Job Description

Roles & Responsibilities

Maximizing Revenue & Managing Profitability

• Develops and implements the overall account strategy for assigned accounts.
• Retains, expands and grows account revenue of existing accounts through total account penetration, margin management, and implementation of sales and marketing initiatives.
• Penetrates assigned accounts for transient and group, as well as exploring opportunities for extended stay and catering sales business.
• Identifies and solicits new accounts in coordination with any relevant Sales and Marketing colleagues and Above Property Sales.
• Develops and implements strategic sales plans.
• Builds and strengthens Accounts with existing and new customers, industry organizations and brand network to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
• Understands the overall market dynamics - competitors strengths and weaknesses, economic trends, supply and demand etc. and how to sell to assigned accounts.
• Identifies emerging business opportunities and risks within assigned accounts and provide feedback to key stakeholders (i.e. property Leadership).
• Identifies and implements process improvements and best practices.
• Promotes accountability to drive superior business results.
• Achieves account revenue and sales goals as defined by Leadership. Develop and achieve operating budgets and manage controllable expenses.
• Anticipates and identifies business opportunities and challenges and respond with a profitable strategy that aligns with overall business direction.
• Increases local penetration of high potential accounts to optimize demand across all brands and satisfy important property needs.
• Engages in property related events that support the development of existing and new accounts (e.g., GM Reception, Concierge Level hospitality, etc).

Managing Sales Activities

• Executes sales strategy to achieve property goals.
• Maintains current business Accounts for new business within accounts.
• Executes designated sales strategies to develop and solicit specific accounts to achieve revenue goals.
• Includes successful execution of Sales strategies and business processes.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Establishes and maintains accurate and up-to-date customer, account and opportunity data each account in Opera Sales and Catering to ensure accurate reporting.
• Executes and supports Customer Service Standards and hotel s Brand Standards.
• Participates in and practice daily service basics of the brand (i.e., MHR Spirit to Serve Daily Basics, RHR Savvy Service Basics, Courtyard Basics of the Day).
• Leverages methodologies, technical and business knowledge across the market.

Building Successful Relationships

• Collaborates and engages third parties that are sourced through the organization for their individual travel or group planning needs.
• Serves as the account s local service guarantee by ensuring that outstanding service delivery is maintained at every customer touch point, issues are resolved timely and to the customers 100% satisfaction.
• Leverages Above Property Sales and property Leadership to ensure account saturation, pull-through of account strategies and selling solutions at the local property level.
• Develops a close working Account with Operations to ensure execution of strategies at the hotel level.
• Leverages all available sales channels, (e.g., marriott.com, group and transient intermediaries, field sales, worldwide reservation offices, etc), in an effort to optimize sales revenues.

Providing Exceptional Customer Service

• Gains understanding of the hotel s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solutions both prior to, and during the program/event.
• Acts as the customer s advocate through understanding account needs and opportunities.
• Resolves guest issues that arise in the sales process. Brings issues to the attention of property leadership.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the features and services that best meet their needs and exceed their expectations, while building a Account and loyalty to the business.

Additional Responsibilities

• Conducts and coordinates site inspections for hotels, as required.
• Performs other duties, as assigned, to meet business needs.

Desired Candidate Profile