Marriott Careers

StarGuest Operational and Training Specialists - 12months

Shanghai, China

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Jan 30, 2018
Job Number 18000ATK
Job Category Administrative
Location Shanghai-Raffles City, Shanghai, China VIEW ON MAP
Brand Corporate
Schedule Full-time
Position Type Non-Management/Hourly

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Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

This position is responsible for supporting the deployment of our StarGuest application in new properties. StarGuest is Starwood’s proprietary in-property guest profile tracking and request management system used at over 1200 hotels worldwide. The specialists in this role is to ensure that functionality, setup and training tasks are seamlessly carried out pre and post opening. Candidates will work closely with properties and corporate teams and will need to be able to work directly with senior hotel management to facilitate new StarGuest enrollments, provide system support as well as virtual instructor led training post open. 
This is a remote position, responsible for hotel openings within China and reports to the Director of Starguest Implementation and Support.
  • Managing Stakeholder Relationships:
  • Multi-task and work across management levels, functions, and geographies
  • Provide frequent communications to NBT  Starwood and Marriott teams and other support functions such as IT, SPG for escalations and red flags for both system and training related activities
  • Manage StarGuest email inbox daily
  • Responsible for preparing correspondences with hotels
  • Exercise flexibility by quickly altering strategy based upon needs of a dynamic environment 
  • Project Management: 
  • Responsible for maintaining schedule of touchpoints and webinars pre open.
  • Responsible for preparing the VILT training sessions post open
  • Document and track completed events within master log to keep it up to date
  • Work independently with minimal supervision 
  • StarGuest Support:
  • Manage all StarGuest touch points for the NBT including StarGuest system set-up, StarGuest/PMS mapping, StarGuest Engagement Index (SEI) tracking and remotely troubleshoot technical issues prior to on-site support.  These activities include:
    • Track submission of StarGuest enrollment forms, DPA documentation, monitor activation of PMS RAD (reservations) dates to notify SG support resource
    • Enable use of system features to support text email including system device set up troubleshooting
    • Use StarGuest healthcheck and admin screens to determine system set up requirements prior to pre-open training
    • Deliver live virtual instructor-led sessions
  • Deploy key system communications to prepare for upcoming system related events such as admin set up, review of system completions, communications advising for next steps to prepare for webinars and vILT sessions 
  • Hotel operations experience strongly desired
  • Experience with Excel,  Outlook, PowerPoint and Word.
  • High degree of comfort with technology for immediate system support and troubleshooting
  • Must possess excellent written and verbal communication skills
  • Advanced knowledge of StarGuest highly desired (for internal candidates only)
  • Hotel property management system knowledge is a plus
  • Bilingual or multilingual is preferred but not required 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.