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.
CANDIDATE PROFILE
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
CORE WORK ACTIVITIES
Managing Work, Projects, and Policies
Delivers against all aspects of the Digital Marketing program and associated services to assigned hotels. This includes:
Ensures effective client communication
- 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.
- Monitors the impact of the services versus goals, (including where they apply within each Hotel Marketing Plan), and proactively communicates with key stakeholders about need for changes in strategic direction.
Manages program deliverables within expected timelines
- 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.
- Establishes digital key performance indicators (KPIs) and adjusts program strategy and tactics based on hotel needs.
- Develops customized digital business plans and presents to hotel stakeholders.
- Makes strategic recommendations for additional services/tactics to enhance services to meet property goals.
- Engages in frequent, active engagement with Senior Manager and continent Digital team(s) to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital products, programs and initiatives.
- Identifies and deploys resources required to execute program tactics and coordinates with Specialists to resolve or escalate performance issues.
Analyzes results and reports on progress
- Monitors Hotels results and business goals on a monthly basis, exercising critical and analytical thinking of results.
- Builds monthly reports to illustrate the impact of digital marketing initiatives and program tactics across various online verticals.
- Schedules and leads meetings with clients to communicate program results; provides insights and answers questions about hotel performance in the respective digital channels.
- Proactively looks for opportunities and makes recommendations for additional services/tactics to enhance services.
- Answers hotel/owner questions, as appropriate.
Maintains client satisfaction and retention
- 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.
- Establish and maintain 3rd party relationships with key partnerships that drive value to hotels.
Supporting Operations
- 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.
- Assists Senior Manager in successfully onboarding and training new employees.
- Actively participates and engages in internal and external special projects to broaden skill set.
- Engages in frequent communication with Digital & Marketing teams to align on project initiatives.
- Establishes and maintains complete and up-to-date information on all properties’ status and performance.
- Supports department-wide efforts to improve Digital Service culture and work environment.
- Contributes to Digital newsletter/bulletin updates for area.
- Attends training and conferences to increase subject matter expertise and deepen skills.
- Actively seeks out opportunities to learn more about the digital industry.
Additional Responsibilities
- Attends and participates in all relevant internal and external meetings.
- Informs, updates, and provides information to managers and co-workers in a timely manner.
- Presents ideas, expectations and information in a concise, organized manner.
- Uses problem solving methodology for decision making and follow up.
- Maintains positive working relations with internal customers and department managers.
- Manages time effectively and conducts activities in an organized manner.
- Performs other reasonable duties as assigned by manager.
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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
