Business Process Analyst – Sales and Group Solutions

Intermediate (3-6 years)

Technical Skills

  • Branding
  • Compliance
  • Corporate Communications
  • Delphi
  • Filing
  • Project Management
  • Project Planning
  • Revenue Management
  • Sales
  • Training
  • User Acceptance Testing
  • User Experience (UX)

Job Description

Business Process Analyst – Sales and Group Solutions

Location: CHN-China-Hong Kong-Hong Kong Global Field Systems

Marriott International offers you the opportunity to find the hospitality job and career journey that’s right for you. With more than 4400 properties and 19 brands you’ll find us in your neighborhood and in more than 87 countries across the globe. Find Your World™ at Marriott.



Provides functional expertise to sales and group solutions.  Conducts business analyses, contributes to business process definitions and business requirements for Consolidated Inventory/Total Yield and new sales and group technologies.  Supports the definition of customer-specific experience requirements, as well as the design of key system reports. Responsible for user acceptance testing. Supports communications by providing subject matter expertise on sales, event management and revenue management business processes. Facilitates the proficient use of Opera Sales and Catering data by eVo and other tools used by the Sales and Revenue teams.  Monitors, reports, implements processes that drive compliance with training requirements for Opera use. Supports Ritz Carlton in Asia, Europe, MEA, and South America to address the following major areas: 
  • Training delivery and compliance
  • Support escalation and follow up
  • Development and sustainability of data integrity tools
The role is preferred to be based in Hong Kong (Continent Office in APAC). Candidates who are eligible and available to station in Singapore or Kuala Lumpur will also be considered.
Education and Experience
  • Minimum 5 years’ work experience with emphasis on business process, business analytics, or related professional area
  • Undergraduate degree or equivalent experience/certifications
  • 1+ years’ experience in developing business requirements and/or user acceptance testing
  • Ability to travel internationally (Asia, Europe, Middle East/Africa) at least 50%
  • Ability to speak and write in both English and at least one other language. 
  • Direct user experience and subject matter expertise in Opera Sales and Catering and/or Delphi
  • Experience in creating business presentations and communications documentation
  • Project management skills
  • Strong computer skills/aptitude
  • Knowledge of sales metrics and methodologies
  • An understanding of Ritz-Carlton business processes used by sales, event management, revenue management and hotel operations including knowledge of the Ritz-Carlton and Marriott International structure, brands and products.
  • Proficiency in MS Office and other critical systems/tools used by sales, revenue and event management ladies and gentlemen
  • Ability to speak and write in both English and at least one other language.
  •  Coordinates testing of new versions, interfaces, functionality, fixes and enhancements
  • Creates and evolves application training and business processes for new and existing Opera Sales & Catering functionality including training curriculum and documentation
  • Develops project plans, reports, and tools to support new and existing Opera data initiatives for The Ritz-Carlton
  • Delivers training via Web Based Training (virtual classroom) and occasional in market (onsite).
    • Stays abreast of system configuration and business process changes to support ROI achievement
    • Documents and delivers curriculum enhancements
    • Evaluates program effectiveness through evaluation techniques
    • Identifies performance gaps that may be related to additional training needs and business process improvement; recommends changes/improvements to training, process or technology to continent and property leadership
    • Strives to create and implement processes are easy to follow and understand


  • Provides Tier 1 support to properties and other departments for Ritz-Carlton specific functionality and business processes within Opera Sales & Catering
  • Provides Tier 2 support for Opera Sales & Catering and interfaces and general application support.
  • Coordinates with vendor for timely resolution of escalated issues
  • Tracks and maintains data on support cases
  • Evaluates quality of Opera data and process at hotels; creates and implements sustainable solutions to align with corporate data standards
  • Provides consultation to stakeholders to improve the use of systems, increase productivity, assist in influencing compliance with standard processes, and achieve the business case ROI
  • Develops and fosters relationships with continent, property and headquarters stakeholders
  • Serves as the subject matter expert for stakeholders in the specific areas of the sales, revenue management and event management and business process.  Serves as an internal subject matter expert and resource for co-workers and corporate staff
  • Understands the sales and group systems and technology used by Marriott International and its impacts to sales, revenue management, event management and hotel operations and conveys that to the market stakeholders via training, communication, process design and/or education, and change management.
  • Supports eVo export efforts including communication and follow-up with properties for file failures, file transmission and eVo data accuracy.
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.
Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelHigher Diploma / Associate Degree
Marriott InternationalHospitality, Food and Beverage

Suite 1108, 11th Floor, Cityplaza One, 1111 King's Road, Quarry Bay, Hong Kong Island

directions_walk8 mins walk from Tai Koo Station