FLEX Director - Executive Excellence, Franchise Operations

Additional Information

Job Number 25055359

Job Category Owner & Franchise Services

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP

Schedule Full Time

Located Remotely? Y

Position Type Management

This is a temporary position.

The Director, Exec Excellence-Franchise Operations is the primary account management point of contact for Marriott’s new franchisees (MSB and Premium brands) in the US and Canada and is responsible for training and developing highly successful new and existing franchise accounts within the Marriott environment. This role is accountable for franchise P&L results for all assigned accounts for a period of one to three years, fostering incremental growth in new units, ensuring standards compliance, and managing franchising business aspects (contract execution, ancillary program participation). This position requires in-depth and up-to-date knowledge of Marriott systems, standards, tools, and processes across all disciplines (operations, topline, loyalty, etc.) with the ability to train franchisees and influence account behavior to ensure successful execution of brand initiatives and programs.

Expected Contributions

Leadership/Driving for Results

• Facilitates alignment with internal stakeholders in program roll-out, ongoing maintenance of support processes and quality evaluation tools
• Identify new Executive Excellence program topics and/or existing program add-ons to drive incremental revenue to Marriott through new fee streams
• Identify ancillary Marriott programs that are required for Executive Excellence participation, which drives incremental revenue to Marriott (ex: RMAS, CEC)
• Support expansion of program to new continents and brands; share learnings from U.S./Canada franchising and adopt best practices from other regions
• Determine franchisee ability to operate a Marriott product based on program participation and performance criteria; recommend continuation to graduation or removal as owner/operator based on these metrics
• Accountable for assigned accounts including profitability, franchisee account management/relationships, overall satisfaction with Marriott/Executive Excellence, compliance with system standards and execution of brand programs
• Accountable for influencing franchise account to articulate their company strategies and develop sustainable above-property processes and procedures (not one-time actions) to drive operational and topline results and meet Marriott requirements over time
• Monitor and address brand equity performance issues (e.g. GSS, BSA, GxP, Topline); identify content, tools and coaching touchpoints to address gaps
• Advocate to MI key internal stakeholders/functions for process, program and communication improvements on behalf of account needs and feedback
• Partner with select brand and full-service franchisees to drive accountability - ensuring renovations and PIPS are completed on time and in accordance with agreed scope while in the relicense or guest experience program
• Establish alignment across franchise program accounts for consistency, introduction of initiatives and pull through of course content. Identifies trends, successes, and areas of need or opportunity. Provides recommendations for alternative solutions
  
  

Managing Execution / Building Relationships

• Leads deployment strategies while partnering with the pre-opening team to schedule joint meetings and champions brands’ service vision and identity for product and service delivery and verifies alignment amongst the brand and operational disciplines
• Supports Brand initiatives and implementation serving as a liaison between Development and Hotel Openings and Transitions
• Manages and provides input for continuous improvement of – standard processes and communications that are integrated and reflect change management methodologies
• Contribute to the design and delivery of training to stakeholders’ key franchise reports and metrics insight to business results. Facilitates training for Franchisees on analyzing various measurement reports to optimize hotel performance. Support logistics for training webinars and reviewing tools resources to drive performance
• Manages escalation, tracking and resolution of support issues and communicating them to key stakeholders.
• Provides reactive support which includes responding to requests, questions and issues via email, alerts and phone calls and following up accordingly
  
  

Direct in the development, roll-out, and ongoing maintenance of support processes, procedures, and quality evaluation tools. Utilizes standard approaches and processes for consistent execution of programs throughout all project phases (Design, Build and Implementation)

• Manages training content and oversees pull-through of appropriate updates as new brand initiatives or properties systems change to remain current and effective in our training delivery and material
• Synthesize an array of business performance metrics to support trend analysis and program offerings. Perform accountability and pull through visits
• Supervise account management covering all assigned franchise brand operators (MSB and Premium Brands)
• Assess potential franchisee operating capability and advise partner groups
• Work closely with brand team and core disciplines to develop operations, QA standards and other programs as necessary. Train and communicate brand product and service standards to franchisees
• Assist with the design and development of existing Executive Excellence programs, including testing content, conducting pilots, recommending new tools and gathering feedback from current and past participants
• Facilitate Executive Orientation for new to Marriott franchisees and owners
  
  

Account Management

• First account management point of contact for new franchisees to Marriott (new build, relicense and conversion). Own day-to- day franchise account management for a period of one to three years including onboarding to Marriott processes and training of standards, systems and disciplines
• Manage franchise relationships and account management activities, including day-to-day account management activities; monthly, consultative training webinars; in-person accountability meetings; knowledge assessments; and adherence to contractual obligations
• Resolve and escalate issues for accounts in partnership with various corporate and market resources
• Collaborates and consult with stakeholders to capture feedback, resolve issues, and facilitate cross-group discussions
• Facilitates the Franchise Operations section of Executive Orientation for new owners/franchisees
• Partners with Account Executives to identify account performance trends utilizing tools such as Owner Engagement, GM hire dates, Inspections and assist in creating corrective course(s) of action
• Elevates legal/contractual issues of assigned accounts to the Senior Director, Franchise Operations, Account Development to enable collaboration with legal and VP, MSB Franchise Operations
• Provides direction to Owner/ Franchisee through policy interpretation and make recommendations on policy revisions of brand standards
  
  

Other

• Performs other duties as appropriate
• Approximately 70% travel required
  
  

The pay range for this position is $56.58 to $81.73 per hour.

Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.

FLEX opportunities 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, 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.

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.

The application deadline for this position is 14 days after the date of this posting, March 31, 2025.

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.