Regional Director Franchise Owner Support Europe

The Regional Director, Franchise Owner Support provides strategic account management to a portfolio of franchisees and franchise hotel owners across Europe with a large focus in France.

• Effective account management of a portfolio of franchise partners focusing on driving fees, ensuring brand compliance, holding franchisees accountable to renovation cycle commitments, fielding initial contractual re-up conversations, and raising engagement.
• Support the continent's growth structure by increasing Marriott's preference with his/her portfolio of franchisees.
• Support the continent's growth by screening new operators and partnering with development for proactive and strategic franchise footprint expansion.
• Communicate and collaborate with Asset Management to ensure the company's position is protected and enhanced during relicensing, re-ups, and/or contract changes. Take the lead in some workouts such as contract extensions or renovations.
• Work closely with the Franchise Commercial Director and Franchise Operations Director in the region to ensure brand compliance and top line maximisation
• Coordinate as appropriate with the broader EMEA Franchise Support Organisation, Legal, CLS, and GD to ensure senior leadership is aware of situations when his/her portfolio of franchisees is at risk of breaking contractual obligations relating to design and operational standards.

This position is a member of the franchise support organisation dedicated to supporting the owner community tasked with ensuring fees and customer loyalty continue to grow.

Location: France

• Provide strategic leadership to his/her portfolio of franchisees and their hotels:
  • Collaborates with the wider Franchise Support team to ensure that processes and systems are in place to provide effective support of a portfolio of franchisees and their hotels.
  • Support resources are effectively deployed across his/her portfolio of Franchisees and their hotels.
  • A la carte add-on services are made available, and marketed to, franchisees.
  • Personal/portfolio goals are met and exceeded.
• Account Management of franchise partners:
  • Serve as a single point of contact to answer franchisee questions and/or identify necessary resources to enable franchisees to leverage the Marriott system and achieve optimal results.
  • Work with line manager to design and deliver forums that allow franchisees to engage with the brands, continent leadership, commercial resources, operational resources etc... to further benefit from their franchise arrangements with the company.
  • Ensure that franchise partners are successfully account managed to drive owner/franchisee preference: Form deep partnerships and strong relationships with franchise partners.
  • Offer regular, two-way interaction points with franchise partners/owners to provide performance updates.
  • Act as brand/company advocate to franchisees.
  • Ensures that franchise partners are successfully account managed to drive unit growth: Work closely with line manager to partner with Development to expand the portfolios of company branded units operated by portfolio of franchisees.
  • Ensures that franchise partners are successfully account managed to drive fee growth: Provide guidance to franchise partners on getting the most from company systems and infrastructure.
  • Advocate the use of a la carte services to help franchisees generate improved customer loyalty and revenues.
  • Development support, new prospective operators screening and operational input into relicensing, and contract amendments as required:
    • Development support: Engage with the development team on an ongoing basis to ensure that the Marriott Franchise Value Proposition is well articulated and shared with prospective owners.
    • Participate in development pitches.
    • Support negotiations on franchise agreements as required to ensure clarity around value, cost, and benefit of MI partnership.
    • Screen new prospective brand operators: Ensure cross-functional compliance to new franchise screening process.
    • Ensure every new prospective brand franchise partner is assessed for operational competency.
    • Present a summary of each prospective new operator to line manager for approval.
    • Partner with Asset Management to ensure: Contract amendment and relicensing protocols are followed.
    • Provide operational and technical input during renegotiation and relicensing.
  • Coordination with internal stakeholders to ensure contractual obligations are met:
    • Track and follow up on 'Authority To Open' requirements to ensure compliance.
    • Work with CLS and GD to ensure updates to the standards and renovation cycles are being adhered to.
    • Support efforts to ensure accounts receivables balances are kept to a minimum.
  Other Responsibilities
  • Holds himself/herself, and the entire team, accountable to a high level of business ethics.
  • Performs other related tasks as assigned by management.
  • Complies with Marriott International policies and procedures.
  • Ability to travel up to 60% of working time.
  • Reports to the VP Franchise Owner Support EMEA.
  Candidate Profile - Key Talents and Experience Desired
  • Over five years progressive experience in a Finance, Asset Management, Operational or a Commercial discipline is essential.
  • Native of fluent French language skills.
  • Excellent communication and coordination skills.
  • Experience with; hotel operations, owner relations, sales/marketing/revenue, and a broad knowledge of the company's organization and resources is preferred.
  • A working understanding of financial and development opportunities is preferred, must be able to evaluate potential new owners.
  • Experience evaluating business trends and developing and successfully implementing new business programs and strategies that enhance multi-unit business performance.
  • Demonstrated success in evaluating risks and developing proactive strategies and plans to mitigate business issues.
  • Strong ability to operate in a matrix environment and can demonstrate exceptional ability to influence key stakeholders.
  • Knowledge of managing owner/franchise relationship issues is preferred.
  • Strong business acumen skills that include sound knowledge of the business economics and the ability to translate that knowledge into systematic and effective account management practices.
  • Strong diplomacy skills to go beyond effective relationship management to also being adept at tactfully representing Marriott's interests with external partners in difficult situations.
  • Must be able to gain commitment to get buy-in, participation, and compliance with existing agreements or new initiatives, even when there is significant cost or effort involved (e.g., capital expenditures for renovations).
  • Serve as a Marriott Culture Champion by acting as a role model and cultivating the Marriott culture within franchise companies that do business with Marriott.
  • Strong project management skills and ability to independently manage multiple projects.
  Education
  • Bachelor's Degree required; advanced degree in Business or equivalent related area preferred.

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.