Director, Membership Services- Global Hotel Alliance

Overview

Omni Hotels and Resorts creates genuine, authentic guest experiences at 60 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Job Description

The purpose of this position is to ensure the assigned member brands based in the US are maximizing the incremental revenues available through the range of services that the alliance offers. This includes the DISCOVERY loyalty program and associated marketing opportunities, TMC preferred agreements, corporate accounts and the G-Leads incentive driven, lead generating program. The role has a secondary objective in seeking potential partners to drive DISCOVERY enrolment independently from the brands in order to increase cross sell. Knowledge of future alliance direction, goals and the ability to produce value-based products are imperative to success. Success is measured through increased revenues achieved for the assigned GHA member brands, increased DISCOVERY enrolments and cross-brand revenues.

Responsibilities

Business Planning: GHA Membership Services

• Maintain brand contacts with elected brand delegates for the Marketing, Operations and Brand Champions Committees
• Assist assigned member brands to score above 80% in the Measurement Matrix, our compliance tool
• Support brands in achieving their annual DISCOVERY enrolment targets and post stay survey scores
• Participate in brand meetings, PR activities, resolving any disputed invoices
• Organize activities and resources in a manner that maximizes productivity and efficiency
• Develop and support the design of products and services which deliver unique customer value. Have the ability to proactively identify customer business requirements and craft customer offers, which leverage the full strength of all GHA Hotels business assets

Account Management; Membership Services

• Review quarterly production reports with assigned brands and develop action plans to improve
• Achieve or exceed revenue goals that support realization of broader company goals
• Retain and renew member brand agreements in your region

Leadership; GHA Membership Services

• Takes a leadership role in representing all GHA products; DISCOVERY, TMC partnerships, Ultra Travel Collection & GLEADS to assigned GHA member brands
• Seeks input and opinions from all relevant parties. Secures all facts prior to making decisions

Communication; GHA Corporate Travel & GHA Membership Services

• Develop effective presentations (orally and written) where ideas, opinions, recommendations and conclusions are understood
• Maintain communication with key accounts and key colleagues within GHA brands, General Sales Agents and Corporate Office
• Clearly articulate vision, goals, and expectations for GHA brands

Qualifications

• Ability to communicate challenges and concerns at all levels of the organization
• Ability to direct and lead activities through internal and external resources
• Strong interpersonal skills and the ability to work in a team oriented environment
• Business planning and budget management skills
• Ability to scan and assess the competitive arena as it relates to the customer loyalty segment to refine/improve customer value proposition
• Creative and strategic skills
• Ability to manage multiple priorities and reprioritize when necessary
• Financial analysis skills – has the ability to tie strategies and planned actions to results
• Strong statistical analysis and business case development
• Communication skills including group presentations (written and oral)
• Must be a team player within the territory and contribute positive energy to the team
• Be a self-starter with a positive attitude
• Hotel property management systems knowledge
• Relevant degree, in business management or other relevant business/hospitality fields, from an accredited academic institution
• Proficient in Word, Excel, PowerPoint
• Strong analytical skills
• Ability to multi-task

The company:

Whether it's a traditional Turkish breakfast on the Bosphorous, a meeting with a view of Sydney Harbour Bridge, or simply a city-chic room close to your office on New York's Madison Avenue, the Global Hotel Alliance (GHA) offers diverse local flavours, wherever your travels take you.

As the world's largest alliance of independent hotel brands, GHA brings together 35 brands with more than 550 hotels spread across 76 countries. This diverse portfolio of brands, offers customers a broad choice of individual hotels, that offer a different experience to those of the mega-chains. And in a world where customers are seeking to try out and share new experiences as they travel, GHA's DISCOVERY loyalty programme offers a genuine alternative to the lookalike programmes of the big hotel conglomerates. LEARN MORE about GHA's hotel brands and the DISCOVERY loyalty programme.

Founded in 2004 as a sales and distribution platform with only four hotel brands, GHA launched DISCOVERY, a shared loyalty progamme platform in 2010. Since then, DISCOVERY has grown to over 10 million members and generated over US$1.3 billion in total room revenue in 2016. DISCOVERY is an engaging, emotive programme that focuses on providing recognition, unique Local Experiences rewards, enhanced benefits and personalised service, instead of the points-based, free-nights programmes that proliferate among the major hotel companies.

With a fully-integrated central systems platform, using Oracle technology (Oracle is a shareholder in GHA), which is interfaced across all 35 member brands, GHA's DISCOVERY programme offers seamless customer recognition, CRM and active marketing, enabling independent brands to drive repeat stays within their own hotels, and incremental stays from other member brands' customers.

Headquarted in Dubai, with offices in Geneva, London, Hong Kong, Dallas, Omaha and New York, GHA is a joint-venture company, privately owned by three of its founders—Omni Hotels & Resorts, Kempinski Hotels and Oracle (formerly Micros).

With GHA's growth, the company is now looking to extend its Membership Services team regionally and is looking for a Membership Services Director for the US region.