FLEX OSR Enterprise Program Support Services – Project Manager

JOB SUMMARY

The FLEX OSR Enterprise Program Support Services (EPSS) Project Manager is a member of the Operations Support Resources (OSR) team and serves as a flexible operational subject matter expert supporting enterprise programs, continent initiatives, and hotel performance improvement efforts. Drawing upon expertise in Rooms Operations, Food & Beverage Operations, or both, this role provides training, consulting, operational assessments, project management, and hands-on coaching designed to strengthen service culture, improve operational execution, enhance system adoption, and elevate the overall guest experience across Marriott-managed and franchise hotels.

The EPSS Project Manager partners with hotel leaders, associates, owners, franchisees, and internal stakeholders to assess operational needs, facilitate workshops, deliver training, implement operational and system-related initiatives, and develop tailored solutions that drive measurable and sustainable performance improvement. Success in this role requires the ability to manage multiple projects simultaneously, adapt to varying hotel environments and business needs, and build strong relationships across a diverse stakeholder group.

Programs supported may include PMS Systems + Guest Experience, Operational Impact Support, Post Opening Hotel Operational Refresh, F&B Refinement, Midscale OSR Support Initiatives, and other enterprise programs and performance improvement initiatives as assigned.

Ability to Travel Up to 100%.

CANDIDATE PROFILE 

Education and Experience 

Required

• 5+ years of hotel operations leadership experience with responsibility for one or more operational disciplines, including Front Office, Housekeeping, Food & Beverage, Guest Services, or related hotel operations areas.
• Experience with hotel systems such as FOSSE, FSPMS, Opera, Lightspeed, StayPMS, EMPOWER GXP, MICROS, or similar platforms[MS1] .
• Knowledge of Marriott brands, operational standards, and guest satisfaction programs.
• Advanced proficiency in Microsoft 365 tools, including SharePoint, Microsoft Teams, Outlook, Sway, PowerPoint, Excel.

Preferred

• Associate or bachelor’s degree in business related field.
• Experience managing multiple projects, assignments, or operational priorities simultaneously.
• Experience supporting managed and franchise hotel environments across multiple brands or operating models.

CORE WORK ACTIVITIES

• Independently manages assigned hotel engagements across Enterprise Program Support Services programs and initiatives, including project scope, timelines, deliverables, stakeholder communication, follow-up actions and accountability for completion.
• Supports pre-work, onsite deployment, virtual follow-up, and post-engagement activities to ensure successful project execution and sustainability.
• Conducts operational assessments using performance data, guest satisfaction insights, brand standards, and onsite or virtual observations.
• Translates findings into tailored action plans for each hotel's operational needs that improve guest experience, operational execution, system adoption, and service consistency.
• Serves as the operational subject matter expert for Rooms, Food & Beverage, guest experience, hotel systems, and operational processes, adapting guidance and support based on each hotel’s assignment needs, brand expectations, and performance priorities.
• Delivers training, provides coaching, hands-on learning, and support to hotel associates and leaders for property management systems, guest experience platforms, and related operational processes.
• Partners with and assists hotels in strengthening service culture, leadership effectiveness, workflow optimization, and adoption of operational processes, systems, tools, and best practices that improve guest satisfaction and business performance. 
• Collaborates with stakeholders to identify opportunities that improve efficiency and enhance the guest experience.
• Influences hotel leaders, owners, franchisees, associates, and internal stakeholders for assigned engagements to align on priorities, remove barriers, adopt recommended actions, and sustain performance improvement.
• Provides consultative guidance and performance improvement recommendations based on operational observations and business results.
• Tracks engagement outcomes, documents observations and recommendations, monitors risks and follow-up actions, and communicates progress, results, and escalation needs to stakeholders and leadership.
• Shares field insights and best practices that contribute to the ongoing improvement of Enterprise Program Support Services programs and initiatives.
• Maintains current knowledge of Marriott operational standards, hotel systems, brand standards, enterprise program priorities, and strategic initiatives.

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.