Director, HVMB US Canada Account Management

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.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. 

Washington Applicants Only : Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose,  belong to an amazing global​ team, and  become the best version of you.