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Marriott International

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Director, HVMB US Canada Account Management

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JOB SUMMARY

The Director, HVMB US/CANADA Account Management, works with the Vice President, Homes & Villas by Marriott Bonvoy (HVMB) to maintain HVMB business relationships and grow partners post contract. The Director is responsible for building and managing relationships to create long-term value. The role sets the strategy and plan to execute on key KPIs: Revenue, Channel Share, Intent to Recommend (ITR) and Home Management Company (HMC) /Connectivity Provider (CP) Overall Satisfaction (NPS) and is responsible for planning, developing, implementing and evaluating the quality of the operations. The Director leads a team to manage US/CAN accounts with HVMB’s HMCs and CPs.

CANDIDATE PROFILE

Education and Experience

Required

  • 4-year degree from an accredited university in Business Administration, Hospitality Management, or related major.
  • Seven or more years’ experience in the hospitality industry, demonstrating progressive career growth and a pattern of exceptional performance.
  • Four or more years’ experience in the residential home rental sector.
  • Experience managing and defining transformational strategies for business units.
  • Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.

Preferred

  • Advanced degree (MBA, MSc, MA)

CORE WORK ACTIVITIES

Account Management

  • Work with the Vice President, Homes & Villas to cultivate business relationships, maximize financial performance and grow partners post contract.
  • Lead and guide the strategy for managing business relationships with HMCs to create long-term value directly and through leading an account team.
  • Develop and lead Connectivity Partner and Technical Onboarding strategy to meet organizational growth goals.
  • Manage relationships with key partners, once on-boarded to HVMB.
  • Manage and evaluate existing partnerships and identify opportunities for continued growth.
  • Lead all aspects of the account management process, including management of data, analytics, and performance of HMCs and Connectivity Partners.
  • Perform high level / directional technology troubleshooting with partners.
  • Where relevant, support partnerships and operating norms with hotel Continent teams.
  • Manage all aspects of the account partnership including HVMB’s standards and marketing goals.

Build Continent Infrastructure

  • Lead and manage the strategy and processes for the US/CAN team to manage our growing portfolio.
  • Lead the ongoing communication and alignment with HVMB’s partners to directly impact top line performance of the business.

Demonstrate and Apply Discipline Knowledge

  • Keep abreast of key demand/supply indicators, trends, and competitive information at a market level.
  • Attend trade shows, industry events and provide insights face-to-face based on business needs.

Leading Discipline Team

  • Champions the brand’s service vision for product and service delivery.
  • Communicates a clear and consistent message regarding departmental goals to produce desired results.
  • Makes and executes the necessary decisions to keep department moving forward toward achievement of goals.

Managing Profitability

  • Analyzes service issues and identifies trends.
  • Works with teams to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
  • Reviews and audits expenses.

Managing Revenue Goals

  • Monitors performance against budget.
  • Reviews reports and financial statements to determine operations’ performance against budget.
  • Coaches and supports team to manage expenses, wages and controllable expenses.
  • Compares budgeted wages to actual wages, coaching direct reports to address problem areas and hold team accountable for results.

Ensuring and Providing Exceptional Customer Service

  • Demonstrates and communicates key drivers of customer satisfaction for the brand’s target customer.
  • Delivers customer service throughout the customer experience and encourages the same from other employees.
  • Reviews customer feedback with leadership team and ensures corrective action is taken.
  • Creates an atmosphere in all operations areas that meets or exceeds customer expectations.
  • Responds to and handles customer problems and complaints.
  • Stays available to solve operations problems and/or suggest alternatives to previous arrangements.
  • Interacts with customer to obtain feedback on product quality and service levels.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
  • Emphasizes customer satisfaction during all departmental meetings and focuses on continuous improvement.
  • Ensures that employees understand expectations and parameters for operations duties.
  • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve customer satisfaction results.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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