The Head of Account Management will lead the overall strategy and execution of Company's partner hotel success initiatives across the Philippines. This includes managing the Account Management team, strengthening property relationships, driving performance improvements, and ensuring alignment with company goals. The role requires strong leadership, data-driven decision-making, and a deep understanding of hospitality performance metrics and partner expectations.
Key Responsibilities
- Strategic Leadership
- Develop and execute national account management strategies that align with revenue, occupancy, and growth targets.
- Define team KPIs and reporting frameworks for tracking account health, partner satisfaction, and team efficiency.
- Collaborate with cross-functional teams (Demand, Revenue, Supply, Marketing, Ecommerce, Operations, and Finance) to deliver seamless property-level support and execution.
- Account Oversight & Partner Relations
- Build strong relationships with key property partners, ensuring retention, loyalty, and long-term collaboration.
- Resolve escalated partner issues swiftly and ensure high satisfaction across the portfolio.
- Oversee the implementation of rate adjustments and operational enhancements per property.
- Operational Efficiency
- Oversee execution of IDPs (Individual Development Plans), PIPs (Performance Improvement Plan), KPI Incentive Programs and other recurring processes.
- Ensure system usage (e.g. RedPartners, RedCaptain, MidOffice) is optimized and consistently applied across AM teams.
- Team Management & Development
- Lead, coach, and grow a team of Account Managers to deliver partner success, exceed KPIs, and maintain high engagement levels.
- Conduct performance reviews, set development goals, and ensure continuous training on tools, processes, and customer engagement.
- Analysis & Reporting
- Use data tools and dashboards to assess property performance (RN, Occ%, MIB, ADR) and take corrective actions.
- Identify "bleeding properties" and lead turnaround efforts for underperforming Accounts.
- Prepare monthly and quarterly reports for senior leadership, summarizing wins, challenges, and action plans.
