JOB SUMMARY
Functions as the leader of the property’s segmented sales effort (e.g., group, transient, association, corporate, etc.) and responsible for implementing the segment sales strategy and achieving segment revenue goals, property revenue goals and guest and employee satisfaction. Leads and manages all day- to- day activities related to the sales function with a focus on building long- term, value- based customer relationships that enable achievement of property sales objectives. Achieves personal booking goals and makes recommendations on booking goals of direct reports.
CORE WORK ACTIVITIES
Developing & Executing Sales Strategies
• Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS.
• Assists with the development and implementation of promotions, both internal and external.
• Works with sales leader to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
• Develops, implements and sustains aggressive solicitation program focused on increasing business.
Maximizing Revenue
• Recommends booking goals for sales team members.
• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).
Managing Sales Activities
• Monitors all day to day activities of direct reports.
• Approves space release for catering to maximize revenue (DOS, Group) in the absence of a Business Evaluation Manager.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
Analyzing & Reporting on Sales and Financial Data
• Assists Revenue Management with completing accurate six period projections.
• Reviews sales and catering guest satisfaction results to identify areas of improvement.
• Analyzes market information by using sales systems and implements strategy to achieve property’s financial room and catering goals.
Ensuring Exceptional Customer Service
• Meets with guests during pre- and post- convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
• Participates in and practices daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Ensures that a customer recognition program is in effect throughout Sales.
• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.
• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
• Interacts with guests to obtain feedback on product quality and service levels.
• Empowers employees to provide excellent customer service.
Building Successful Relationships
• Works collaboratively with off- property sales channels (e.g., , Market Sales, GSO) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Develops and manages relationships with key stakeholders, both internal and external.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.
• Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with GSO Managers and customers.
Managing and Conducting Human Resource Activities
• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Utilizes all available on the job training tools for employees.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh- so- familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward- thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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.
