Greg Munck

Principal Software Engineer Nov. 2009 - Oct. 2025 Marriott Headquarters Bethesda Maryland

2025 - Technical leader for new design and day-to-day support of the Marriott Empower Platform which hosts hotel CRM (GXP), all service desk operations for BonVoy (CEC), North America proactive sales application (ARM), reservation booking application, global project management communication tool (Mission Control), and a newly remade Marriott Boutiques e-commerce site

Created a company-wide project deployment app named Mission Control to manage groupings of employees, hotels, tasks, milestones and send communications in order to accomplish Marriott's multi-year initiative to replace the global reservation system. This solution used custom Salesforce objects and Powershell to synch data from AWS S3 buckets, FTP servers, other Salesforce instances, Marketing Cloud, and Sharepoint shares.

I helped the Marriott Loyalty team decide to use Salesforce to re-platform the old Bonvoy database into a new Salesforce isntance.

2019 - 2024 - I continued to build out and maintain one of the world's largest Salesforce instances creating fully automated tools and data interfaces

Used Python code to store critical custom code performance and data volume metrics into hourly and daily object records and created graphs which updated daily.

Created Python jobs to leverage the Salesforce bulk v2 API to perform daily hard deletes of old data.

Created jobs to look for and fix data from failed apex trigger code related to user group memberships and hotel account sharing.

Created perpetual Powershell jobs to de-dupe contact records from outside the Salesforce instance.

Created perpetual Powershell jobs to run Apex batch jobs from outside for easier monitoring and recovery from errors. This also allowed our critical case dispatching and escalation jobs to recover gracefully after a Salesforce seasonal update or unexpected outage.

Created objects to track feature reliability and alarms. I created dashboards and custom objects so that with one click anyone could confirm that all critical features and interfaces were working.

Conceived and created a User Behavior Analytics engine to parse the hourly Salesforce shield event logs with Python, keep persistent 'normal' metrics for all users, and alarm and take action when abnormal activity is detected.

Enabled Salesforce Shield with logs going to Splunk and succesfully enabled encryption at rest for as many database fields and possible.

Based on the success of my team, Marriott moved it's primary hotel, owner, and franchisee catalog into a new Salesforce instance. The new org is the system of record for all hotels, new projects, and contacts for thousands of hotels and hundreds of partner owners and managers. I created a fully automated data interface using Powershell to keep the main CRM up to date with all relevant open and pre-opening hotels so that the business would never need to manage hotel openings, hotel changes, closures, etc. in the CRM.

Moved automated user-deactivation from unreliable scheduled Apex into perfectly reliable Powershell jobs hosted on an external server which I conceived, created, and maintained.

2018 - Expanded the successful Salesforce solution to replace Guestware as the primary hotel CRM system for all hotels in the world

Hardened the new Salesforce solution and made a daily batch process to deliver all reservations and all reservation changes for all hotels into the SOQL database while exposing only relevant data to the correct groups of hotel employees.

Perfected the scoping and visibility of guest contact records, past and future reservations so that all 200,000 employess could only see relevant guests, cases, and reservations based on their job. This included levels of above-property leaders, headquarters employees, management/ franchisees, and several layers of on-property users.

I managed and performed heavy API work to migrate data from the Ritz-Carlton Mystique CRM system into both the new Salesforce solution and Marriott's new enterprise API database. I migrated millions of contacts while de-duping.

I built out a guest profile management screen so that CRM users could not only manage local Salesforce data about each guest, but could also retrieve and modify Marriott loyalty information for each guest.

I created a custom arrival screen so that hotel staff could view all upcoming arrivals merged with relevant loyalty and past-stay data. This allowed the hotel staff to plan for arrivals and block guests to rooms accordingly.

2017 - Expanded the successful Salesforce solution to replace Guestware as the primary hotel CRM system at all north american hotels

Created a custom case dispatching and escalation solution that leveraged Chatter mentions as well as email. Each hotel can manage their notification users, notification groups, and escalation settings to suit their needs.

Hotels can manage a list of almost 1,000 different types of requests organized by type, subtype, and department. Cases can be assigned to different groups of users based on department, room characteristics, building attributes, and more.

Each hotel can self-manage theif employee list with hierarchies of access levels. Hotels can customize the SLA levels for different types of cases or completely hide cases types and categories that are not applicable for them.

I re-created a fully custom hotel guest room inspection application using custom objects and screens. Managers can build inspection lists based on a global list of questions that are fully translated. These inspections can be conducted from custom UI screens on the Salesforce mobile app. Inspections have scoring and full reporting.

2016 - Engineered new Mobile Request Salesforce solution for mobile request and chat at 3,400 hotels

My team and I imagined, designed, tested, and supported a novel and new way for the hospitality industry to use the Salesforce Chatter feature with community users so that our guests could initiate and persist an asynchronous and continuous chat stream throughout their hotel stay. The guests can begin a chatter conversation from their Marriott mobile app and any Salesforce CRM hotel user can see and respond to the guest's need both before and during their stay.

The guest could also choose among a list of request items and quickly ask a hotel staff member for assistance. The hotel could customize which types of requests were offered at their hotel and make changes to their offerings whenever they wanted.

A pre-prod demo video from July 2015.

Education