FLEX Senior Manager, Revenue Management

Marriott Hotels Resorts • Bethesda, MD

3d

About The Position

The Senior Manager Revenue Management, Deployment Support Resource – Central Reservation System Team (CRST) will play a critical role in supporting the successful deployment of Marriott’s multi-year Power of M transformation initiative, which aims to modernize technology and business processes to achieve the company’s vision of becoming the world’s favorite travel brand. The Senior Manager Revenue Management, Deployment Support Resource – CRST will serve as a key contributor during each deployment wave and cutover event, serving as a Revenue Management resolution specialist for issues and incidents. This role will be responsible for triaging and resolving tickets assigned to the CRST ServiceNow support group, leveraging deep knowledge of the team’s system capabilities, functionality, processes, and tools. The RM Deployment support resources will collaborate closely with the Global Command Center, Service Desk, and other support tiers to ensure timely and effective resolution of issues during live deployment windows and stabilization periods.
CANDIDATE PROFILE
Education and Experience Required

Requirements

• 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• 5+ years of relevant professional experience in technology support, operations, business systems or related field demonstrating progressive career growth and a pattern of exceptional performance

Nice To Haves

• Experience working in a ticketing or incident management environment.
• Ability to troubleshoot, analyze, and communicate issue details clearly in real time.
• Proven leadership experience with end-user service support with a global scope.
• Prior experience participating in large-scale deployment, rollout, or cutover events.
• Strong hotel/market experience and/or knowledge of Marriott lodging systems / business processes / hotel operations.
• Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.

Responsibilities

• Actively monitor and resolve tickets assigned to the CRST ServiceNow support group, ensuring timely triage and resolution in line with established service level agreements.
• Serve as a primary deployment-facing point of contact for functional issues within the CRST domain.
• Participate in 24/7 coverage rotations during cutovers and deployment waves, providing real-time response and resolution.
• Serve as a first point of contact to address questions from the Room Set up Tool Managers
• Apply functional and systems knowledge of CRST to analyze and address incidents, data issues, configuration gaps, and user concerns.
• Escalate issues when necessary, partnering with technical teams, deployment leads, or command center resources to drive solutions forward.
• Collaborate with other support teams to ensure end-to-end visibility and coordination for cross-functional incidents.
• Contribute to the documentation of known issues, workarounds, and updates to knowledge base articles (KB) or job aids.
• Support validation and testing of issue resolution where needed, working with impacted hotels, business stakeholders and/or CRST as appropriate.
• Participate in daily support calls, wave readiness reviews, and cutover planning sessions.
• Log accurate ticket notes, resolution steps, and time-to-close details in ServiceNow for issue tracking and reporting purposes.
• Ensure all hotel communication via Service Now is professional and in the Power of M voice.
• Lead/support Office Hours for CRST as needed
• Perform other duties as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Manager