FLEX Manager, Digital Guest Experience and Empower (GXP)

Candidate Profile

The FLEX Manager, Digital Guest Experience (DGE) + GXP requires a 4-year Bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related field, with 3+ years of hospitality leadership experience. Preferred candidates have a combination of education and experience, along with certification as a Hospitality Trainer and experience facilitating training. Strong analytical skills and knowledge of MARSHA, Opera/FSPMS, LightSpeed, and Fosse are also preferred.

Core Work Activities

• Provide operational support for Digital Guest Experience and GXP across brands in the US and Canada.
• Provide insight and recommendations for the development and refinement of DGE and GXP platforms and operational processes that improve platform usability, service delivery, and adoption.
• Identify property-level performance gaps and partner with continent leaders to implement targeted solutions.
• Design and enhance training materials for on-property and above-property audiences.
• Facilitate workshops and training sessions that build operational capability and support platform effectiveness.
• Participate in continent and global forums to provide guidance, updates, and operational direction on guest experience platforms.
• Contribute to establish and communicate performance metrics and scorecards to monitor results and support decision-making.
• Support deployment activities for guest experience platforms, including launch readiness and in-market execution.
• Analyze operational data to identify service gaps and recommend process improvements and training strategies.
• Contribute to system development, implementation, defect resolution, enhancements, and upgrades for Digital Guest Experience and GXP platforms.
• Coordinate project timelines, goals, and deliverables with internal partners, vendors, and technology teams.
• Serve as a subject matter expert for Digital Guest Experience and GXP and business partner with key disciplines to ensure successful rollout and implementation of initiatives.
• Build and maintain strong partnerships with cross-functional stakeholders across Continent Operations, eCommerce, Marriott IT, Loyalty, Global Operations, brand leaders, and external partners.
• Maintain a responsive communication channel and escalate complex issues to Senior Leadership as needed.