Director, HVMB US Canada Account Management
Negotiable
Location
Liberia, Maryland
Job Description
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JOB SUMMARY
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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.
- 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.
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- Experience managing and defining
transformational strategies for business units.
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- Demonstrated ability to deliver results
under difficult conditions, particularly when faced with complexity
and ambiguity.
- Advanced degree (MBA, MSc, MA)
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CORE WORK ACTIVITIES
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Account Management
- Work with the Vice
President, Homes & Villas to cultivate business relationships, maximize
financial performance and grow partners post contract.
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- Lead and guide the strategy
for managing business relationships with HMCs to create long-term value directly
and through leading an account team.
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- Develop and lead Connectivity Partner
and Technical Onboarding strategy to meet organizational growth goals.
- Manage relationships
with key partners, once on-boarded to HVMB.
style="margin:0px;padding:0px"> - 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.
style="margin:0px;padding:0px"> - Perform high level / directional
technology troubleshooting with partners.
style="margin:0px;padding:0px"> - Where relevant, support partnerships
and operating norms with hotel Continent teams.
style="margin:0px;padding:0px"> - Manage all aspects of the account
partnership including HVMB’s standards and marketing goals.
style="margin:0px;padding:0px"> 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.
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style="margin:0px;padding:0px"> Demonstrate and Apply Discipline
Knowledge
- Keep abreast of key demand/supply indicators, trends, and competitive
information at a market level.
style="margin:0px;padding:0px"> - Attend trade shows, industry events
and provide insights face-to-face based on business needs.
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style="margin:0px;padding:0px"> Leading Discipline Team
- Champions the brand’s
service vision for product and service delivery.
style="margin:0px;padding:0px"> - 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.
- Analyzes service issues and identifies trends.
style="margin:0px;padding:0px"> - 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.
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style="margin:0px;padding:0px"> Managing Revenue Goals
- Monitors performance
against budget.
- Reviews reports and financial statements to determine operations’
performance against budget.
style="margin:0px;padding:0px"> - Coaches and supports team to manage
expenses, wages and controllable expenses.
style="margin:0px;padding:0px"> - 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
style="margin:0px;padding:0px"> - Demonstrates and communicates key
drivers of customer satisfaction for the brand’s target customer.
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style="margin:0px;padding:0px"> - 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.
style="margin:0px;padding:0px"> - 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.
style="margin:0px;padding:0px"> - 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.
style="margin:0px;padding:0px"> - Ensures that employees understand
expectations and parameters for operations duties.
style="margin:0px;padding:0px"> - Facilitates the development of creative
solutions to overcome obstacles and ensures implementation to continually
improve customer satisfaction results.
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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
href="https://life.marriott.com/wp-content/uploads/2025/09/benefitsoverviewp_2025edits_8.19.25.pdf"
rel="nofollow" target="_blank">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.
We have an extraordinary portfolio of brands, with over 9,700 hotels and resorts under more than 30 preferred brands in the industry, covering 143 countries and regions, offering a richer selection for you to feel, experience, and explore the world.
