FLEX Senior Manager, Top Line Franchise Service and Support, US and Canada
FLEX Senior Manager, Top Line Franchise Service and Support, US and Canada
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Job Description
This is a temporary role.
The Senior Manager Top Line Franchise Service Support US (FLEX) supports the Topline Connection Center (TCC) and is the partner for the team which supports the Vice President(s) & Sr. Directors of Franchise Operations. This position is tasked with leading identified opportunities to improve Top Line performance within portfolios of Marriott branded hotels which are managed by franchise management companies and to provide insights to Franchise Management Company Principals by identifying key opportunities to leverage Marriott systems and programs to drive revenue. The Senior Manager Top Line Franchise Service Support US will recommend revenue management sales & marketing tactics to drive performance. The Senior Manager will focus on driving participation and execution of programs within their assigned set of Franchise Management Companies.
EXPECTED CONTRIBUTIONS
Leadership
Assumes the role as the discipline partner for a set of key accounts and is the point of contact for leaders of Franchise Management Companies.
Will develop implement and monitor processes to drive efficiencies within the team focused on improving Top Line performance at the Franchise Management Company level.
Develops and delivers Top Line Performance Reviews to Senior Executives at Franchise Management Companies focused on leveraging Marriotts systems tools & resources to drive improved performance.
Effectively engages with Sr Leaders and Franchise Principles to gain buy in to support Marriott policies and recommendations
Identifies initiatives to optimize franchise top line performance.
Partners with Headquarters teams to design system implementation and rollout plans that result in adoption of Marriott systems and tools by Franchise hotels.
Collaborates with the Sr. Director Top Line Franchise Service Support US in being the point of contact for partner areas including but not limited to Systems Support Revenue Management Advisory Services RM Plus Services Marketing and eCommerce Learning and Development Openings and Transitions Legal etc.
Evaluates current content and engagement strategies and identifies opportunities to improve engagement tactics with Franchise Management Company partners and hotel teams.
Reports out on learnings and best practices that drive system adoption to the broader Topline Franchise Service Support team and shares quantifiable data that supports these findings.
Has a strong understanding of Marriotts approach to franchise support and is able to effectively minimize risk to the enterprise.
Drive For Results
Evaluates revenue performance for portfolio/management companies and recognizes opportunity areas. Identifies underlying causes of good/bad performance and develops plans to address with the appropriate management company.
Uncovers areas where Marriott tools and resources are not being leveraged by franchise management companies potentially leading to missed revenue opportunity; navigates Marriotts internal organization to pair need with solution.
Influences alignment on revenue maximization strategies; influences decisiveness with revenue management decision makers in management companies. Makes and implements recommendations for increasing effectiveness and change of strategies.
Facilitates effective performance reviews shares relevant information to help third party management companies understand and support key MI objectives: identifies success factors for accounts and provides direction for achieving them. Demonstrates the ability to recognize similar recurring business issues and understands how to leverage solutions that have been used in the past.
Influences the adoption of franchisees on the evolution of strategies and focus areas in group & transient strategy for hotels including but not limited to things like system adoption and pull through of system enhancements & process changes.
Monitors all Franchise Communications channels and Franchise Learning opportunities to ensure TCC Content is relevant and aligned with the broader Franchise engagement strategy.
Employs tactics that support a distinct brand voice for the Topline Connection Center through a cadence of virtual learning and engagement and will be tasked with identifying new and existing tools that enhance the user experience.
Manage Execution
Develops portfolio/management company revenue objectives and action plans which align the highest common revenue opportunities between the franchise management company and Marriott International. Identifies the highest impact opportunity areas for Franchise Sr. Director & VPs to pull through
Contributes insights in the prioritization of systems programs tools and decision-making support resources; balances this perspective with an understanding of system wide priority and opportunity.
Shares key insights related to market business environments both internally and externally. Identify performance gaps of hotels and provide strategic and mitigating advice for solution
Provide pre-opening and conversion support to ensure effective pricing and revenue strategies are in place prior to hotel opening; then monitors new hotel ramp up and provides framework and support for ramp performance objectives to be met and exceeded.
Prepares and delivers presentations that are tailored to the unique opportunity areas for individual franchise management companies highlighting top opportunity areas and driving for agreement on next steps and measurement.
Takes responsibility for proposing a learning plan that supports emerging business requirements and personal development objectives.
Develops and uses systems to organize account plans strategies pull through performance updates on key metrics
Proactively identifies and leverages tools and systems to improve connectivity and engagement with Franchise Management Companies and internal stakeholders.
Performs other duties as assigned
Approximately 10% travel
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:
At least five years of Revenue Management and/or Sales work experience demonstrating career growth and a pattern of exceptional performance.
Revenue Management Sales or Marketing experience preferred
A minimum of 3 years of leadership experience
Strong relationship management strategic planning communication and analytical skills
Excellent demonstrated analytical ability with experience in solving real-life business problems
Good organizational and time management skills and proven ability to handle multi-task assignments
Knowledge of Marriotts systems (e.g. MARSHA MRDW One Yield MarRFP Fosse) preferred
Strong data analysis skills
Excellent project management skills with ability to independently manage multiple projects
Ability to communicate deadlines and project requirements clearly and concisely
Excellent interpersonal and written and oral communication skills as well as public speaking
Ability to work both as a team member and a team leader to achieve results in a teamwork environment
Ability to take large volumes of complex information and present it to Senior Management in a clear concise and complete manner which facilitates executive decision making
Education:
Bachelors preferred in a quantitative discipline (finance operations research economics mathematics statistics etc.)
The pay range for this position is $47.35 to $68.41 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 June 24 2025.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Senior Manager
Employment Type
Full-Time
