Marriott International

Director, HVMB US Canada Account Management

Marriott International • $120K — $150K *
Bethesda, MD 20817In-Person
Hospitality & Recreation
5 - 7 years of experience
5 days ago
Job Overview by Ladders

Qualifications

  • 4-year degree in Business Administration, Hospitality Management, or related field.
  • 7+ years' experience in the hospitality sector with proven career growth.
  • 4+ years' experience in the residential home rental industry.
  • Experience in defining transformational strategies for business units.
  • Ability to deliver results in complex, ambiguous situations.

Responsibilities

  • Develop and manage strategic business relationships with Homes Management Companies (HMCs).
  • Lead team efforts to maximize financial performance for HVMB partners.
  • Implement connectivity onboarding strategies to achieve organizational goals.
  • Evaluate existing partnerships to identify growth opportunities.
  • Oversee data management and analytics for performance insights within account management.
  • Facilitate high-level technology troubleshooting alongside partners.
  • Collaborate with hotel continent teams on partnership and operational standards.

Benefits

  • Comprehensive health benefits package.
  • Flexible work arrangements.
  • Opportunities for professional development and growth.
  • Employee discounts on travel and accommodations.
Full Job Description
Job Description

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.

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
Hospitality & Recreation
Net Income
-$267 million
Founded
1927
5 Year Trend
-2.1%
Revenue
$10.5 billion
NASDAQ
MAR
* Ladders Estimates

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