Job Information
Marriott FLEX Senior Manager, Revenue Management in Bethesda, Maryland
Additional Information
Job Number 26032211
Job Category Revenue Management
Location Marriott International HQ, 7750 Wisconsin Ave, Bethesda, Maryland, United States, 20814 VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20Wisconsin%20Ave%2C%20Bethesda%2C%20Maryland%2C%20United%20States%2C%2020814)
Schedule Full Time
Located Remotely? Y
Position Type Management
Pay Range: $48.26-$71.05 per hour
Expiration Date: 03/31/2026
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
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
Preferred
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.
CORE WORK ACTIVITIES
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
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here (https://life.marriott.com/wp-content/uploads/2025/09/benefitsoverviewf_2025edits_8.19.25.pdf) to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.
Washington Applicants Only : Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
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.