deliver commercial hotel strategies, including Amadeus CRS, One Yield Evolution, Opera Cloud PMS, Opera Sales and Event Solution (OSEM), and use that knowledge to support hotel revenue teams across the continent. The successful candidate will have a deep knowledge of existing revenue management, loyalty revenue management and reservations processes within the continent and the systems that support it, including MARSHA, One Yield, Opera PMS, Opera S&C, CI/TY, SFAWeb/GPO, EMPOWER ResApp, and the Marriott Bonvoy loyalty program with the focus on Revenue Management. Furthermore, the role will understand the shift from MARSHA to Amadeus Central Reservation System (ACRS), and the effects of the change on Revenue Management tasks and processes including rate and price plans, overbooking strategy, guaranteed attributes, non-room products, etc.
KEY RESPONSIBILITIES
End-to-End Testing and Business Process Validation:
- Contribute to end-to-end business process validation testing for the discipline, ACRS, One Yield Evolution, Opera Cloud PMS and Opera OSEM.
- Validate business processes across the full lifecycle of the guest journey, not only for Revenue Management.
- Collaborating with relevant stakeholders in commercial service and other discipline teams in the continent.
End-to-End Deployment Validation:
- Support validation of Land-It tasks, and other items to ensure deployment readiness.
- Align required changes with relevant stakeholders.
ACRS and One Yield Evolution Setup & Pre-Go-Live Support:
- Serve as the subject matter expert on ACRS revenue management modules, including rate plans, price plans, inventory types, and non-room product configuration.
- Serve as subject matter expert on One Yield Evolution modules, including new inventory management and pricing modules.
- Support properties in validating migrated data, identifying gaps, and completing manual configurations as required.
- Provide guidance on best practices for rate plan mapping, policy assignment, and inventory categorization.
- Troubleshoot issues and escalate system or process barriers as needed.
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 revenue management workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges
- Deliver engaging, hands-on training sessions covering ACRS configuration, data migration, rate plan setup, inventory management, and policy validation.
- Guide participants through practical exercises, knowledge checks, and system demonstrations to ensure comprehension and readiness.
- Adapt facilitation style to accommodate diverse learning needs and property types.
Property Support:
- Act as the SME for property Revenue Management 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 Operations, 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.
- Stay current on ACRS and One Yield Evolution enhancements, revenue management trends, and training methodologies.
- Contribute to the development of new learning content and process documentation.
Other:
- Perform other duties as needed.
CANDIDATE PROFILE
Technical & Functional Expertise
- Deep understanding of Marriott’s current reservations and revenue management systems and processes, Marriott Bonvoy Loyalty Program, reservations system and processes, including EMPOWER ResApp.
- Deep knowledge of current Opera PMS, Sales & Catering (including CI/TY and SFAWeb/GPO).
- Ability to quickly learn and build expertise in the new systems and processes that create the entire end-to-end experience for Revenue Management associates, including ACRS, One Yield Evolution, Opera Cloud PMS and OSEM.
- Ability to interpret commercial and operational requirements and translate them into system workflows.
Operational & Business Acumen
- Strong knowledge of revenue management, sales, events, catering, rooms operations and commercial processes within hotels.
Change Leadership & Stakeholder Engagement
- Ability to support hotels and commercial teams through complex system and process changes.
- 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 with continent discipline teams and hotel teams.
- 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
- 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.
REQUIRED QUALIFICATIONS
- 7+ years of progressive experience in revenue management, with at least 3 years in a leadership or SME role.
- Demonstrated experience designing and delivering training or workshops to adult learners.
- Deep knowledge of existing CRS, RMS, PMS, S&C, 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
- MARSHA/ACRS
- One Yield/One Yield Evolution
- Opera PMS v5.6/Opera Cloud PMS
- CI/TY / SFAWeb/GPO / Opera S&C
- EMPOWER ResApp
- JIRA
- ServiceNow/Power of M ticketing for configuration support
- Product Catalog
- Land-It task management systems
- Workshop facilitation materials (slide decks, participant guides, activity sheets)
