Manager, Commercial Tools & Services – Operations (one year contractor)

JOB SUMMARY The Manager of Commercial Tools & Service, Operations, is an individual contributor and subject matter expert (SME) who provides proactive, high quality, time solution of day to day commercial support for hotels across Greater China. This role focuses on resolving properties issues in revenue management, sales, marketing, digital, and distribution functions while designing preventive interventions for potential recurring problems. The Manager balances frontline leadership with hands-on issue resolution, while also contributing to proactive education and knowledge sharing. The Manager identifies patterns in support tickets and collaborates with the Senior Manager to escalate trends for broader intervention. 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 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 adapting to changes and innovation, improving 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.,) Skilled in collaborating with a team of subject matter experts with diversified commercial backgrounds Strong analytical, organization, decision-making, problem-solving, consensus building, conflict management, change management 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 Commercial Support Operation Monitor self and team performance against KPIs (e.g., support efficiency, property and stakeholders’ satisfaction) Driving adoption of support system and standardized support processes on support to hotel teams, ensure consistent delivery, as well as regulatory and compliance Flag recurring or high-impact issues to the Senior Manager for trend analysis and proactive resolution design Escalate property issues with high impact and sense of urgency Deliver proactive support, 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 Execute the pulling through of enterprise and continent-wide programs, initiatives and policies to properties, and leading audits, as well as identifying metrics and actionable insights Acting as SME in the commercial tools and services team projects, and cross functional projects Knowledge Management & Learning Program Delivery Support standard and on request training programs – RM, sales, digital/marketing, reservations, distribution Contribute to the creating and evolvement of learning programs and commercial toolkits to upskill hotel teams. Support in maintaining a dynamic knowledge base Provide support in creating property-specific commercial tools and playbooks (e.g. demand generation toolkit, functional training short videos) to empower hotels in executing topline strategies. Support the delivery of 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 Provide support in regional teams initiatives and requests with commercial implications Driving Change Embrace the culture of change and innovation, bring positive impact to the rest of the team Constantly learning and absorbing cross-functional commercial knowledge – for the systems, platforms, tools, programs, processes that the CTS team support Adopting tech enabled tools and automated process to elevate efficiency. Supports Commercial Tools & Services team key priorities and ad-hoc commercial projects