Resort Technology Delivery Lead

Business Context

Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands. The Company also operates exchange networks and membership programs comprised of nearly 3,200 affiliated resorts in over 90 countries and territories, as well as provides management services to other resorts and lodging properties.

As a leader and innovator in the vacation ownership industry, the Company upholds the highest standards of excellence in serving its customers, investors and associates while maintaining exclusive, long-term relationships with Marriott International, Inc. and Hyatt Hotels Corporation for the development, sales and marketing of vacation ownership products and services.

The vision of MVW is to strive to build long-lasting relationships with their Owners, Members, customers, and associates to help them live their lives to the fullest. Innovation. Integrity. Excellence. This is the story of MVW. And while the company spans brands and businesses, decades and continents, their shared inspiration continues to drive them forward: delivering unforgettable experiences that make vacation dreams come true.

Global Technology Context

The Global Technology (GT) team at Marriott Vacations Worldwide (MVW) is on a multi-year journey to modernize technical and digital products and platforms across all business lines. This role requires with technical leadership for MVW's enterprise hotel and resort technology products and/or platforms. The incumbent is a resort technology subject matter expert.

Specific Job Summary

Based at the Marriott Vacations Worldwide (MVW) Corporate Office in Orlando, FL, the Resort Technology Delivery Lead plays a critical role in the solution design and delivery of at least one hotel or resort technology product and/or platform technology across all brands and at all hotel and resort locations across the MVW Enterprise. Resort technology deployments are designed to enable and enhance Owner, guest, and customer experiences by translating product requirements into value delivery in support of achieving strategic Resort Operations business objectives and key results (OKRs).

The role is responsible for creating business value by providing solution design and delivery of one or more hotel or resort technology products, platforms, or applications, e.g., PMS, POS, door locks, credit card processing, HSIA/Wi-Fi, guest room entertainment, activity/event booking, staff key management, PBX, emergency management systems, guest texting, and other similar resort technology applications.

Oversees solution design and delivery of at least one technical product throughout the product life cycles by ensuring product features meet technical systems, security, data privacy, and architecture compliance standards and the implementation of governance, best practices, release management, and product performance optimization.

Key Results

• Resort Operations technical delivery team members are engaged, motivated, and operating effectively.
• Resort Operations technology systems are highly resilient and secure.
• Internal and external information security risks are identified, assessed, and mitigated in accordance with the company's risk threshold.

Working Relationships

• Pod Product Lead
• Pod Resort Operations Business Product Owner
• Pod members
• Global Technology Stakeholders
• Resort Operations Business Leaders

Specific Expected Contributions

• Partners with Resort Operations business leaders, product leads, business product owners, change management, and communications representatives, and other key stakeholders across the MVW enterprise to design and deliver technology solutions to end users.
• Partners with key stakeholders to build and lead the execution of project plans to design and deliver hotel and resort technical product and platform solutions.

• Leads implementation of hotel and resort product application solutions, customizations, and integrations to meet business needs within established cost parameters.
• Partners with technology infrastructure teams supporting resort systems including networks, servers, and databases.

• Partners with security and data privacy teams to implement measures protecting guest data and ensuring system safety from cyber threats.

• Introduces automation tools and standardizes production platforms to scalability as technical products expand.

• Partners with product lead and business product owner with the goal of identifying opportunities for delivery and implementation process improvements and technical product system enhancements.
• Ensures reliability, scalability, and security of Resort Operations technical products adhering to best practices and compliance standards.
• Partners with technical vendors to manage solution delivery and evaluate performance.
• Stays abreast of new hotel and resort technical application features evaluating applicability to achieving business goals and leading adoption of relevant innovations within the operations ecosystem.

• Drives change management initiatives to ensure smooth adoption of new systems and processes across the organization.
• Explores new tools, techniques, and methodologies.
• Continuously improves delivery processes and workflows.
• Performs other related tasks as appropriate.
• Actively participates and contributes to the Product and Platform Pods

• Ensures reliability, scalability, and security of the enterprise systems adhering to best practices and compliance standards.
• Manages vendor relationships, including selection, contract negotiation, and performance evaluation.

