Manager (Maternity Cover) MSB Franchise Europe – Europe Office – London


Job Number 19001B7K
Job Category Sales and Marketing
Location Europe Office – London| Barnard|s Inn| 86 Fetter Lane| London|
Greater London| United Kingdom
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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The Director| MSB Franchise Europe is a dedicated resource to support
European Franchise hotels| with core accountability for:

The Director Marriott Select Brands (MBS) Franchising will report directly to
the VP Marriott Select Brands Franchising. The position is a key member of the
European Franchise Support team. The role is responsible for supporting the
day to day on property excellence of the European Franchise select service
portfolio in partnership with the overall Franchise Support organization.

The position will work directly with the leadership teams on property| guiding
performance| and assisting in roll-out of initiatives and processes. The role
will include both operational and commercial areas such as; Revenue
Management| Sales| Marketing| Digital| Loyalty| Rooms| Housekeeping| Laundry|
Loss Prevention| Maintenance| Food and Beverage| Culinary| Events| C&B|
Recreation and Fitness. The role will be a key contact for hotel queries about
Operations| Brand Standards| Loyalty Programs| Brand Audits| Guest Voice|
Brand Initiatives and Quality Assurance within the Marriott Select Service
Franchise team.

The position will work directly with the European Franchisees – Select Service
hotels| Marriott Brand Operations| the Continental Leadership Team in Europe
(CLS)| BMSC functions and all other relevant internal and external
stakeholders to ensure that Franchisees are operating their hotels in
accordance with Marriott brand guidelines and standards.



Accountable for driving the overall on-property performance in accordance with established Key Performance Indicators (KPIs) for the select-service portfolio

Accountable for driving a solid growth in Intent to Recommend (ITR) score for the European select-service franchise portfolio

Provide daily support to the Franchise property teams on how to effectively deliver| and benefit from the Marriott guidelines| standards and programs

Develop a solid understanding of Franchise relationships and align with how the overall Franchise team develop networks| relationships and provide guidance and support to the property teams| Franchise partners and internal stakeholders

Help identify trends and developments within the Franchise portfolio of hotels| establish relevant strategies and execute against these accordingly

Develop and maintain full overview and understanding of all brand philosophies| initiatives| programs and service concepts. Follow directions and align with the priorities as communicated by key internal stakeholders

Develop a strong working relationship with the on-property leadership team; maintaining ongoing communication in person and via other communication methods

Establish him/herself as the main point of contact for the Franchise operations on-property teams for the designated hotels in order to create a consistent and streamlined working relationship

Provide regular progress updates to Senior Franchise leadership members as directed

Complete internal tracking tools and reports to evaluate performance progress against set key performance indicators (KPIs). Help monitor operational results and appropriate metrics to identify and manage business risk

Promote and sell ideas persuasively to properties for stimulating business opportunities| improving service| and increasing profitability.

The role is also responsible for supporting the execution of Marriott’s global distribution strategy and aligning hotel level sales and marketing activities| goals and incentives to grow profitable room nights through direct channels and improve profitability of intermediated channels as directed by the Director of Marriott Select Service Franchising

This position will evaluate the Hotel’s opportunity to participate in and maximize all the various sales and distribution channels in alignment with enterprise-wide strategy and local business imperatives.

Support the commercial goals in Revpar| fee and MPI growth of the select service portfolio

Drive the implementation and execution of the Marriott commercial systems| tools and contacts to support the continent goals.

Respond to and resolves operational requests from key stakeholders.

Participate in meetings as required

Complete all trainings as required

Specific areas of focus are not limited to those listed and will change as Continent and divisional priorities change

Comply with all policies and procedures

Performs other duties as assigned to meet business needs.

Brand Standard Delivery

Acts as a subject matter expert regarding delivery of superior guest services and experiences. Fully versed in all Operations Brand Standards and MI’s Quality Assurance process and program .

Be a key contact within the Franchise Support organization to provide guidance and operational support to select service hotels on a daily basis

Identify trends and developments within the Franchise portfolio of hotels
Assist in developing processes| systems and an environment that fosters effective 2-way communication
Be the 1st level of escalation for Franchisee brand and operational challenges and queries

Work with the overall select service portfolio| and a key focus on priority hotels| to review and recommend actions in areas including| but not limited to:

Brand Standard process| audit and results
Marriot brand initiatives
guestVoice feedback and trends
Mobility and Empower performance
Marriott Bonvoy performance

Assist in communicate relevant brand initiatives and ensure all mandatory brand initiatives are pulled through successfully at the property level. Provide guidance and support to drive engagement in optional initiatives.

