Manager, Reservations Field Support, APEC

Marriott International · Singapore

JOB SUMMARY

Position Summary

Manager, Reservations Field Support is a key member of the Commercial Strategy organization and is responsible for delivering Reservations discipline-focused expertise and support across the APEC portfolio, driving both operational excellence and commercial performance at a regional level.

Reporting to the Director of Revenue Strategy and Reservation Field Support, the Manager, Reservations Field Support plays a pivotal role in shaping and advancing the Reservations discipline, this includes collaborating closely with property Sales, Revenue, Operation team, and cross-functional stakeholders to ensure that reservation strategies are aligned with broader commercial goals.

CANDIDATE PROFILE

Education and Experience

4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
3+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance.

OR
5+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance.

Attributes, Skills & Experience Preferred

Prior experience in transient and group reservations is required.
Strong facilitation and communication skills, with experience designing and delivering effective meetings, webinars, workshops and learning programs.
Experience in change management and leading cross-functional projects.
Revenue management experience would be advantageous.

CORE WORK ACTIVITIES

Business Processes & Systems Support

Serve as the primary regional subject matter expert for Reservations business processes across APEC properties, providing advisory support and guidance to property and above-property leaders on operational and procedural matters.
Oversee and support property-level Reservations technology platforms and related business processes, providing guidance on current systems and supporting the transition from legacy platforms to new Reservations capabilities, including Power of M. Lead the development and standardization of the APEC Reservations business process roadmap, driving consistency and alignment across all markets and properties within the region.
Act as the regional liaison with Global/HQ teams to champion APEC-specific needs, advocate for system enhancements, and ensure timely communication of updates to relevant stakeholders.
Drive regional change management and communications initiatives related to Reservations discipline, engaging property-level and above-property leaders to ensure effective adoption of new processes and system enhancements.
Provide regional oversight and guidance on reservations sales strategies, supporting properties in leveraging market intelligence, occupancy trends, and performance data to improve conversion and revenue outcomes.
Lead the ongoing development and engagement of the Reservations User Council, ensuring continuity of membership and establishing the council as a sustainable network for in-market support, knowledge sharing and adoption of Reservations initiatives.
Support properties on end-to-end group bookings processes, including group block maintenance and cross-functional coordination with Events and Sales teams to ensure seamless execution of group room programs.
Develop and implement balanced scorecards for reservation associates, ensuring alignment with regional and property goals while fostering a high-performance culture.
Lead the onboarding experience for newly joined reservation associates across APEC, establishing structured programs that accelerate productivity and drive early engagement.

Training Development & Delivery

Design and deliver training programs both virtually and in-market, adapting content to address market-specific requirements, company directives, and BAU updates to drive continuous operational improvement.
Manage a dedicated APEC support queue, diagnosing operational challenges, providing timely guidance on daily BAU issues, and leveraging insights from queue trends to develop targeted, market-relevant training content.

Project Management & Execution

Lead end-to-end planning and execution of Reservations-related initiatives, operating with a high degree of autonomy while collaborating with commercial leaders to ensure projects are delivered on time and within budget.
Provide comprehensive project management, analytical, and communications support for regional Reservations system rollouts, overseeing deployment activities across the APEC portfolio from initiation through to successful implementation.
Lead the successful regional deployment of Reservations transformation initiatives, including Power of M, ensuring operational readiness, effective change adoption and a smooth transition for Reservations associates.

Proactively engage and align cross-functional regional partners including Operations, Sales & Marketing, and Revenue Management to ensure Reservations priorities and initiatives are clearly represented, appropriately resourced, and advocated for across all accountable stakeholders to drive regional goals and objectives.

MANAGEMENT COMPETENCIES

Leadership

Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

Problem Solving and D
Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

Building and Contributing to Teams - Takes part as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively acts and goes beyond what is needed.

Planning and Organizing - Gathers information and resources needed to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensures work is completed.

Building Relationships

Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

Demonstrates working knowledge of discipline-specific systems, tools, and business processes.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

Reading Comprehension – Understands written sentences and paragraphs in work related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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