Marriott Careers

Senior Manager, Service & Guest Experience, GlobalOperations (Pure Grey)

Bethesda, Maryland
Food and Beverage & Culinary


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Posting Date Feb 13, 2020
Job Number 20019269
Job Category Food and Beverage & Culinary
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
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?


The Senior Manager, Service & Guest Experience is part of the Global Operations (GO) department, which is known for taking ideas into implementation across all brands, disciplines, and continents. This position is member of Pure Grey, an Independent Restaurant & Bar Consulting Group which is a part of GO F&B department. Pure Grey is an independent restaurant and bar entity operating as an extended business unit of Marriott International. Composed of seasoned operators, culinarians and restaurant and bar experts with freestanding experience, the team focuses on the design, development and ongoing support of bespoke restaurant and bar concepts with local market appeal. The team specializes in high performing restaurants for luxury and lifestyle hotels in select, highly competitive markets. This role will be based in New York and has a 60% travel requirement. The Senior Manager, Service & Guest Experience will provide support in the following areas:

  1. Concept Design, Development and Implementation – supports the design of concept-focused service programs for Pure Grey projects.
  2. Restaurant and Bar Openings – supports the development and deployment of service-focused restaurant and bar launch materials and training programs.
  3. Restaurant and Bar Operations – supports all service-focused programs, operations and concept sustainment activities.


Preferred Education and Experience
  • 3+ years experience as a Restaurant Manager
  • 3+ years progressively responsible work experience in wide range of restaurant and bar operations
  • Experience managing a culturally diverse workforce
  • Respected standing within the hospitality industry
  • Strong knowledge of the competitive landscape in the Food and Beverage segment and must be able to remain current with industry trends and connected in discipline-related forums
  • Proven expertise in hands-on openings of hotel and independent restaurants
  • Ability to achieve results against budget within scope of responsibility
  • Collaborative with peers and partners to grow business relationships
  • Excellent project/work management skills
  • Knowledge of OS&E and current trends in service ware and equipment design
  • Highly adaptable with the ability to effectively adjust to changes in business priorities
  • Experience using programs and software such as Microsoft Office, InDesign, iBooks, Adobe photo shop and/or other presentation software
  • Proven track record of success working in or with fast-paced, consumer focused Food and Beverage operation known for development capabilities
  • Ability to analyze and react to trends across multiple hospitality disciplines and brands
  • Ability to read and interpret floor plans
  • Ability to respond to complex or ambiguous situations without losing focus of key objectives
  • Excellent verbal communication, written communication, analytical, problem-solving, and presentation skills
  • Strong interpersonal skills with multiple stakeholders (e.g. customers, owners, peers, associates, vendors, corporate)
  • Effective influence, negotiation, conflict management, and consensus building skills
  • Ability to discern color, taste, and texture
  • Ability to train (e.g. new programs/products/services, skill gaps on action plans)
  • Effective decision making and organizational skills 



  • Serves as Food & Beverage subject matter expert
  • Researches trends and competition. Conducts forward-thinking research to understand market needs and the F&B talent to remain competitive and to support and grow current and future Pure Grey projects
  • Attends key hospitality events and pursues profile building opportunities to promote Pure Grey across the industry
  • Advises and informs on guest experience strategy and standards
  • Provides consulting to Brands and Continents, as requested
  • Together with other Pure Grey and Global Operations leaders, establishes and ensures adherence to core work processes that drive innovation and enhances brand differentiation

Concept Design, Development and Implementation

  • Supports design of industry-leading restaurants and bars that are relevant within the market, generate buzz, and drive revenue
  • Actively engages industry and internal resources to deliver sustainable competitive advantage across all Pure Grey projects
  • Conducts research and analysis pertinent to the development of the projects assigned
  • Identifies industry trends, and competitive situations and opportunities that are relevant to existing and future restaurant and bar projects
  • Reviews floor plans and defines equipment specifications appropriate to specific projects
  • Designs concept-focused table setups
  • Develops concept-focused sequences of service and standard operating procedures
  • Assists other Pure Grey and Global Operations team members on brand, global and continent-driven projects
  • Develops professional relationships in Industry Organizations and with suppliers to help achieve business strategies
  • Creates and contributes to concept documents, mood boards and other materials to support concept development exercises

Restaurant and Bar Openings

  • Works closely with the Pure Grey leaders to oversee the pre-opening and launch of restaurant and bar operations
  • Leads the development, preparation and deployment of service training programs
  • Oversees training module development, presentations, and demonstrations
  • Conducts pre-opening training and post-opening support for Pure Grey projects

Restaurant and Bar Operations

  • Identify opportunities to enhance the effectiveness of restaurant and bar operations
  • Answers questions for internal and continent stakeholders regarding service standards
  • Balances innovation and creativity with business goals to help achieve financial, guest satisfaction and associate engagement metrics
  • Manages and assists with outlets’ success metrics and tracks progress on multiple projects, providing regular updates to stakeholders to ensure projects are completed on time and within agreed upon parameters
  • Reviews existing restaurant and bar operations to assess equipment, layouts and required upgrades
  • Delivers ongoing operational support and training as 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.

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