Senior Manager, CRS User Experience Testing

at Marriott in Boise, Idaho, United States

Job Description

Job Number 22101912

Job Category Sales & Marketing

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management


The Senior Manager, CRS User Experience Testing will play an important role in supporting Marriott’s Reservations Platform to align the company’s strategy.

The Senior Manager of CRS User Experience Testing serves as the business workstream expert for the business testing execution of the Central Reservation System. The Senior Manager works collaboratively with all areas that impact the testing of the CRS but particularly with other Consumer Operations Disciplines and the associated testing workstreams, Quality Engineers, Global Operations, Reservations and Group Housing, RM Field Support, and the Global Technology teams. The Senior Manager will be responsible for creating test data in the testing environments ensuring the configuration required to enable Marriott’s 30 brands on the reservation platform, creation of User Experience test cases and scripts, and executing test cases in the timelines outlined. In addition, this position will determine, and log defects based on the outlined priorities as well as retesting defects. Demonstrates knowledge of job-relevant issues, products, systems, and processes. Manages and implements work and projects as assigned. Critical role throughout Increment releases, deployment, pilots, and post deployment as well as business as usual testing with delivery of quarterly increments.


Education and Experience

+ 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major required

+ 3+ years’ Product Development experience responsible for User Experience Testing required

+ 5+ years of Reservations and/or Revenue Management work experience, demonstrating progressive career growth and a pattern of exceptional performance preferred

+ Lodging/hospitality industry experience across Full Service/Luxury and Select Brands preferred

+ Demonstrated ability to simultaneously manage multiple projects and aggressive deadlines preferred

+ Demonstrated ability to understand business needs and identify areas of opportunities

+ Demonstrated ability to present to internal and external audiences, as well as listen openly to feedback, with the result of achieving the best work

+ Experience encouraging ideas and resolving conflict in a positive manner

+ Experience building credibility among peers and senior management


+ Becomes a Subject Matter Expert on all CRS Functional requirements with an understanding of the link to Marriott business processes

+ Develops test scripts and test cases including design, development, execution based on prioritization of each increment

+ Works closely with manager to ensure complete end to end testing and coverage of all associated Business Processes also based on prioritization of each increment

+ Executes end to end testing, contributing to the implementation of the CRS solution strategy: including but not limited to Digital, PMS, Loyalty

+ Submits defects in the tracking system, carry out retesting working closely with Quality Engineers and Global Technology reporting out on status of defects and progress

+ Manages the prioritization of defects and potential enhancements based on changing requirements

+ Ensures ability to provide test execution detail to assist in troubleshooting found defects

+ Collaborates with other test workstreams and experts throughout the process: including but not limited to Global Operations, Reservations and Group Housing, Distribution, Business Analysts, Quality Engineer and Learning and Development

+ Communicates with CRS Business Team and RM Field Support to clarify questions that arise

+ Provides recommendations to improve the effectiveness of the reservation platform

+ Assists in the gathering of ideas and opportunities that benefit our global portfolio of brands, drive adoption of system recommendations, and improve speed to market

+ Attends various regular testing meetings as needed to report on progress and defects found during testing to ensure resolution before production deployment

+ Develops additional epics and user stories as needed in Jira and Zephyr to support changing requirements and new code releases

Additional Responsibilities

+ Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner

+ Manages group or interpersonal conflict, working with team members to solve issues and encourage a high level of collaborative performance

+ Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner

+ Manages time effectively and conducts activities in an organized manner

+ Presents ideas, expectations, and information in a concise, organized manner

+ Uses problem solving methodology for decision making and follow up

+ Performs other reasonable duties as assigned by manager

+ Adapts communication styles based on stakeholder/audience

+ Identifies issues and makes suggestions to solve complex problems affecting daily work

+ Maintains required technical knowledge and skills needed to carry out daily work

+ Implements technical standards and processes to support work requirements

+ Performs other reasonable duties as assigned by manager



+ 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 Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different 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.

+ Strategy Development – Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

+ Building and Contributing to Teams – Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

+ Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

+ 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 takes action and goes beyond what is required.

+ Planning and Organizing – Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

+ Customer Relationships – Develops and sustains relationships based on an understanding

Copy Link

Job Posting: JC218440580

Posted On: Jul 13, 2022

Updated On: Aug 20, 2022