at Marriott in Springfield, Illinois, United States
Job Description
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, stra
