Experience Inc. Jobs

Job Number 23096096

Job Category Owner & Franchise Services

Location CALA Regional Office, 1200 S. Pine Island Road, Plantation, Florida, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management

Position Summary:

In the next generation of Franchising, our goal is to be the #1 Franchisor of choice by evolving how we deliver and what we deliver to Franchisees to increase the long-term value proposition for our Franchisees and Marriott as the trusted partner. The Senior Director, Commercial Franchise Support & Services, CALA is a key team member of the CALA Consumer Operations team and the CALA Owner & Franchise Services team, who leads a team of Commercial Franchise Support associates. This position is tasked with identifying opportunities and improve commercial performance for all franchise management companies/hotels in the region, along with a specific deployed portfolio of top franchise accounts and hotels in CALA, ensuring Franchise stakeholders fully understand, utilize and leverage Marriott’s Sales, Distribution, Marketing and Revenue Management systems, programs, resources, standards and reporting & measurement tools. The Senior Director will work closely with appropriate franchise management company (FMC’s) and hotel leadership team including General Managers and Commercial discipline executives to help drive results that tie to Marriott’s success measurements established for this role. The Senior Director will be a liaison and advocate of the franchise community and assist in shaping new resources, processes and solutions across various disciplines and stakeholders within Marriott’s global and regional teams. This role will also support efforts to develop and gain participation in available Marriott sales, revenue management and marketing shared services or other supporting pay-to-play programs, where appropriate. The Senior Director will be responsible for maintaining and enhancing processes/systems that ensures cadence of communication and accountability for stakeholders.

Areas of focus include, but not limited to:

• Interpret topline dashboard metrics to share findings, identify viable solutions, and guide discussion on improvement, and follow up.

• Onboarding of Franchise Owners and Management Company Sales, Marketing, Revenue Management leaders and hotel staff as needed.

• Identify, support development and deliver content, leveraging L&D resources and Digital Learning Zone (DLZ) and other regional/discipline communication vehicles.

• Analyze STR participation, data and results, to give recommendations for most appropriate comp sets for Franchise hotels, and educating non-STR participating hotels in partnership with STR.

• Monitor Franchise Hotels/FMCs effective utilization and maximization of OYV2, HPP (High Performance Pricing), GPO (Group Pricing Optimizer), CI/TY, Rational Pricing, Best Rate Guarantee, Hotel Website optimization, and overall Marriott System Adoption and Tools.

• Ensure successful opening or relaunch for new hotels and newly converted hotels/portfolios, in conjunction with openings and transitions team by monitoring progress, addressing opportunity areas and FMC escalations accordingly.

• Serve as an internal source of contact for issues and programs that impact the franchise community.

• In coordination with consumer operations disciplines, develop a strategic plan for the franchise community to pull through major initiatives.

Working with Marriott’s Owner and Franchise Services team, understand the franchise pricing implications of any recommendations.

• Understand the guidelines & parameters included in the International Disclosure Document and how to effectively engage regional and discipline stakeholders when necessary, including interpretation, updates to existing references and inclusion of new optional or mandatory services.

• Assist in the screening of potential franchise management companies and provide guidance in the negotiation of franchise agreements.

• Resolve issues through influence, negotiations, analysis, alignment, relationships skills and communication while maintaining brand integrity.

Expected Contributions:

Leadership

• Develops and delivers Top Line Performance Reviews to Senior Executives at Franchise Management Companies focused on leveraging Marriott’s systems, tools & resources to drive improved performance.

• Effectively engages with Sr Leaders and franchise Principles to gain buy in to support Marriott policies and recommendations

• Identifies initiatives to optimize franchise top line performance

• Partners with Headquarters teams to design system implementation and rollout plans that result in adoption of Marriott systems and tools by Franchise hotels.

• Has a strong understanding of Marriott’s approach to franchise support and is able to effectively minimize risk to the enterprise.

Drive For Results

• Evaluates topline performance for hotels for portfolio/management companies and recognizes opportunity areas. Identifies underlying causes of good/substandard performance and develops plans to address with the appropriate management company.

• Uncovers areas where Marriott tools and resources are not being leveraged by hotels in the franchise management companies ‘portfolio, potentially leading to missed revenue opportunity; navigates Marriott’s internal organization to pair need with solution.

• Influences alignment on topline maximization strategies; influences decisiveness with revenue management decision makers in management companies. Makes and implements recommendations for increasing effectiveness and change of strategies.

• Facilitates effective performance reviews with FMCs and shares relevant information to help third party management companies and/or Franchise Owner/Operators understand and support key Marriott International objectives: identifies success factors for accounts and provides direction for achieving them. Demonstrates the ability to recognize similar recurring business issues and understands how to leverage solutions that have been used in the past.

• Influences the adoption of franchisees on the evolution of strategies and focus areas in group & transient strategy for hotels, including, but not limited to system adoption, marketing initiatives and pull through of system enhancements & process changes.

Manage Execution

• Provides guidance and support to franchise analysts to prioritize support for hotels and accounts based on performance and account relationship factors. Partners with OFS and regional/discipline teams to resolve any conflicts.

• Contributes insights in the prioritization of systems, programs, tools, and decision-making support resources, balances this perspective with an understanding of system wide priority and opportunity.