• Performs other related tasks as appropriate.

Specific Candidate Profile:

Education

• Bachelor of Science (BS) degree that is technology based in information technology, engineering, computer science, or statistical/math sciences preferred or equivalent work experience.
• Master's degree, e.g., MBA or in Computer Science preferred.

Certifications Preferred

• Relevant certifications in IT management, project management, or hospitality industry standards.

Experience

• At least eight years progressive experience in hotel and resort technical ecosystem is crucial. Possess an understanding of hotel and resort technical products, architecture, and best practices.
• Experience implementing scalable, secure, and integrated IT solution design for resort environments.
• Experience designing and delivering hotel and resort technology systems and tools to enable products and on behalf of Owners, guests, and end users.
• Experience in solution designing and implementing scalable, secure, and integrated IT solution design for Resort Operations environments.
• Experience defining and leading large-scale technical projects with multiple stakeholders.
• Experience in a multi-national, matrix structured organization preferred.
• Experience in Hotel Management, Vacation Ownership, or Hospitality preferred.

Skills/Attributes:

Analytical and Strategic Thinking

• Strategic Thinking: Capacity to align hotel and resort technical solutions with the Resort Operations strategic goals and objectives. Ability to be a strategic thought partner at the intersectionality of technology and the business with senior leaders.
• Analytical Skills: Ability to analyze data and metrics to assess the performance and impact of Resort Operations technologies.

• Hotel and resort technical product expertise: In-depth knowledge of enterprise resort technology systems (POS, PMS, Key/Access Systems, Guest Experience, Staff Experience, etc.) . Ability to integrate diverse systems such as property management systems (PMS), point-of-sale (POS), and guest experience platforms.
  
  • Migration and Integration: Experience with migrating data from legacy systems to Hotel and Resort and other enterprise technical platforms, products, and systems.
  • Security and Compliance: Understanding of security protocols and compliance requirements related to hotel and resort technical operations.
  • Scripting and Automation: Proficiency in PowerShell and other scripting languages to automate tasks and streamline processes.
  • Troubleshooting and Support: Strong problem-solving skills to diagnose and resolve issues related to hotel and resort platform and product implementations.

Project Management Skills

• Requirement Analysis: Skills in gathering and analyzing business requirements to tailor hotel and resort technical solutions to meet business needs.
• Planning and Execution: Ability to plan, execute, and manage projects, ensuring they are completed on time, within budget while meeting technical and quality requirements.

• Change Management: Experience in managing change within an organization, including training and supporting end users.
  
  • Proven verbal and written communication skills to convey technical concepts to non-technical stakeholders in easy-to-understand ways. Able to contribute ideas that challenge assumptions and thinking.
  • Customer Focus: Commitment to a strong customer service orientation to understand and address internal client needs effectively. Ability to build empathy with key stakeholders in the course of their daily work. Ability to support on property staff to improve their experience using technology.
  • Collaboration: Proven ability to collaborate within the GT organization at all levels, vendors, and Managed Service providers to architect solutions and oversee successful project implementations.
  • Leadership Courage: Ability to influence at all levels, lead, motivate, and inspire team members, driving successful implementation and adoption of group product features and solutions.

Additional Attributes

• Flexibility to adapt to changing project requirements and organizational dynamics within a matrixed organizational structure.
• Curiosity and Continuous Learning: Commitment to staying updated with the latest technical features, updates, and best practices.
• Coaching and Training: Ability to identify critical learning objectives for user groups and partner with learning program designers in support of developing technical training programs and collateral. Proven ability to deliver both in class and on-line technical training sessions.
• Problem-Solving: Proactive approach to identifying and addressing potential issues before they escalate.
• Attention to Detail: Ensuring accuracy and thoroughness in all aspects of implementation.

Relocation Assistance available

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.