Director of Programming and Activations

Marriott International · Bal Harbour

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JOB SUMMARY

As a key leader within the property team, the Director of Programming & Activations creates and delivers unique, differentiated, and experience-driven programs that enhance guest satisfaction and drive revenue growth. This position is instrumental in bringing the property/s unique identity to life through innovative, immersive programming across all venues - including public spaces, pools, restaurants, bars and the spa.  The Director leads the development and execution of comprehensive guest programming spanning wellness, food & beverage, local culture, sustainability, relaxation, family and children’s activities, and adventure, all designed to enrich the guest experience and animating the property daily.

By collaborating with the operations, sales, and public relations teams, the Director of Programming & Activities amplifies efforts to increase awareness and drive bookings. Additionally, this position will champion community engagement, uphold the properties service strategy and standards, and foster long-term guest relationships through ongoing proactive outreach (Clientelling).  By working cross-functionally with all departments, the Director exhibits seamless service delivery and consistently elevated guest experience. Through ongoing analysis of guest feedback and performance metrics, including direct bookings, revenue, property and brand social reputation, PR impressions, and others, the Director demonstrates continuous improvement and innovation in service and programming goals.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

                                                                                                      OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES 

Leading Programming Activities

• Develops and implements comprehensive property programming and experiences that are innovative, high-quality, and appeal to a diverse clientele (e.g., adults, families, groups) while leveraging proven industry and entertainment concepts that create memorable and unique customer experiences. 
• Curates a range of experiences emphasizing local culture, wellness, adventure, relaxation, and environmental sustainability. 
• Plans and executes events and activations aligned with brand pillars throughout the year. This includes developing and coordinating all Resort Events (e.g., kids' and adult activities) and managing property-related group activities (e.g., team building). 
• Maintains a high level of interaction with guests fostering relationships and enhancing their overall experience. 
• Organizes and conducts regular activation/event calendar and planning meetings with property department leaders.
• Aligns programming strategy with Sales, Marketing, and Public Relations (PR) strategies to maximize revenue, brand awareness, and market penetration consistent with the brand business strategy. This includes supporting sales and marketing efforts by focusing on events, targeting "high-profile" guests and companies. 
• Identify high-profile guests (local and global) and partners, develop communications plans, and manage outreach and retention. 
• Guide in development of pre-opening planning, such as business positioning of the property, bar, night club and other outlets.
• Promote market position and recommend product and service needs and changes necessary to meet sales and marketing objectives consistent with brand goals. 
• Collaborates with Operations, F&B, Finance, Revenue teams, agencies, and other key partners to successfully achieve defined business goals
• Implements the brand’s service strategy and applicable brand initiatives in all aspects of the guest experience.
• Focuses on building long-term, value-based client relationships that enable achievement of sales objectives.

Manage Department and Associate Activities

• Reviews financial statements, sales, activity reports, and other performance data to identify trends in operations and entertainment activities.
• Measures productivity against goal achievement for various venues and to determine areas needing cost reduction and program and revenue improvement.
• Reviews and analyzes both associate and guest satisfaction results and develops a plan to remedy deficiencies and replicate or expand areas exhibiting successful operations.
• Utilizes budget to understand financial objectives balancing costs with associate / guests' satisfaction and quality.
• Validates departmental communications are effectively conveyed through various property information systems, logs, department meetings, and property meetings.
• Verifies goals are shared with the team as they relate to guest tracking and productivity.

Guest Relations

• Demonstrates excellent customer service by being readily available and approachable for all guests.
• Takes proactive approach when dealing with guest concerns.
• Extends professionalism and courtesy to guests and associates at all times.
• Leads by example demonstrating self-confidence, energy, and enthusiasm.
• Responds timely to customer service-related department requests.
• Motivates and encourages staff to anticipate and solve guest or associate related concerns.
• Facilitates for associates how to interpret guests’ ever-changing needs and expectations, and how they can meet or exceed them.

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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