Account Director Airline Business, GSO

The Account Director Airline
Business, is responsible for managing and expanding relationships with key
airline accounts across Latin America, with the primary objective of securing
and growing airline crew accommodation agreements across Marriott
International’s global portfolio of over 10,000 hotels.

This role drives
revenue generation, market share growth, and long-term partnership value
by positioning Marriott as a preferred provider for airline crew travel
solutions. The Account Director acts as a strategic partner to airline clients,
internal stakeholders, and property-level teams, ensuring seamless execution
and maximizing performance across markets.

BUSINESS
CONTEXT

The role of the Account Director Airline Business is
to support the GSO vision and mission by leveraging Marriott’s products
and services as a team leader or team member within their assigned account
portfolio. By utilizing the processes of strategic account management
and team-based sales, this position will be responsible for increasing
Marriott’s preference, loyalty and profitable share within their assigned
accounts and contribute to overall GSO success through the direct sales efforts
of Revenue Generation and Value Creation.

Education and Experience Preferred

• 5+
  years of experience in sales, account management, or hospitality-related
  roles.
• Experience managing complex, multinational accounts is strongly
  preferred.
• Experience within the travel, aviation, or hospitality
  industry is highly desirable.
• Proven experience managing airline crew
  business, both directly with airlines and through third-party intermediaries
  (crew accommodation providers/TMCs).
• Strong analytical capabilities,
  with demonstrated experience leveraging hotel performance data (occupancy, ADR,
  forecasting, demand trends) to drive commercial decisions and negotiations.


• Seniority and executive presence to lead negotiations with Directors
  of Sales, General Managers, and hotel ownership groups across multiple
  markets.
• Ability to manage complex stakeholder environments and align
  global account strategies with local hotel execution.
• Strong
  communication skills in English; additional languages (Portuguese) are
  a plus.

CORE WORK
ACTIVITIES

Account Management

• Accurate qualification of potential
  accounts; re-qualification of existing accounts.
• Establishes
  and maintains complete and up-to-date information on each account. This includes
  a thorough understanding of the account’s needs, history, plans, issues,
  organizational structure, strategies, existing business alliances and key
  competitors.
• Interprets financial statements, e.g., P&L statements,
  annual reports, as appropriate, to assist in the formulation of an “account”
  proposal.
• Maintains account information in SFA and EMPOWER to ensure
  accurate and up-to-date account reporting.
• Manages all resources within
  budgeted guidelines.
• Proactively develop goals and objectives
  to support the strategic account plan.
• Represents all brands
  of Marriott Lodging.
• Responsible for proactive account or segment
  sales.
• Supports data gathering, reporting & tracking
  functions.

Revenue Generation

• Identifies,
  develops, initiates and manages opportunities based on their fit with broader
  strategic account initiatives.
• Identifies key purchase points
  and decision-makers that influence the “buy” decision.
• Networks account
  teams to maximize coverage of key contacts and revenue streams.


• Partners with HQ support for annual pricing process, requests for pricing
  (RFPs) and related maintenance activity.
• Relates customer needs
  to product capabilities.
• Routinely quantifies the business impact
  to both the customer and Marriott.
• Works with Revenue Management
  to support account strategy in-market.

Value Creation

• Anticipates and quickly seizes opportunities that are not obvious
  to others to build customer satisfaction.
• Brings cross-functional
  and cross-business knowledge to bear in developing business solutions.


• Delivers value-added products and services to create long-term customer
  loyalty.
• Establishes and maintains relationships with key buying
  influences by developing and delivering ‘ease of doing business’ solutions
  that create and provide unique value and positioning.
• Positions self
  as “Subject Matter Expert” in terms of customer or account activity, business
  segment activity or market/region activity.
• Pursuing initiatives
  to capitalize on strengths and market opportunities, and to counter competitive
  threats

Customer Preference & Loyalty

• Conducts information-oriented sessions at each level of influence within
  the account or customer base in order to foster and maintain commitment
  to Marriott as a strategic supplier/partner.
• Counsels internal
  stakeholders on optimal negotiating stance.
• Delivers value-added
  products and services to create long-term customer preference and loyalty.


• Delivers on commitments to customers.
• Focuses on two-way
  communication to ensure win-win relationships are maintained.


• Proactively seeks feedback from customers using resources and tools
  of GSO.
• Uses knowledge of Marriott’s operations, its markets
  and competitors to promote dialogue and enrich customer interactions.

Market Integration & Leadership

• Assists people
  from diverse cultures and backgrounds to effectively contribute and succeed
  in the account team.
• Demonstrates benefits of total account management
  and team-based sales.
• Ensure that account sales strategies
  are communicated, implemented and updated as market conditions fluctuate.


• Facilitates educational opportunities that enhance credibility
  and integration between GSO and internal stakeholders.
• Identifies
  and cultivates relationships with key colleagues and stakeholders in other parts
  of the organization.
• Participate in professional and industry
  organizations (e.g., SAMA, ACTE, PCMA, MPI, ASMA, etc).
• Participates
  with account team in market pull-through activity.
• Provides
  opportunities for communicating account needs throughout organization.


• Supports ‘in-market’ needs of properties in a given regional area.


• Utilizes account team for Best Practice sharing and problem solving.

