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Director - Front Office Operations and Business Process - Commerce

Posted April 7, 2021

Marriott International
Bethesda, MD

About This Job


The Director, Front Office Operations & Business Process (PMS) is part of the Global Operations (GO) department which is responsible for taking ideas into implementation across all brands, disciplines, and continents. This position is part of the GO PMS team and will support the future PMS + Commerce strategy.

Coordinate, plan, implement all requirements to achieve integration and business results for Loyalty components. Provides PMS subject matter expertise for the MCP Commerce pillar including input and insight into property system requirements as the commerce systems are being developed. Actively participates in defining and approving user experiences and oversees creation of processes to support new tasks and organization. Oversees operational input into future systems enhancement or integration designs to ensure operational requirements are met effectively. Ensures key operational integration needs are met (e.g.  Reservations, Payments, Financial, etc) via solution design. Oversees operational participation in requirements, design approvals, UAT, Beta, Pilots, and supporting the deployment of this strategy.

The core focus areas for this role are:

  1. Design, Develop and Support future PMS + Commerce Strategy
  2. PMS Subject Matter Expertise 


Education and Experience

 4-year bachelor's degree from an accredited university in a related field appropriate to work of the position; OR related work experience; plus 5 -10 years of hotel experience or other relevant experiences using property management systems


  • Experience with Property Management Systems and/or operational experience
  • Experience with technology initiatives and processes needed to support delivery and ongoing support
  • Strong project management skills
  • Solid ability to manage multiple stakeholders
  • Ability to problem-solve and leverage resources to optimize department capabilities
  • Strong oral and written communication skills; excellent interpersonal and leadership skills; able to collaborate effectively with others in a cross-functional team
  • Strong analytical skills to ground decision making and problem solving
  • Confident ability to present to large and executive level audiences
  • Strong technology aptitude
  • Experience working with international teams and supporting global systems and operational processes
  • Experience working with external service providers
  • Strong process management, negotiating, influencing, and problem resolution skills
  • Strong communication skills
  • Previous leadership experience and managing a team of associates


  • Experience with LightSpeed, Opera, FSPMS, FOSSE desired
  • Property Experience desired
  • Experience working with external finance/accounting service providers (Accenture Hospitality Services)


  • Leads design + development of the future PMS Strategy
    • Provide subject matter expertise in the future PMS strategy providing system and operational subject matter expertise relating to business processes, operational processes, interfacing enterprise systems, new property openings, conversions and future acquisitions 
    • Participates in assessment of PMS impact related to new initiatives such as hotel conversions and acquisitions, enhancements to PMS or integration with related programs (e.g. Marriott Bonvoy integration, MARSHA) 
    • Provides operational input into future systems enhancement or integration designs to ensure operational requirements are met effectively
    • Develops and documents business processes, operational procedures, policies, and best practices for PMS
    • Represents the PMS team with Continent IT, Continent Lodging Services (CLS) and Opening + Transitions Teams
    • Participates in requirements, design approvals, UAT, Beta, Pilots, and supporting the deployment of this strategy
    • Partners with stakeholders of other disciplines to identify operational needs, review enhancements and or integration, prioritizing and ensuring that specifications are met
  • PMS and Operations Business Process Subject Matter Expertise
    • Participates in managing and providing subject matter expertise for new initiatives with future PMS system impacts and/or dependencies
    • Provides PMS subject matter expertise and support to new brand acquisitions
    • Partner with Marriott’s Finance Business Partners and Stakeholders
    • Partner with Marriott’s Accounting & Finance Service Providers (Accenture Hospitality Services)



  • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace
  • Communication –Conveys information and ideas to others in a convincing and engaging manner through a variety of methods
  • Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action
  • Professional Demeanor – Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values; remains composed and focused even in high-stress situations
  • Strategy Development – Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes

Managing Execution

  • Building and Contributing to Teams – Participates as a member of a team to advance common goals, while fostering cohesion and collaboration among team members
  • Ability to Work Independently – Proven ability to advance work products with limited guidance and oversight, consistently bringing well-reasoned points of view to discussions with manager and other leaders 
  • Strategy Execution – Ensures successful execution across business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes
  • Driving for Results – Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required
  • Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed

Building Relationships

  • Customer Relationships – Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with Marriott’s service standards
  • Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships
  • Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential

Generating Talent and Organizational Capability

  • Organizational Capability – Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit
  • Talent Management – Provides support and feedback to help individuals develop / strengthen skills and abilities needed to accomplish work objectives

Learning and Applying Professional Expertise

  • Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others
  • Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges
  • Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
    • Demonstrates working knowledge of discipline-specific systems, tools, and business practices
  • Basic Competencies - Fundamental competencies required for accomplishing work activities:  
    • Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers)
    • Mathematical Reasoning – Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues
    • Oral Comprehension – Listens to and understands information and ideas presented through complex conversation
    • Reading Comprehension – Understands written English at a level that allows fluid professional communications
    • Writing – Communicates effectively in writing, and can tailor writing style to suit the needs of variable audiences
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.

About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

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What Does it Mean to Be a Marriott International Associate?

It means feeling the power of belonging. We feel it each and every day. It comes from being recognized. It comes from knowing Marriott International sees talent in each of us. And, it comes from working together, as a family, to make our guests feel as much at home as we do. It's why so many of our associates come for a job, but stay for a career.


  • Marriott's managers and leaders take a personal interest in each associate
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  • Marriott is committed to hiring a diverse workforce and sustaining an inclusive culture


  • A work environment that is a "home away from home" for many associates, where co-workers are also friends
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We believe our strength is rooted in our five core values:

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These values are our legacy and our future. As we pursue our vision of making Marriott the #1 travel company in the world, we never lose sight of our founding principles and our proud heritage. We are constantly innovating and evolving, but we'll always stay true to who we are, because we believe the way we do business is as important as the business we do.