Marriott International

Director, Executive Resolution

Marriott International$110K — $130K *
Hospitality & Recreation
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Hospitality, Business Administration, Marketing, or related field; or High school diploma with significant experience in customer service
  • 6+ years in hospitality, call center operations, or related functions, or 8+ years in service recovery environments
  • Proven experience leading teams in customer service or hospitality
  • Strong communication and problem-solving skills for complex customer situations
  • Data-driven mindset to enhance performance and customer experience

Responsibilities

  • Lead strategy and resolution of executive-level customer escalations
  • Represent senior leadership in high-stakes customer situations
  • Set standards for elevated service delivery and customer recovery strategies
  • Direct proactive outreach for seamless service recovery
  • Leverage insights to anticipate customer needs and mitigate risks
  • Ensure accountability and follow-through on customer commitments
  • Collaborate with Legal and other departments during sensitive scenarios

Benefits

  • Hybrid work environment supporting flexibility
  • Opportunities for professional growth and development
  • Access to a strong support network within the organization
  • Ability to shape customer experiences that impact brand reputation
Full Job Description
Job Description

JOB SUMMARY

The Director, Executive Resolution, leads Marriott's high-profile customer advocacy function. This role serves as the trusted proxy for senior leaders, personally owning the resolution of the company's most sensitive customer situations with urgency, discretion, and exceptional judgment.

Modeled on best-in-class concierge and premium advocacy desks, this role ensures that high-impact customer issues are anticipated, resolved quickly, and followed through proactively, often before being escalated further. The Director is a leader of a global team and operates with an enterprise mindset, strong emotional intelligence, and executive presence. Success in this role will balance customer advocacy with brand protection, legal risk awareness, and cross-organizational alignment. This role has primary accountability for the enterprise handling of Marriott's high-risk and visibility customer situations, where outcomes directly impact brand reputation and executive confidence.

CANDIDATE PROFILE

Education and Experience

Required
  • Bachelor's degree from an accredited university in Hospitality, Business Administration, Marketing, or related field; and 6+ years of relevant professional experience in hospitality, call center operations, or related function

OR
  • High school diploma or GED; 8+ years of experience in customer service, contact center, service recovery environment, or related professional area.

Preferred
  • Experience leading teams in customer service, hospitality, or service recovery environments
  • Strong communication and problem-solving skills, with the ability to handle complex or sensitive customer situations
  • Ability to use data and insights to improve performance and customer experience


CORE WORK ACTIVITIES
  • Leads the end-to-end strategy and resolution of executive-level customer escalations, ensuring alignment with enterprise standards and resolution within defined targets.
  • Represents senior leadership in customer engagement, shaping communications and outcomes in complex, high-stakes situations.
  • Sets the standard for elevated service delivery, driving recovery strategies that strengthen customer trust, loyalty, and long term brand affinity.
  • Directs proactive outreach strategy on behalf of senior leadership, ensuring seamless closure, service recovery, and sustained relationship management.
  • Leverages insights and case analysis to anticipate customer needs and potential risks, enabling preemptive action and enhanced customer experience.
  • Ensures enterprise accountability for commitments made to customers, driving cross-functional execution, documentation, and follow-through to completion.
  • Partner with Legal, Corporate Communications, PR, Loyalty, and Operations during sensitive or crisis scenarios.
  • Apply sound judgment in emotionally charged, ambiguous, or reputationally sensitive situations.
  • Identify systemic issues emerging from executive complaints and escalate for enterprise action.
  • Establish standards for executive-level recovery, ensuring consistency, quality, and brand alignment across all cases.
  • Ensure the team consistently delivers outcomes that restore trust and reinforce Marriott's reputation for exceptional care.


Marriott Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.

About Marriott International

Marriott International is a hospitality company with more than 3,900 properties around the world. Marriot International opened its first hotel in 1957 and operates franchises worldwide. The company’s headquarters is based in Maryland and employees nearly 200,000 people worldwide.   The company was founded by J. Willard and Alice Marriott in 1927 by opening a root beer stand in Washington D.C.

Marriott International Careers

Join the vibrant team at Marriott International, the global leader in hospitality, where career opportunities abound and the potential for growth is limitless. As part of our commitment to innovation and leadership in the industry, we are continuously seeking passionate, creative, and driven individuals to join our diverse team. Work You’ll Do At Marriott International, you will be part of a culture that values diversity, leadership, and professional development. Engage in meaningful work that enhances the travel experience of each guest while fostering a positive environment where all team members can thrive. Our team at Marriott International leads the way in delivering exceptional service and innovative hospitality solutions. With a variety of job opportunities ranging from front-line roles to executive positions, you can find the perfect match for your skills and career ambitions. Marriott International’s commitment to growth and innovation means we are always on the lookout for dynamic professionals to join our team. Whether you are seeking your first job, looking for a challenging leadership role, or aiming to specialize in hospitality management, Marriott offers unparalleled employment opportunities. Internship and Training Programs Kickstart your career with Marriott International’s internship programs. These opportunities provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Marriott are treated as integral members of the team and are involved in projects that make a tangible impact on the company. In addition to internships, we offer comprehensive diversity training and professional development programs that prepare you for future leadership roles within the company. Our training programs are designed to enhance your capabilities and ensure you are equipped to meet the challenges of the evolving hospitality landscape. Benefits and Career Growth Marriott International believes in rewarding our employees for their dedication and hard work. We offer a competitive benefits package that includes health, vision, and dental insurance, employee discounts, and more. Moreover, we are committed to the professional growth of our employees. Career advancement at Marriott is not just a possibility—it is a priority. Join Our Team Explore the wide range of job opportunities at Marriott International. We are hiring across various departments, including management, customer service, culinary arts, and more. Bring your unique skills and perspective to our team, and help us continue to innovate and lead in the hospitality industry. Networking and Professional Development Stay connected and advance your career through Marriott’s extensive networking opportunities. Our professional community is designed to foster connections that can lead to career advancement and personal growth. Engage with leaders, gain industry insights, and build relationships that will support your career aspirations. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Marriott Careers page. We look for individuals who are curious, team-oriented, and committed to excellence. Prepare your resume, sharpen your interview skills, and join one of the most respected names in the global hospitality industry. Stay Up to Date Keep informed with the latest career tips, company news, and industry insights from Marriott International. Join our community and discover how you can contribute to the world of hospitality and beyond. Explore job opportunities, embrace professional growth, and become part of a company that values innovation and leadership. At Marriott International, your career journey is just beginning.
Learn more about Marriott International
Size
120,000 employees
Market Cap
$46.5 billion
Industry
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ

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