FLEX Senior Manager, Revenue Management
Company: Marriott Hotels Resorts
Location: Bethesda
Posted on: April 1, 2026
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Job Description:
Description 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.
Keywords: Marriott Hotels Resorts, Bethesda , FLEX Senior Manager, Revenue Management, IT / Software / Systems , Bethesda, Maryland
