FLEX Director - Executive Excellence, Franchise Operations

This is a temporary position.   

The Director, Exec Excellence-Franchise Operations is the primary account management point of contact for Marriott’s new franchisees (MSB and Premium brands) in the US and Canada and is responsible for training and developing highly successful new and existing franchise accounts within the Marriott environment. This role is accountable for franchise P&L results for all assigned accounts for a period of one to three years, fostering incremental growth in new units, ensuring standards compliance, and managing franchising business aspects (contract execution, ancillary program participation). This position requires in-depth and up-to-date knowledge of Marriott systems, standards, tools, and processes across all disciplines (operations, topline, loyalty, etc.) with the ability to train franchisees and influence account behavior to ensure successful execution of brand initiatives and programs.

 

Expected Contributions

Leadership/Driving for Results
·      Facilitates alignment with internal stakeholders in program roll-out, ongoing maintenance of support processes and quality evaluation tools

·      Identify new Executive Excellence program topics and/or existing program add-ons to drive incremental revenue to Marriott through new fee streams

·      Identify ancillary Marriott programs that are required for Executive Excellence participation, which drives incremental revenue to Marriott (ex: RMAS, CEC)

·      Support expansion of program to new continents and brands; share learnings from U.S./Canada franchising and adopt best practices from other regions

·      Determine franchisee ability to operate a Marriott product based on program participation and performance criteria; recommend continuation to graduation or removal as owner/operator based on these metrics

·      Accountable for assigned accounts including profitability, franchisee account management/relationships, overall satisfaction with Marriott/Executive Excellence, compliance with system standards and execution of brand programs

·      Accountable for influencing franchise account to articulate their company strategies and develop sustainable above-property processes and procedures (not one-time actions) to drive operational and topline results and meet Marriott requirements over time

·      Monitor and address brand equity performance issues (e.g. GSS, BSA, GxP, Topline); identify content, tools and coaching touchpoints to address gaps

·      Advocate to MI key internal stakeholders/functions for process, program and communication improvements on behalf of account needs and feedback

·      Partner with select brand and full-service franchisees to drive accountability - ensuring renovations and PIPS are completed on time and in accordance with agreed scope while in the relicense or guest experience program

·      Establish alignment across franchise program accounts for consistency, introduction of initiatives and pull through of course content. Identifies trends, successes, and areas of need or opportunity. Provides recommendations for alternative solutions

 

Managing Execution / Building Relationships
·      Leads deployment strategies while partnering with the pre-opening team to schedule joint meetings and champions brands’ service vision and identity for product and service delivery and verifies alignment amongst the brand and operational disciplines

·      Supports Brand initiatives and implementation serving as a liaison between Development and Hotel Openings and Transitions

 

·      Manages and provides input for continuous improvement of – standard processes and communications that are integrated and reflect change management methodologies

·      Contribute to the design and delivery of training to stakeholders’ key franchise reports and metrics insight to business results. Facilitates training for Franchisees on analyzing various measurement reports to optimize hotel performance. Support logistics for training webinars and reviewing tools resources to drive performance

·      Manages escalation, tracking and resolution of support issues and communicating them to key stakeholders.

·      Provides reactive support which includes responding to requests, questions and issues via email, alerts and phone calls and following up accordingly

Direct in the development, roll-out, and ongoing maintenance of support processes, procedures, and quality evaluation tools. Utilizes standard approaches and processes for consistent execution of programs throughout all project phases (Design, Build and Implementation)

·      Manages training content and oversees pull-through of appropriate updates as new brand initiatives or properties systems change to remain current and effective in our training deli