Name: Miguel B.
Position: Rooms Operations Manager for US, Canada and CALA
Dream destination: Bangkok, Thailand
Drink or treat of choice: Matcha Lemonade

You might be asking yourself what an Operations Support Resources (OSR) Team actually does. As Miguel, a Rooms Operations Manager for US, Canada and CALA describes, his team’s mission is to ensure every Marriott hotel around the globe meets the highest standards when it comes to guest experience, efficiency, culture, and basically everything that makes a Marriott experience a Marriott experience wherever you are in the world.

How? First, by traveling a lot. But thankfully that is a perk for him.

“My favorite part of my job is being able to experience different destinations across our portfolio while doing what I love the most, which is traveling,” Miguel says.

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As a member of the OSR team, Miguel oversees various aspects of what it takes to run a hotel, from rooms operations to event management, ensuring that everything runs smoothly and efficiently. “We provide guidance, training, and support to hotel teams, helping them deliver exceptional experiences to every guest.”

Learn more about Miguel’s exciting career journey in his own words below.

How would you describe your experience as a Marriott associate?

My experience as a Marriott associate has been full of amazing rewarding experiences. I’ve felt empowered by each associate and their culture, growing from being a young professional and feeling included in decision-making processes. The support and training I’ve received has allowed me to develop my skills and knowledge in the hospitality industry. I have also worked with a diverse team and learned from different perspectives and backgrounds.

Which of Marriott’s values resonate most with you?

I live by “Put People First” every day. In my role, I prioritize understanding the needs and concerns of both my team members and our guests. Putting people first means fostering a supportive and inclusive environment where everyone feels valued, respected, and empowered to thrive. It involves actively listening to others, understanding their needs, and taking actions to support and uplift them. By prioritizing people, we can build strong relationships, drive positive change, and create meaningful experiences that benefit both individuals and the organization.

Proudest moment of your career so far?

My proudest moment at Marriott was when I was recognized as Manager of the Quarter. This achievement was particularly meaningful because it signified the support I have received from my senior leadership team. Being a young professional, it was a tremendous honor to receive acknowledgment for my hard work and dedication within our organization.

Describe a moment you felt supported at Marriott.

There was a challenging situation at the hotel when I felt overwhelmed and I found such comfort in the unwavering support of the senior leadership, including our General Manager. Their presence and guidance provided me with the strength to navigate through this challenge. Their willingness to listen and offer genuine care alleviated my concerns and reinforced my loyalty to Marriott. This experience exemplifies Marriott’s commitment to prioritizing employee well-being and fostering a supportive environment for growth.

What advice do you have for someone interested in working at Marriott?

Marriott values individuals who are dedicated to excellence and are eager to learn and grow. Take advantage of any opportunities for training and development offered by the company and be proactive in seeking out new skills and knowledge relevant to the hospitality industry. Also, networking within the company can be invaluable for discovering new opportunities and advancing your career. Finally, demonstrate your passion and enthusiasm for providing exceptional customer service and creating memorable experiences for guests during the interview process.

What was your Marriott interview process like?

It was very smooth. I simply applied online and received a phone call from the hiring manager to get to know more about me and my background, which led me to attend an in-person interview with a variety of questions that allowed me to showcase my experience and develop answers in a very structured way. Utilizing the STAR method was my best friend during my Marriott interview process.

Have you used the Marriott Explore Rate?

I’ve taken full advantage of the Marriott Explore Rate whenever I travel, and it’s been an incredible benefit. It allows me to truly immerse myself in the experience and understand firsthand why our guests keep coming back. With 30+ brands in the Marriott Bonvoy portfolio, I’ve had the opportunity to explore a diverse range of properties, each offering its own unique charm and amenities.

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