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Marriott Director, Housekeeping Operations & Business Process, Global Operations in Helena, Montana

Job Number 22135668

Job Category Rooms & Guest Services Operations

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management


The Director, Housekeeping 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 Rooms Operations team and will support the future PMS strategy and other Rooms Operations business processes.

Coordinate, plan, implement all requirements to achieve integration and business results for PMS Strategy. Provide subject matter expertise for the PMS strategy development including system and operational subject matter expertise relating to business processes, operational processes, interfacing enterprise systems, new property openings, conversions, and future acquisitions. This resource will develop and document business processes, operational procedures, policies, and best practices for PMS and participate in requirements, design approvals, UAT, Beta, Pilots, and supporting the deployment of this strategy.

Additionally, they lead and support business processes within Room Operations. In that, they maintain stakeholder relationships and ensure compliance and deliverables. The Director will have expertise in managing larger business processes and/or projects, setting priorities and measurable objectives, monitoring, and reporting on the process, progress, and results.

The core focus areas for this role are:

  1. Rooms Operations Subject Matter Expertise

  2. Establish strategy and lead room operations business processes

  3. Design, Develop and Support future PMS Strategy


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 (ex. Accenture Hospitality Services)


  • Leads design + development of the future PMS Strategy

  • Provides 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 Rooms 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

  • Leads and Supports Rooms Operations business processes

  • Partners with Marriott’s Finance Business Partners and Stakeholders

  • Partners with Marriott’s Accounting & Finance Service Providers (ex. 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 – P articipates 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

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

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. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?