Senior Director, Marriott Select Brands Franchise Account Management

POSITION SUMMARY

 

The Senior Director, Franchise Operations MSB enables a more efficient and fluid end-to-end process between Marriott’s global disciplines, market leadership, and franchisees/owner to accelerate the successful design, adoption, and execution of enterprise, brand, franchise, and management company priorities and initiatives for the MSB portfolio to ensure intended guest/owner/associate benefit(s). This resource will assume a key role in strengthening of Management Company / Owner satisfaction to support Marriott International’s Franchise growth strategy. 

 

 

EXPECTED CONTRIBUTIONS 

 

Business/Functional Results

• Represent MSB portfolio-wide rollouts to include sufficient implementation, communication, and market-support plans and contingencies 
• Drive accountability and validation of account portfolio compliance, including reporting and follow up with franchisees and account leads. Partners with Account Executives, Franchise Management Companies on recommendations for action 
• Produce mechanisms for MSB Account Executives and Franchisees for easy access on high priority deliverables, success metrics, resources 
• Analyze and monitor GSS, and appropriate metrics to identify and manage business and financial risks. Identify opportunities to improved product quality, service delivery, and financial performance. 
• Evaluate MSB portfolio level aggregate performance and partner with the TopLine team on strategy impact. Determine causal performance factors and create recommendations for improvement plan

Leadership:

• Promote organization environment for continuous improvement that reflect Marriott’s priority of ‘owner/franchisee preference’. 
• Facilitate alignment, direction, implementation and execution of key programs/initiatives within the franchise MSB account team 
• Drive MSB strategy and communication to key stakeholders including meetings, service/brand standards (GM, Above-property, Owner) 
• Build implementation framework of key initiatives to accelerate and maximize targeted guest/owner/associate benefit and ROI across portfolio
• Educate corporate/discipline functions of MSB franchise value proposition, and influence to ensure franchisee/account voice is represented 
• Strengthen Marriott's competitive advantage by advocating and benchmarking in order to support sound business opportunities, elevate/enhance performance impact and efforts. 
• Guide the development and implementation of overall corporate and continent strategies and initiatives for the Select Brand portfolio 

Managing Execution / Building Relationships:

• Synthesize and manage communication channels to franchisee, including but not limited to brand product and service standards Foster and maintain successful relationships with internal stakeholders, above-property leaders, general managers, owners and franchisees
• Collaborate with core and brand team to develop operations, QA standards and other programs as necessary 
• Gain alignment with MSB franchisees on established program/initiative timelines and resources to ensure successful desired deliverables 
• Conduit for franchisees; synchronize perspectives for key market or MI functions; establish path for resolutions on challenges 
• Performs other duties as appropriate 
• Approximately 30% Travel required 

 

 

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED 

Education & Experience 

• 4-year bachelor's degree preferred from an accredited university in Business Administration, Hotel Management, or related field 
• At least 10 years of progressively responsible work experience in the lodging industry leading operations disciplines. Multi-brand experience preferred
• Experience in Development, Select Brands or franchising is a plus 

Skills & Attributes 

• Knowledge of Balance Scorecard, Owner Relations and/or Financial responsibilities 
• Strong financial acumen with proven analytical skills 
• Ability to manage in a culturally diverse work environment; champion for diversity effectiveness across all stakeholders 
• Strong ability to manage multiple stakeholders. 
• Demonstrated strong relationship skills; ability to build trust and credibility. Proven outstanding customer relations skills 
• Exceptional skill in problem solving and leveraging resources to optimize capabilities 
• Demonstrated ability to influence stakeholders 
• Ability to innovate and articulate new concepts clearly and in a compelling way 
• Ability to operate in a highly in a matrix organization 
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