Hotel Account Manager - Digital Field Marketing

Job description

Job Summary

This position is responsible for strategically executing comprehensive digital service solutions across a set of hotels, within the Digital Field Marketing team. The Hotel Account Manager will support the available digital activation programs in combination with additional digital service packages offered to hotels.

The Hotel Account Manager serves as the primary point of contact with hotels. This individual strategizes, plans, directs, and coordinates activities across multiple digital work streams to ensure strategies and tactics are implemented in order to meet hotel objectives. The Manager is responsible for ensuring the successful execution of activities and deliverables in a timely matter, within budget and delivers comprehensive reporting against defined metrics. This position reports directly to the Senior Manager.

The Hotel Account Manager will execute, support and educate hotels with the approved Area campaign calendar (destination marketing, demand generation, loyalty, partnerships etc.) as set out by the area Director of Marketing, Digital and Loyalty in collaboration with the Senior Manager.

Core Work Activities

·  Schedules and leads all client calls throughout enrollment period.
·  Collects hotel specific information from clients regarding needs and expectations, answers questions about services, digital channels and Marriott initiatives.
·  Ensures appropriate documentation is delivered throughout program engagement.
·  Tracks frequency and aligns consistent framework for hotel engagement.
·  Coordinates with Specialists in team to guarantee all deliverables are executed on time.
·  Reviews all hotel deliverables to ensure that they are on strategy and meet quality expectations.
·  Meets goals as defined by client satisfaction survey and annual renewal targets.
·  Proactively identifies add-on service opportunities to promote additional hotel customization and program evolution.
·  Ensures consistency in service throughout the agreement and when hotels are due for renewal, solicits reenrollment.
·  Works with Specialist’s to guarantee service tactics are executed on-time and at a high-quality.
·  Provides feedback to continually improve work processes and systems that support program execution.
·  Solicit feedback from properties to ensure program tactics meet their needs and demands.

Education and Experience

·  3+ years’ experience in an online agency or client services position is required or equivalent experience
·  2+ years’ experience in leading project teams and implementing digital strategies or equivalent experience
·  BS/BA degree in marketing or related field or equivalent certification from higher education

Skills and Competencies

·  Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
·  Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
·  Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops
·  Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
·  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.
·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
·  Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

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.