Establish solid relationships with select service Franchisees in order to drive performance in terms of guest service delivery and operational efficiencies/standards

Communicate brand appropriate product and/or service standards and specifications| ensuring all hotels operate with respect to European continent and corporate standards

Ensure brand and business strategies| standards and initiatives are communicated effectively to Franchisees taking into consideration the different operational set up vs. the managed hotels

Support the Brand teams and Continental Leadership teams to test and/or pilot products| programs| concepts| and services with Franchisee operators. Provide feedback for new initiatives spanning multiple disciplines and brands

Provide and/or organize trainings for the property teams to use and interact with Marriott systems and tools

Property Visits / Diagnostic Services

Conduct Property Visits| independently or as part of a group| to evaluate the operation and to develop recommendations and action plans

Conduct and deliver diagnostic support from the desk top.

Work with Vice President Full Service Franchising to identify priority list of hotels

Develop plans| actions and recommendations for stakeholders to deliver against the Brand Detractor Process

Reference data from multiple sources (e.g. trend research| customer feedback| tests/pilots) and identify opportunities to drive the overall performance of the Franchise select service hotels

Provide support to the Franchise Full Service operations team on an ad hoc basis and as directed

Brand| Systems and Process Knowledge

Maintain strong and professional working relationship with the stakeholders in the Continental Leadership Team and the Brand Team (BMSC)

Strong knowledge and understanding of the Quality Assurance process| including guestVoice and Brand Audit

Knowledge of Marriott Bonvoy and the ability to manage all initiatives

Solid understanding of all operational systems and processes; including but not limited to GXP/Empower| Mobile Services and Land It

Keeping fully abreast and informed about all Operational developments| trends and initiatives as communicated by Marriott International

Stay on top of industry trends as it relates to the select-service portfolio of hotels


Conduct on property trainings and customized workshops in order to drive operational excellence; including trainings around Marriott’s quality assurance program| guest satisfaction programs and other systems| tools and processes

Be a key driver of the pay-to-play consultancy portion of the support structure which is made available to Franchise hotels

Providing Connectivity to the Market and Corporate Sales & Marketing Efforts

Establish partnership with Marriott’s Europe Divisional sales| marketing and revenue management leaders to ensure seamless service delivery to Franchise hotels in Europe

Work with discipline leaders and brand to ensure the hotels are supported through all the International Marketing Fund channels that the hotels allocate funds to

Ongoing S&M support including.

Ensuring that the VP MSB Franchise Europe is kept informed of any key activities and challenges.

Participating in European meetings and other such in market S&M meetings.

Serve as the first point of escalation for issue resolution relative to sales| marketing and revenue management channel performance; is a key point of interface for external and internal stakeholders| such as owners| Europe market based Sales| Marketing & Revenue Management Leaders.

_Activation of Sales & Marketing Plans

During opening ramp up and as appropriate| coordinate property visits and perform property diagnostic reviews to identify opportunities for participation in sales and marketing programs/efforts (e.g.| above-property sales| electronic channels) and for enhanced mix and price positioning. Examples of focus areas include:

Marketing and Digital execution:

Ensure full compliance with brand identity and marketing communications to include collateral| advertising| logos| signage| etc. Ensure knowledge and use of Marketing tools| eg Brandworks to support their efforts.

Optimize usage of all available eChannels (Expedia| Travelocity| etc)

Complete the pre-opening S&M Checklist (Hotel Website| EPIC| Search Engine Optimization)

Connect with Marriott Digital Services for additional support

Sales Effectiveness:

Review source markets and sales deployment as appropriate to activate hotels within MI sales channels

Sales Productivity and Opportunities:

Review team and individual productivity (achievement to goal) for group| catering| business transient| and need date revenue| etc as appropriate to advise hotel on key performance drivers

Pricing and Positioning Opportunities (Revenue Management opportunities)

Review RevPAR index results/targets| competitive set

Review achievement of budgeted RevPAR goals

Liaison with key stakeholders and franchise operator

Build relationships with franchise operators and hotel based franchise associates to educate and assist in driving hotel performance.
Attend Franchisee meetings and owner conferences as appropriate
Be the spokesperson for S&M for the Franchise organization
Collaborate and partner with key S&M/RM disciplines in the continent and at corporate level.

Marriott International is the world’s largest hotel company| with more brands|
more hotels and more opportunities for associates to grow and succeed. We
believe a great career is a journey of discovery and exploration. So| we ask|
where will your journey take you?



· Five plus years in a sales & marketing or revenue management leadership
position. Broad experience in Marriott International’s sales| marketing and
revenue management channels is strongly preferred as well as Operational
Experience and knowledge.

· Previous hotel industry sales or revenue management experience required|
preferably in multiple revenue streams and portfolio offerings.

· Proven effectiveness in working with owner groups and international
development resources.

· Strong stakeholder management skills.

· Strong financial acumen.

· Strong relationship building skills

· Experience evaluating business trends and successfully implementing new
business programs and strategies that enhance multi-unit business performance.

· Experience in Europe required

· European languages an advantage

· Location: London preferred


· Bachelors Degree required; advanced degree in Business or related area