Manager, Commercial Tools & Service, Operations

JOB SUMMARY The Manager, Commercial Tools & Service, Operations, will lead a team responsible for delivering proactive, day-to-day commercial support to hotels across Greater China. This role focuses on resolving property issues in revenue management, sales, marketing, digital, and distribution functions while anticipating trends to prevent recurring problems. The Director ensures the team acts as a strategic partner to the Commercial Support Planning team, providing subject matter expertise to refine commercial programs. Key priorities include reducing hotel operational friction, elevating hotel capabilities through education (e.g., office hours, FAQs), and driving self-service adoption via knowledge tools. This role will play an important role in supporting leadership team of Commercial Tools & Services to build Commercial Tools & Services center together to provide hotels with enhanced, AI-enabled one-stop-shop providing access to “360” suite of tools, services and content that outline strategic guardrails through consistent standards and assets. CANDIDATE PROFILE Education and Experience Required Bachelor’s/Master’s degree in Sales & Marketing, Business Administration, Revenue Management, Distribution, Marketing or Digital. 5 years of progressive work experience in hotel industry with focus on functions of operations in revenue management, sales & marketing, digital and distribution. Solid Greater China work experience in client services role, executing revenue strategies, distribution strategy, marketing plans, brand communications, marketing campaign pull-through, Digital operations and trainings. Preferred Hotel property experience Proven track record in leading changes and innovation, driving support efficiency and excellence in commercial functions Knowledgeable in Marriott commercial tools, systems and platforms across revenue management, sales, marketing, digital and distribution functions (e.g. HPP, OneYield, MarRFP, Product Catalog, DAC, mPortal, MiNT, eFast, GGT, S&C systems, etc.,) Strong analytical, organization, decision-making, problem-solving, consensus building, conflict management, change management, and coaching skills. High level of integrity and professionalism. Passion and in-depth understanding of the hospitality industry, excellent comprehension of revenue, sales, distribution, marketing & digital systems, tools, principles and processes Fluent in oral and written communication in Chinese (Mandarin) and English preferred CORE WORK ACTIVITIES & KEY RESPONSIBILITIES Driving Commercial Support Operation Efficiency Driving support team KPIs (e.g., support efficiency, property and stakeholders’ satisfaction) to improve performance of the support operations team Implement an efficient support system and maintain standardized support processes and standards (working rules) to enable team members to reach their full capability potential in providing scalable support to hotel teams, ensure consistent delivery, as well as regulatory and compliance Escalate property issues with high impact and sense of urgency, and engage proactively with properties and stakeholders, to ensure the expectations are met Leading proactive support measures, such as functional webinars, office hours and FAQ sessions, to properties, to prevent repeating issues from recuring at more hotels Support the cross functional initiatives between commercial and operations that will help properties to drive non-RevPAR toplines Pulling through global and continental initiatives, ensuring successful deployment of such initiatives and programs within the properties in the continent Build and maintain a dynamic knowledge base Provide governance across enterprise and continent-wide programs and policies and maintains a team capable of running audits and providing metrics and actionable insights Leading the SME roles in the commercial tools and services team projects Knowledge Management & Learning Program Delivery Leading the delivery of standard and on request training programs – RM, sales, digital/marketing, reservations, distribution Working with program planning team to constantly evolve learning programs and commercial toolkits to upskill hotel teams. Provide functional expertise in creating property-specific commercial tools and playbooks (e.g. demand generation toolkit, functional training short videos) to empower hotels in executing topline strategies. Leading the team to play a role of SME in contributing to supplemental knowledge sharing to properties (e.g. Field Webinars, Functional Webinars, short video trainings, and other formats) Cross Function and Regional Support Partner with other functional teams and external partners to provide Subject Matter Experts support on programs and initiatives, e.g. Campaign offers and process, JV related business process management, ASO offer support and team onboarding Support regional teams initiatives and requests with commercial implications