• Shares key insights related to market business environments, both internally and externally. Identify performance gaps of hotels and provide strategic and mitigating advice for solution

• Prepares and delivers presentations that are tailored to the unique opportunity areas for individual franchise management companies, highlighting top opportunity areas and driving for agreement on next steps and measurement.

• Approaches portfolio/account reviews and interactions with franchise revenue management leaders as an opportunity to impart critical thinking acumen; shares best practices for maximizing revenue.

• Provides feedback to MI on high value focus areas for the franchise community, brings ideas which allow this role to be focused on the most impactful areas to the franchisee revenue management relationship.

• Takes responsibility for proposing a learning plan that supports emerging business requirements and personal development objectives.

• Develops and uses systems to organize account plans, strategies, pull through, performance updates on key metrics

• Monitors and pushes compliance in standards for managing inventory, executing pricing and sales and marketing strategies

Strategy & Planning

• Uses data to build program strategies and proposes any necessary business case(s) tooptimize performance for our franchise community.

• Cultivates strategic direction of franchise program evolutions that delivers value to our Franchise Partners and demonstrates ROI (Return on Investment)

• Drives awareness by assessing operational capabilities, identifying gaps, and building recommendations based on findings

• Provides timely guidance and assistance in development of International Disclosure Documents, including review of terms and facilitates review by corporate sales and marketing.

• Leads resolution challenges on business requests that have broader impact and/or risk. Presents alternative solutions and impact assessment by leveraging the broader organization

• Assist in the development, support, and pull through of enterprise-wide initiatives within the continent to maximize customer/stakeholder satisfaction and profitability

• Able to work independently and build the needed infrastructure needed to achieve objectives of role

Stakeholder Relations

• Builds and maintains effective relationships with all internal and external stakeholders (e.g., owners / franchisees, AVP’s, Account Executives, Area Directors, OFS (Owner Franchise Service) leadership, Partner Discipline(s) leadership)

• Builds strategic partnership/cooperation with Consumer Operations and OFS leadership to facilitate franchise lens development & Execution on initiatives/launches

• Influences Franchise Management Companies and owners in driving participation in programs and services, improving owner and franchisee satisfaction

• Ensures decision-making that balances the needs of the various stakeholder groups and promotes the long-term success of the hotels we support.

• Establishes and executes an effective communication channel(s), for internal and external stakeholders to provide business updates and initiatives. Represents Commercial Franchise Services and Support during webinars, meetings, and conferences as appropriate.

Leading & Managing Teams

• As a direct report to the Chief Sales & Marketing Officer, CALA, assists with the strategy for providing Sales, Marketing & RM (Revenue Management) expertise, strategic direction, and insight regarding overall strategy for the CALA

• Partners with Senior Leaders to identify trends, successes, and areas of need or opportunity. Influences key stakeholders to facilitate alignment and development in communication of broader organizational goals

• Creates a synergistic leadership team and business environment that encourages accountability, lofty standards, and innovation to consistently deliver positive business results.

• Continuously improves team and job structures and ensures clear leadership accountabilities are in place.

Performs other duties as assigned

Approximately 50% travel

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED

Successful candidates should possess knowledge and demonstrate strong leadership and relationship skills as follows:

• Lodging/Hospitality industry experience across multiple brands; experience within franchising is a plus

• Experience with team collaboration and collective decision making to move the business forward; direction and performing responsibilities via influence ability (as opposed to line management authority)

• Possess strong interpersonal, communication and platform skills

• Ability to communicate deadlines and project requirements clearly and concisely

• Ability to work independently through problem solving, influencing, and taking initiative

• Global mindset

• Demonstration of leadership skills, particularly regarding strategy, planning and execution

• Negotiate issue resolution

• Strong Project Management skills, able to manage several projects at once

• Possess excellent owner and management company relationship skills

REQUIRED:

• Ability to communicate deadlines and project requirements clearly and concisely

• Excellent interpersonal and written and oral communication skills, as well as public speaking

• At least five years of Revenue Management and/or Sales & Marketing work experience demonstrating career growth and a pattern of exceptional performance.

• A minimum of 5 years of leadership experience

• Strong relationship management, strategic planning, communication, and analytical skills

• Strong knowledge of financial analysis, quantitative analysis, and statistical tools

• Ability to interface with operations research and systems professionals to develop/refine decision support systems

• Multi brand lodging/hospitality industry experience

• Excellent demonstrated analytical ability, with experience in solving “real-life” business problems

• Good organizational and time management skills and proven ability to handle multi-task assignments

• Knowledge of Marriott’s systems (e.g., MARSHA (Marriott s Automated Reservation System for Hotel Accommodations), MRDW (Marriott Reservations Data Warehouse), One Yield, MarRFP (Marriott Request for Proposal), CI/TY) preferred

• Strong data analysis skills

• Excellent project management skills, with ability to independently manage multiple projects

• Ability to work both as a team member and a team leader to achieve results in a teamwork environment

• Ability to take large volumes of complex information and present it to Senior Management in a clear, concise, and complete manner which facilitates executive decision making

Education and Experience:

• 10 years of relevant hotel professional experience in sales and marketing demonstrating progressive career growth and a pattern of exceptional performance

• 4-year degree from an accredited university in Business Administration, Marketing, or related field preferred. Graduate degree in related field a plus.

• Fluency in English & Spanish is required, & Portuguese is highly preferred

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.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?