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Hotel Account Manager

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Dubai, Dubai, United Arab Emirates Marriott International, Inc Full time
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 manner, 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.

Key Responsibilities
  • Delivers against all aspects of the Digital Marketing program and associated services to assigned hotels. This includes:
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.
Program Deliverables
  • 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.
Results Analysis and Reporting
  • 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.
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.
Supporting Operations
  • Works with Specialists 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.
  • Solicits feedback from properties to ensure program tactics meet their needs and demands.

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.