A role that bridges guest-facing hospitality operations with back-end technology support has opened at Marriott International’s global headquarters. Below is an impartial overview of the opportunity, drawn directly from the official posting.
As the first point of contact for Marriott’s LIGHTSPEED property management system, this position shepherds each call or email request from inception through resolution. Working within documented procedures and leveraging tools like ServiceNow, the analyst resolves routine issues independently, escalates complex problems to specialized teams or external service providers, and ensures that every interaction is logged and communicated according to established service-level agreements. Because Marriott’s help desk operates around the clock, candidates must embrace shift-work flexibility and become advocates for the end user, balancing technical troubleshooting with clear, courteous customer care.
Qualifications and Requirements
Required
Minimum of three years’ experience in one or more of the following:
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- Supporting a hospitality or hotel property management system
- Call center or customer care operations
- General IT/computer support
- High school diploma or GED
- Proficiency with Microsoft Outlook, Excel, Internet Explorer and Word
- Ability to type and converse simultaneously at 30+ words per minute
Preferred
Hands-on familiarity with a property management system
- Proven track record of strong customer-service delivery
- Skilled at de-escalating customer complaints and facilitating resolutions
- Broad understanding of hospitality business functions and processes
- Excellent written and verbal communication skills, including active listening and persuasive techniques
- Experience supporting organizational change-management initiatives
- Demonstrated team orientation and collaborative spirit
Compensation and Benefits
- Hourly rate: $23.31 to $40.63, commensurate with experience
- Annual bonus eligibility
- Comprehensive benefits package (medical, dental, vision)
- Health-care and dependent care flexible spending accounts
- Life, disability and accident insurance
- Paid parental leave and educational assistance
- 401(k) plan with company match and employee stock-purchase plan
- Discounts at Marriott properties, commuter benefits, employee assistance program, childcare discounts
- For Washington state associates: accrual of 0.04616 PTO hours per worked hour and at least seven paid holidays annually
Career Growth and Company Culture
Marriott International fosters a “people-first” environment where associates can develop technical acumen and leadership capabilities alike. Through on-the-job training, regular business meetings, and structured feedback channels, new analysts gain exposure to both frontline support and broader IT initiatives—paving the way for advancement into specialized roles in system administration, project management or service-delivery leadership. With a hybrid-friendly headquarters model in Bethesda, MD, and remote options for distance-based candidates, the company balances collaboration with work-life flexibility. Marriott’s emphasis on diversity, equity and inclusion means every associate is encouraged to contribute unique perspectives and take on stretch assignments across brands and functions.
About Marriott International
Marriott International, Inc., headquartered in Bethesda, Maryland, is an American multinational hospitality company that operates, franchises and licenses lodging brands—including hotel, residential and timeshare properties. Founded in 1927 by J. Willard and Alice Marriott, it has grown into one of the industry’s largest employers, offering expansive career pathways in operations, technology, sales and beyond. Their asset-light business model separates property ownership from brand management, enabling rapid global expansion and a focus on guest-loyalty experiences. (Source: https://en.wikipedia.org/wiki/Marriott_International)
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