POSITION SUMMARY
The Director, Owner & Partner Relations provides strategic account management to a portfolio of owners, franchisees and franchise hotel owners across EMEA, directly reporting to respective Regional VP and dotted reporting line to VP OPR. He / She is responsible for proactive account management and performance monitoring of their respective portfolio and collaborate closely with the regional team and disciplines for any escalation and performance management needs.
The key areas of focus are:
- Effective account management of a portfolio of Owner & Partners focusing on: driving fees, ensuring brand compliance, holding owners and 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 Owners & Partners.
- 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.
- Support franchisees and owners with ongoing use of Marriott commercial systems, tools, and pay-to-play services and provide hands-on guidance for effective adoption of Marriott commercial programs.
- Work closely with the Regional teams (RVP, Sr Director of Ops, Sr Director of Commercial) and disciplines on performance of portfolio, identify gaps & opportunities, proactively offer Pay to Play services where needed and any escalation needs to owners and franchisees.
- Coordinate and proactively communicate as appropriate with the broader EMEA Owner and Partner Relations Organization, Legal, Commercial and LPO 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.
SCOPE
This position is a member of the regional team / market operations organization dedicated to building long-lasting, successful partnerships with owners and franchisees community based on trust and transparency. The role achieves this by proactive engagement and monitoring of performance of owners / franchisees hotels or portfolio of hotels and provide guidance in leveraging Marriott’s systems, tools, resources and Pay to Play services to boost performance (operations + commercial). Through proactive performance management and monitoring, the Director strengthens these partnerships and ensures the continued integrity of Marriott’s brands and contracts.
Location: Flexible EXPECTED CONTRIBUTIONS
Provide strategic leadership to his/her portfolio of Owner & Partner and their hotels:
Collaborates with the Regional VP to ensure that:
- Processes and systems are in place to provide effective support of a portfolio of Owner and Partners hotels
- Support resources are effectively deployed across his/her portfolio of Owner & Partners and their hotels
- Pay to play services are made available, and marketed to, Owner & Partner
- Regional financial and non-financial annual goals are met and exceeded
- Drive proactive engagement with Franchisee / FMC to review performance of their portfolio, escalate any challenges requiring FMC / Franchisee attention, support franchise owners in the effective use of Marriott’s commercial and operational systems, tools, and pay-to-play services to drive revenue and optimize performance, Facilitate access to commercial and operational resources and best practices, ensuring owners are empowered to achieve their business goals.
- Engage RVP / Regional teams / Disciplines on escalated issues as relevant
- Ensure effective account management of a portfolio of Owner & Partners focusing on: driving fees, ensuring brand compliance, holding owners and franchisees accountable to renovation cycle commitments, fielding initial contractual re-up conversations, and raising engagement.
- Support the RVP and be the primary point of contact for a selected portfolio of franchise owners & partners. Answer their questions and/or identify necessary resources to enable franchisees to leverage the Marriott system and achieve optimal results.
- Work with RVP to design and deliver forums that allow Owners & Partners (managed and franchise) to engage with the brands, continent leadership, commercial resources, operational resources to further benefit from their franchise arrangements with the company.
- Ensure that Owner & Partners are successfully account managed to drive owner / franchisee preference:
- Form deep partnerships and strong relationships with Owners and Partner
- ffer regular, two-way interaction points with Partners / owners to provide performance updates
- Act as brand / company advocate to Owners & Partners
- Ensures that Owners & Partners are successfully account managed to drive unit growth:
- Work closely with line manger to partner with Development to expand the portfolios of company branded units operated by portfolio of Owners & Partners
- Ensures that Owners & Partners are successfully account managed to drive fee growth:
- Provide guidance to Owners & 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
- 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 1st RVP and the VP OPR (for P&S deals COO informed, for Luxury deals, COO is the final approver)
- 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 LPO to ensure updates to the standards and renovation cycles are being adhered to
- Acts as an escalation point to Finance AR team for accounts receivables and payments
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.
- Travel: 50 %
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
REQUIRED:
- Over five years progressive experience in a Finance, Asset Management, Operational or a Commercial discipline is essential.
- Native of fluent Arabic language skills and French is a plus.
- 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
RIGHT TO WORK (UNITED KINGDOM)
At the time of application, applicants must have the legal right to work in the United Kingdom. Unfortunately, this role is not eligible for visa sponsorship or relocation assistance.
WHY JOIN MARRIOTT INTERNATIONAL?
Marriott International has been recognized as one of Fortune’s 100 Best Companies to Work For™ in Europe 2025 by Great Place to Work®.
This is a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.
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.
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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.
