Senior Manager, Global Property Management Systems

The Senior Manager, Global Property Management Systems (GPMS), is part of the Global Operations (GO) organization, which enriches the stay experience by creating value for guests and owners while advancing authentic hospitality. This role provides support, and subject matter expertise to inform the design, build, and execution of Marriott’s PMS. The Senior Manager operationalizes PMS requests and enhancements, including hotel issue resolution, service ticket monitoring, and property-level troubleshooting, and supports the future PMS strategy by contributing to testing, training, deployment, and property support.  

• 4-year Bachelor’s degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management or related major   

• 5+ years of hospitality experience,  

• 3+ years of hotel systems experience or other relevant experiences using LightSpeed, Opera, FOSSE and/or FSPMS   

• Experience supporting global systems and operational processes  

• Managing multiple tasks and projects  

• Familiarity with system troubleshooting, hotel training and customer service  

• Support PMS strategy by preparing the business for ongoing Agilysys PMS enhancements, operational updates, and related operational readiness activities  

• Establish and maintain standard business processes that help hotels and support teams navigate PMS tasks, workflows, and operational questions  

• Serve as the operational subject matter expert in partnership with cross-functional stakeholders, translating hotel needs into clear business requirements for Agilysys PMS and cross-PMS enhancement designs  

• Lead PMS-agnostic initiatives from an operational and business perspective, including SME coordination and escalation support  

• Develop and maintain PMS knowledge resources, MGS pages, user guides, FAQs, quick reference materials, and troubleshooting documentation to drive adoption and self-service support  

• Create role-based training and communication materials, including e-learning modules, job aids, facilitator guides, and PMS impact updates, in partnership with continent teams  

• Partner with IT to define and refine support intake processes as needed to ensure efficiency and timeliness  

• Own end-to-end ticket execution in Jira and ServiceNow, including monitoring, triage, first-level troubleshooting, escalation coordination, recurring issue documentation, and ticket standardization