POSITION SUMMARY
As the local sales/catering contact for customers, the Sales Manager is responsible for proactively soliciting and handling group/catering related opportunities for all participating hotels. Handles group/catering opportunities not handled by the Event BookingCenter. Actively upsells each business opportunity and appropriately places business into the right Marriott brand/property to maximize revenue. Achieves personal and team related revenue goals. Ensures business is turned over properly and in a timely manner for proper service delivery and in accordance with brand standards. Responsible to learn how to support Marriott’s Service and Relationship Strategy, driving customer loyalty by delivering service excellence throughout each customer experience. Provide service to our customers in order to grow share of the account on behalf of Marriott International, across the enterprise.
PREFERRED QUALIFICATIONS
Experience
- Varies by size and complexity of property
Skills and Knowledge
- Ability to understand and execute and support Marriott Customer Service Standards and Marriott Brand Standards
- Ability to work collaboratively with hotel service team in providing exceptional customer service
- Superior guest relations skills
- Excellent selling skills and understanding of sales processes; can effectively upsell products and services; can bring a sale to closure
- Possesses excellent telephone sales skills
- Strong customer development and relationship management skills
- Knowledge of property-specific business segments (e.g., group, catering, transient)
- Ability to develop and implement successful sales strategies for individual accounts
- Knowledge of operations and associated challenges for all brands
- Knowledge of all Marriott Lodging products, cultures and brand strategies
- Knowledge of contractual agreements and legal implications
- Knowledge of food trends, food and beverage composition and menu planning
- Knowledge of need time strategy as developed by Revenue Management
- Knowledge of revenue management functions and account profitability
- Effective decision making skills
- Ability to influence others
- Strong problem-solving skills
- Ability to develop and maintain relationships e.g., associates, customers, vendors
- Good negotiation skills
- Strong presentation and platform skills
- Strong customer and associate relation skills
- Strong communication skills (verbal, listening, writing)
- Strong organization skills
- Ability to use standard software applications and hotel systems (e.g., SFA, NGA, Delphi, etc.)
Education or Certification
- High School Diploma or equivalent required; Bachelor’s Degree preferred
- Hospitality Management Degree beneficial
- Sales and Marketing
- Negotiates services of hotel and executes Marriott’s Group Sales Agreement for each business opportunity.
- Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.
- Acts as customer liaison with hotel during customer event/program ensuring daily needs are met and overall customer satisfaction.
- Works collaboratively with off-property sales channels (e.g., Event Booking Center, Market Sales, Global Sales Organization) to ensure sales efforts are coordinated, complementary and not duplicative.
- Responds to incoming group/catering opportunities for the hotel that are outside parameters of the Event Booking Center. Handles all opportunities if hotel does not participate in an EBC.
- Proactively identifies, qualifies and solicits new group/catering business to achieve personal and hotel revenue goals.
- Closes the best opportunities for participating hotels based on market conditions and each property’s needs.
- Understands competitors’ strengths and weaknesses and knows how to sell against them.
- Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
- Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
- Effectively develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.
- Utilizes Marriott Global Source for resources and information (Training Energizers, segment websites, etc.).
- Leverages available eTools (eRooming Lists, eProposals, Passkey, etc.).
- Effectively manages and develops relationships with key internal and external stakeholders.
- Understands and executes Marriott International Group Sales Agreements as required.
- Effectively use sales resources and administrative/support staff.
- Conducts site inspections.
- Creates contracts as required.
- Customer Service
- Support Marriott’s Service and Relationship Strategy by planning and contracting the customer’s program/event, managing the success of the program/event and measuring our service effectiveness (through Event Satisfaction Survey).
- Executes and supports Marriott’s Customer Service Standards, hotel’s Brand Standards and the operational aspects of business booked.
- 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.
- 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 Marriott.
- Gains understanding of the hotel’s primary target customer and service expectations; serves customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
- Guest Satisfaction
- Sets a positive example for guest relations.
- Establishes clear expectations for customers and properties throughout the sales process.
- Effectively resolves guest issues that arise as a result of the sales process. Brings issues to the attention of property leadership team as appropriate.
- Transfers accurate, complete and timely information to operating departments at the properties.
- Participates in guest satisfaction review sessions to identify areas of improvement. Takes ownership of results and shares recommendations to address guest service issues.
- Performs other duties as assigned to meet business needs.
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.
At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.