Airline Business specific activities:

• Develop
  and execute global account strategies for Latin American airline clients, with
  a strong focus on crew accommodation programs.
• Lead negotiations
  of complex, multi-market crew contracts, ensuring alignment with Marriott’s
  commercial strategy and hotel-level objectives.
• Collaborate
  with hotels, revenue management, and operations teams to optimize participation
  and performance across the Marriott portfolio.
• Identify and activate
  new opportunities through both direct airline relationships and third-party
  intermediaries managing crew logistics.
• Drive adoption of Marriott
  solutions that improve operational efficiency and “ease of doing business”
  for airline partners.

• Build credibility with others and encourages strong working
  relationships.

• Creates a work
  environment in which others feel comfortable sharing thoughts and feedback.

• Shows awareness of how own behavior impacts
  others and the work environment.

• Encourages others to work together.

• Models and empowers others to anticipate and respond to customer/stakeholder
  preferences and feedback.

• Clearly
  explains policies in ways that create strong customer/stakeholder
  relationships.

• Monitors
  customer/stakeholder satisfaction and takes appropriate action.

• Resolves customer/stakeholder issues and concerns
  raised by others.

• Creates
  an environment where everyone is valued and included.

• Models and coaches others on representing the Company culture
  of service, opportunity, respect, and fair treatment.

• Acts when others are treated unfairly or are not valued
  and respected for their unique skills.

• Look for and uses ideas and opinions from diverse sources.

• Attracts, develops, and retains a multicultural
  and multigenerational workforce.

• Gives
  all associates the opportunity to achieve their full potential.

• Organizes activities that promote inclusion.

• Maintains an awareness of changing
  customer/stakeholder and associate characteristics.

• Ensure the work is organized so it can be effectively completed.

• Continuously improves work processes.

• Brings together the appropriate mix
  of associate knowledge and skills to complete work.

• Coaches others on scope of technical decision‐making
  authority.

• Uses meetings and other
  forums to regularly communicate status of work.

• Provides, seeks, and acts on constructive feedback.

• Develop others by identifying needs and providing
  resources in area of expertise.

• Use
  professional networks to attract top talent in area of expertise.

• Participates in the hiring process
  and ensures successful onboarding of new associates.

• Models and coaches others on staying calm and focused during stressful
  situations.

• Communicate to others why
  change is happening and how it impacts their work.

• Models flexibility when managing multiple demands and changing
  priorities.

• Provides resources
  that help others deal with change and challenges.

• Adjust team and own priorities when experiencing change
  or challenges.

• Determines how change
  impacts stakeholders and communicates concerns to leadership.

• Clearly presents complex
  information using different methods.

• Adapts communication style based on the audience.

• Demonstrates active listening to ensure understanding.

• Models and coaches others on appropriately
  interpreting verbal and non‐verbal behavior.

• Models and coaches others on displaying professionalism and gaining
  respect from others.

• Identifies issues and makes suggestions to solve complex problems
  affecting daily work.

• Models
  and coaches others on breaking complex issues into manageable parts.

• Looks for and shares information with others
  before making a decision.

• Models
  and coaches others on identifying and evaluating alternatives and their
  implications before making decisions.

• Involves and gains agreement from others when making key decisions.

• Makes complex decisions and works
  with others to implement solutions in reasonable amount of time.

• Sets own
  career goals and identifies developmental areas for self and others.

• Uses resources and challenging assignments
  to improve performance of self and others.

• Gathers, shares, and uses information about industry and discipline trends
  and best practices.

• Budgets
  for training to support associate development, as applicable.

• Coaches and holds others accountable for professional
  growth.

• Ensures others understand how
  their work impacts property and team performance.

• Coaches others on the drivers of performance and their impact
  on key business and property metrics.

• Shows an understanding of how different customer/stakeholder groups
  have different revenue potential.

• Identifies innovative ways to improve, productivity, customer/stakeholder
  satisfaction, and profitability.

• Maintains advanced technical knowledge and skills and models their use
  for others.

• Models and promotes
  the appropriate use of facilities, equipment, and materials to perform
  the job.

• Demonstrates and shares
  expertise in policies, procedures, and legal requirements.

• Manages and completes complex technical assignments
  and coaches others on solving advanced technical issues.

• Demonstrates and reinforces technical standards and processes
  to support work requirements.

• Identifies innovative technical approaches and communicates how they
  can improve processes or business functioning.

• Promotes teamwork by explaining
  how each associate supports shared goals.

• Builds commitment to team goals by explaining how they support department
  and property success.

• Works with team
  members to solve issues and make decisions that impact them.

• Manages disagreements among team members.

• Recognizes department, team, and individual
  achievements.

• Creates
  a team environment that encourages accountability, high standards,
  and innovation.

• Makes sure others
  understand performance expectations.

• Sets and tracks goal progress for self and others.

• Monitors the work of others to ensure it is completed on time
  and meets expectations.

• Breaks down
  barriers so team members can accomplish their work.

• Prioritizes group activities based on importance, urgency,
  and impact to goals.

• Manages team
  workload and delegates assignments appropriately.

• Ensures team members have the equipment, materials, and other
  resources needed to accomplish their work.

• Avoids conflicts when setting project timelines and communicates key
  milestones and deadlines to others.