Job Number 23148651Job Category Information TechnologyLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United StatesSchedule Full-TimeLocated Remotely? YRelocation? NPosition Type ManagementJOB SUMMARYManages the day-to-day help desk operations of the platform and support staff. Develops and adheres to key performance indicators and resource plans, by researching and implementing best practices to provide cost effective support, to improve customer satisfaction and achieve leadership goals. Acts as a point of escalation for all issues pertaining to staff, customer, and application platform performance. Collaborate effectively with business partners, customers, service providers and suppliers of IT products to create and deliver support services that meet or exceed the needs of the business for cost, quality, and customer engagement. Responsible for the development of staff skills and capabilities from new-hire onboarding through ongoing job training and development. Updates and schedules regular performance using metrics and other data available to achieve continuous improvement and increase individual and team performance. Validates that call resolution processes from initial contact to resolution for supported Marriott business applications consistently meet or exceed service level targets. Validates that team members sufficiently document all service requests and follow all processes and procedures as defined by department and corporate SOP’s. Ensure that all resolutions comply with established OLA’s and SLA’s to include taking appropriate action when out of compliance. The Application Help Desk operates 24X7X365 and although most work will be scheduled during USA business hours there will be exceptions and managers are required to work weekends or as needed to manage critical events or activities. Managers are required to report out on periodic performance metrics (platform/staff) for presentation to leadership, staff, and support partners.CANDIDATE PROFILEEducation and ExperienceRequired:
5+ years’ experience in business application support, call center, customer service or hotel operations roles.
3+ years’ supervisory or management experience
3+ years’ experience in a Revenue Management role using the One Yield Application and related applications such as MARSHA and Total Yield.
Strong communication skills (written and verbal)
Undergraduate degree or equivalent experience/certifications
Previous experience in managing and leading teams from 5 to 20 associates
Established work history of strong customer service
Ability to effectively manage customer concerns and complaints
General knowledge of Marriott Support functions and Marriott business processes
Strong communication skills (written and verbal)
Skilled at listening and persuading
Experience in supporting change management efforts
Ability to use MS Office products to include Excel, PowerPoint, and other products
Ability to use tools to include the ServiceNow CRM reporting module and Telephony ACD tool to produce staff performance and platform metrics
Strong history of team and leadership orientation
CORE WORK ACTIVITIES
Oversees proactive problem follow up and timely resolution to contacts, driving problem escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented service level agreements including Service Providers.
Communicates timely and relevant information to associates.
Attends business meetings/training as necessary representing the application support team and customer experience
Functions as the customer advocate for Marriott business applications and PMS
Coordinate training and guidance to associates, where appropriate, and serving as a point-of-contact for problem resolution
Responsible for own work and contributing to team, department and/or business results.
Conduct performance reviews for associates
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Assist and conduct service reviews with application support and business leaders, Service Providers, and other GT partners.
Ensure documented procedures and current content is available in knowledge base for all supported applications.
Create, manage and monitor ongoing support training for analyst’s, coordinating the training with other groups as needed.
Serve as point of escalation for support issues reported by internal and external sources.
Ensure proper staffing to meet set goals.
Monitor and provide reporting of key metrics to analysts on a periodic basis.
Performs other duties as appropriate.
Implementing and Managing Continuous Improvement Program
Drives adoption of continuous improvement or similar metrics to align with the industry
Demonstrates continuous improvement through metrics of quality consistency and client satisfaction
Works with application development service providers, IT teams, and business partners to implement continuous improvement activities
Responds to issues identified in project surveys or other feedback processes, to continually improve client satisfaction
Managing Projects and Priorities
Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
Provides direction and assistance to other teams regarding projects. Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
Analyzes information and evaluates results to choose the best solution and solve problems.
Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc.
Plans, develops, implements, and evaluates the quality of the teams’ operations.
Provides recommendations to improve the effectiveness of processes or programs.
Understands and meets the needs of key stakeholders.
Supports achievement of performance goals, budget goals, team goals, etc.
Leading Discipline Team
Champions leaders’ vision for product and service delivery.
Works with direct reports and peers to develop and implement strategies and goals. Communicates a clear and consistent message regarding goals to produce desired results.
Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.
Managing and Conducting Human Resources Activities
Interviews and hires employees.
Promotes the fair and equitable treatment of employees.
Facilitates regular, ongoing communication in department (e.g., bi-monthly touch point staff meetings).
Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees.
Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.
Solicits and follows up on employee feedback.
Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating
Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures that incorporates feedback gathered and provided in monthly rap sessions with associates
Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Identifies talents of direct reports and their teams and assists with their growth and development plans.
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 considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local 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.Full-time