Relocation Assistance Provided
Job Summary
The Manager Resort Guest Technology Platforms will serve as the application owner and subject matter expert for critical systems in MVW resorts. This position will leverage resort operations experience and technical expertise to drive the implementation, maintenance and upgrades of PMS, POS, key systems, to name a few.
This position will also lead associates providing delivery and operational support of resort technology related applications across all MVWC brands for existing operations, new Development, expansions, operational enhancements/upgrades, and upfits of technology as deployed in Properties, Resorts, Marketing, and Sales Centers globally.
The manager will be responsible for complete project lifecycle for IT component and property-related systems to include estimation, budget tracking, procurement, scheduling, vendor engagement, resource management, delivery, documentation, and all other provisions for continued operational success for steady-state operation post-deployment.
This position will also work within the IT Global Field Services Team, partnering with Regional/Global Field Services Team Associates, Resort Operations, A&C, Procurement, other IT disciplines, and business units as needed.
Expected Contributions
- Provide tasking, oversight and coaching for a team that is responsible for the implementation, maintenance and life-cycle support of resort-based technologies including (but not limited to) PMS, POS and Key.
- Liaise with business stakeholders to design and implement technology solutions. The Lead will serve as a bridge between resort operations leadership and the various IT groups that support property systems.
- Plan, organize, and integrate cross-functional information technology projects at the local, regional and global scales.
- Maintain project timeframes, resource allocation and status reports
- Sets and racks project milestones; manages and accounts for unforeseen delays, then realigns schedules and expectations as needed.
- Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives
- Establishes and implements project communication plans, providing status updates to affected staff and stakeholders.
- Assign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestones
- Lead a team responsible for identifying solutions to address day-to-day maintenance, administration, and reliability of enterprise systems.
- Work closely with the EUS Endpoint Engineering and Service Delivery teams to automate solutions and software deployments.
- Hold regular technical team meetings to determine progress and address any questions or challenges regarding project deliverables or outages in critical resort systems.
- Work with external vendors and entities to manage project schedules and resource allocation.
- Establish training processes and create documentation for resort application team members and field services personnel for the implementation of new systems and resolution of common errors.
- Coordinate and escalate with internal and external resources to resolve large scale outages in property systems.
- Drive feedback loops from Incident and problem Management back into Delivery teams, so that quality improves over time
- Determine need for new Problem tickets or association with Known Errors or other existing Problems, to help advance continual operational improvement.
- Trains and/or mentors other team members, and peers as appropriate
- Collects, analyzes, and summarizes information as needed to share with internal and external resources as needed to support project and operational objectives.
- Leads the coordination for resolving application incidents in the production environment as a technical expert and manager of vendor, contractor and internal resources.
- Manages the implementation of vendor issued patches and document deployment plans
- Establishes repeatable delivery processes and dashboards to gain efficiencies based on experiences.
- Analyzes business rules and guides team in configuring resort systems according to such rules
- Partners with Resort Operations, Architecture & Construction, and Marketing & Sales groups.
- Travel, domestic and international up to 30%
Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:
Education
•BS/BA in Technical Discipline and/or equivalent work experience in Technical discipline.
Experience
- 5+ years’ experience supporting Windows Desktop/Server OS based resort systems such as PMS, POS and key.
- 5+ years’ in resort operations experience, preferably in front desk/back-office/housekeeping departments.
- 5+ years’ experience in managing associates.
Skills/Attributes
Requires experience in the following skill sets:
•Extensive experience deploying hospitality-related technical systems, including, but not limited to POS, PMS and related systems interfaces, and Key Systems.
•Understanding of terms and lifecycle of construction, new build, and steady-state operational environments.
•Experience integrating external systems to resort technology systems in a secure and reliable manner
•Extensive experience analyzing system and data problems
•Experience with data gathering, understanding and defining requirements, documentation, reporting, and strategic management.
•Significant experience managing outsourced vendors.
•Excellent verbal and written communications.
•Experience with compliance of PII and PCI Data Security Standards (DSS)
•Demonstrated ability to handle critical systems operations conditions
- Very strong background in network troubleshooting and configuration.
- Proven ability to plan, organize and implement new builds and upgrades of resort-based technology systems.
- Strong background in supporting technology systems in an enterprise environment. Applicant should be very familiar with the management of end user devices leveraging Active Directory, local security policy and other tools.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
