Director, Owner & Partner Relations ME & Maghreb Job at Marriott Bonvoy (London)

Job Description

The Director, Owner & Partner Relations provides strategic account management to a portfolio of owners, franchisees and franchise hotel owners across EMEA, directly reporting to respective Regional VP and dotted reporting line to VP OPR. He / She is responsible for proactive account management and performance monitoring of their respective portfolio and collaborate closely with the regional team and disciplines for any escalation and performance management needs.

Job Responsibility

Effective account management of a portfolio of Owner & Partners focusing on: driving fees, ensuring brand compliance, holding owners and franchisees accountable to renovation cycle commitments, fielding initial contractual re-up conversations, and raising engagement
Support the continent’s growth structure by increasing Marriott’s preference with his/her portfolio of Owners & Partners
Support the continent’s growth by screening new operators and partnering with development for proactive and strategic franchise footprint expansion
Communicate and collaborate with Asset Management to ensure the company’s position is protected and enhanced during relicensing, re-ups, and/or contract changes. Take the lead in some workouts such as contract extensions or renovations
Support franchisees and owners with ongoing use of Marriott commercial systems, tools, and pay-to-play services and provide hands-on guidance for effective adoption of Marriott commercial programs
Work closely with the Regional teams (RVP, Sr Director of Ops, Sr Director of Commercial) and disciplines on performance of portfolio, identify gaps & opportunities, proactively offer Pay to Play services where needed and any escalation needs to owners and franchisees
Coordinate and proactively communicate as appropriate with the broader EMEA Owner and Partner Relations Organization, Legal, Commercial and LPO to ensure senior leadership is aware of situations when his/her portfolio of franchisees is at risk of breaking contractual obligations relating to design and operational standards
Provide strategic leadership to his/her portfolio of Owner & Partner and their hotels
Drive proactive engagement with Franchisee / FMC to review performance of their portfolio, escalate any challenges requiring FMC / Franchisee attention, support franchise owners in the effective use of Marriott’s commercial and operational systems, tools, and pay-to-play services to drive revenue and optimize performance, Facilitate access to commercial and operational resources and best practices, ensuring owners are empowered to achieve their business goals
Engage RVP / Regional teams / Disciplines on escalated issues as relevant
Support the RVP and be the primary point of contact for a selected portfolio of franchise owners & partners
Work with RVP to design and deliver forums that allow Owners & Partners (managed and franchise) to engage with the brands, continent leadership, commercial resources, operational resources to further benefit from their franchise arrangements with the company
Form deep partnerships and strong relationships with Owners and Partner
Offer regular, two-way interaction points with Partners / owners to provide performance updates
Act as brand / company advocate to Owners & Partners
Work closely with line manger to partner with Development to expand the portfolios of company branded units operated by portfolio of Owners & Partners
Provide guidance to Owners & Partners on getting the most from company systems and infrastructure
Advocate the use of a la carte services to help franchisees generate improved customer loyalty and revenues
Engage with the development team on an ongoing basis to ensure that the Marriott Franchise Value Proposition is well articulated and shared with prospective owners
Screen new prospective brand operators
Ensure cross-functional compliance to new franchise screening process
Ensure every new prospective brand franchise partner is assessed for operational competency
Present a summary of each prospective new operator to 1st RVP and the VP OPR (for P&S deals COO informed, for Luxury deals, COO is the final approver)
Partner with Asset Management to ensure contract amendment and relicensing protocols are followed
Provide operational and technical input during renegotiation and relicensing
Track and follow up on ‘Authority To Open’ requirements to ensure compliance
Work with LPO to ensure updates to the standards and renovation cycles are being adhered to
Acts as an escalation point to Finance AR team for accounts receivables and payments
Holds himself/herself, and the entire team, accountable to a high level of business ethics
Performs other related tasks as assigned by management
Complies with Marriott International policies and procedures

Requirements

Over five years progressive experience in a Finance, Asset Management, Operational or a Commercial discipline is essential
Native of fluent Arabic language skills and French is a plus
Excellent communication and coordination skills
Experience with hotel operations, owner relations, sales/marketing/revenue, and a broad knowledge of the company’s organization and resources is preferred
A working understanding of financial and development opportunities is preferred, must be able to evaluate potential new owners
Experience evaluating business trends and developing and successfully implementing new business programs and strategies that enhance multi-unit business performance
Demonstrated success in evaluating risks and developing proactive strategies and plans to mitigate business issues
Strong ability to operate in a matrix environment and can demonstrate exceptional ability to influence key stakeholders
Knowledge of managing owner/franchise relationship issues is preferred
Strong business acumen skills that include sound knowledge of the business economics and the ability to translate that knowledge into systematic and effective account management practices
Strong diplomacy skills to go beyond effective relationship management to also being adept at tactfully representing Marriott’s interests with external partners in difficult situations
Must be able to gain commitment to get buy-in, participation and compliance with existing agreements or new initiatives, even when there is significant cost or effort involved (e.g., capital expenditures for renovations)
Serve as a Marriott Culture Champion by acting as a role model and cultivating the Marriott culture within franchise companies that do business with Marriott
Strong project management skills and ability to independently manage multiple projects
Bachelor’s Degree required
advanced degree in Business or equivalent related area preferred
At the time of application, applicants must have the legal right to work in the United Kingdom. Unfortunately, this role is not eligible for visa sponsorship or relocation assistance

Nice to have

Native of fluent Arabic language skills and French is a plus
Experience with hotel operations, owner relations, sales/marketing/revenue, and a broad knowledge of the company’s organization and resources is preferred
A working understanding of financial and development opportunities is preferred, must be able to evaluate potential new owners
Knowledge of managing owner/franchise relationship issues is preferred
advanced degree in Business or equivalent related area preferred

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Director, Owner & Partner Relations ME & Maghreb

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