FLEX Manager, Lock Package Support

This is a temporary position. 

The FLEX Manager, Lock Package Deployment Support is responsible for capturing, documenting, and distributing process updates and changes for the Lock Security and Stabilization Package, ensuring accountability and timely resolution of outstanding tasks across all stakeholders. This position will analyze customer survey data to identify areas of opportunity, facilitate improvement plans, and provide direction for projects and new initiatives. The FLEX Manager will identify key drivers of success, operational challenges, and trends, and partner with leadership to develop solutions and improve processes. This position will manage partnerships with properties, manage requests, set expectations for support and accountability, and solicit stakeholder feedback to enhance support processes. The FLEX Manager will be responsible for soliciting departmental feedback, collaborate through technology, and provide analysis and recommendations for improved implementation strategies.  

·         Acting as a liaison between hotels, project teams, and vendors to ensure smooth implementation and transition of lock systems.

·         Identifying and resolving issues through vendor interactions.

·         Assisting the Deployment team in troubleshooting complex issues involving multiple systems, such as PMS, MPG, Lock Vendor Software, and ServiceNow.

·         Tracking and escalating trending issues to relevant parties to find root cause resolutions.

 

CANDIDATE PROFILE

 

Education and Experience 

 

Required

·         4-year bachelor’s degree from an accredited university in Hospitality Management, Business Administration, Information Systems, or related major OR a combination of education and experience from which comparable knowledge can be gained. 

·         Experience working with external vendors and/or systems 

·         Experience providing above property support to hotels 

 

Preferred

• Expertise in above property digital guest experience Environment
• Experience with large initiatives and processes needed to lead and/or support delivery and ongoing support
• Possesses excellent project management skills and ability to independently manage multiple projects and competing priorities.  

                   

CORE WORK ACTIVITIES

·         Captures, documents, and distributes Lock Package Deployment process updates and changes. 

·         Captures and follows up on outstanding tasks to ensure accountability and timely resolution across all stakeholders. 

·         Follows up with non-responsive stakeholder groups to ensure timely escalation when needed. 

·         Analyzes customer survey data to identify areas of opportunity and facilitates improvement plans between stakeholders.  

·         Provides direction and support for the Lock Package project and new discipline initiatives as assigned.  

·         Identifies key drivers of success, operational challenges, and trends, partnering with leadership to develop solutions and improve processes. 

·         Manages partnerships with properties, setting expectations for support and accountability, and soliciting stakeholder feedback to enhance support processes. 

·         Facilitates departmental feedback, collaborates through technology, and provides analysis and recommendations for improved implementation strategies. 

·         Manages property requests, documents within department guidelines, identifies trends, and provides proactive solutions.  

·         Develops and implements cross-discipline projects, including tracking, analysis, and reporting of results, and determines relevant success measures.  

·         Utilizes technology to analyze business processes, create e