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? The Director, Marriott Bonvoy Ambassador & VIP Programs is responsible for leading the design and development of the strategy and initiatives to support enhanced personalized services for our most valued members. This position would co... more details
Job Number 24056151 Job Category Sales & Marketing Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY 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? The Director, Marriott Bonvoy Ambassador & VIP Programs is responsible for leading the design and development of the strategy and initiatives to support enhanced personalized services for our most valued members. This position would coordinate with a global team responsible for driving member engagement via new member experiences, social channels, pilot expansion of the service, and member events. In addition, this position would seek to develop and refine the enabling procedures, policies, and technology and drive efficiency to improve services. This role may oversee the following areas: - Ambassador and VIP Program Strategy & Execution - Ambassador and VIP Program Definition & Insights - Lead the launch new platforms, programs and initiatives to drive member engagement - Oversee management of VIP Programs CANDIDATE PROFILE Education and Experience Required • 4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, Hospitality Management, or related major and 6+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance; OR 8+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance. Education and Experience Preferred • Experience managing and defining transformational strategies for business units. • Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity. • MBA preferred. CORE WORK ACTIVITIES Ambassador and VIP Program Strategy & Execution - Lead the development of the Ambassador and VIP Program strategy for delivering personalized services and interactions with our most valued members. - Develop new services and recognition efforts to better meet the needs of individual segments within the Ambassador member base. - Tailor program services and strategies as appropriate to meet the local needs of Ambassadors. - Partner with technology stakeholders to design and implement solutions to enhance the member and associate experience. Ambassador and VIP Program Definition & Insights - Support the definition of Ambassador program goals, objectives, key performance indicators (KPI), and program health reporting standards. - Develop program standards to create consistent experiences and communications to share best practices around the - world. - Analyze periodic member & associate survey results and generate key insights and recommendations for management; create action plans and conduct follow-up as needed. Lead the launch new platforms, programs and initiatives to drive member engagement - Lead the implementation of new initiatives across key discipline partners to ensure a seamless experience for our most valued members. - Evaluate new services and partnerships that extend beyond the hotel stay and generate new revenue streams for loyalty. Oversee management of VIP Programs - Oversee the VIP customer journey from pre-arrival planning to the on-property experience. - Oversee the execution of VIP onboarding and gifting experiences, as well as coordinating with stakeholders to implement. - Design and review presentations for executive leadership. Delivering on the Needs of Key Stakeholders - Understands and meets the needs of key stakeholders. - Develops specific goals and plans to prioritize, organize, and accomplish work. - Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule. - Collaborates with internal partners and stakeholders to support business/initiative strategies - Communicates concepts in a clear and persuasive manner that is easy to understand. - Generates and provides accurate and timely results in the form of reports, presentations, etc. - Demonstrates an understanding of business priorities. Managing and Conducting Human Resources Activities • Interviews and hires employees. • Promotes the fair and equitable treatment of employees. • Facilitates regular, ongoing communication in department (e.g., staff meetings). • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees. • Incorporates customer satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals. • Solicits employee feedback. • Utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns. • Promotes adherence to policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. • Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. • Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. • Identifies talents of direct reports and their teams and assists with their growth and development plans. MANAGEMENT COMPETENCIES Leadership • Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. • Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action. • Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. • Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. • Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. Managing Execution • Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization. • Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. Building Relationships • Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards. • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. • Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. Generating Talent and Organizational Capability • Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. Learning and Applying Professional Expertise • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. • Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. • Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges. • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues. o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences. o Reading Comprehension - Understands written sentences and paragraphs in work related documents. o Writing - Communicates effectively in writing as appropriate for the needs of the audience. 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. 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.
