Job Summary
Oversees the Sales & Marketing department and guides the team to achieve property sales objectives for achieving bookings and property revenues goals.
Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process and focuses on building long-term, value-based customer relationships that enable achievement of the resort’s’ sales objectives. Evaluates the property’s participation in the various sales channels (e.g., Area Sales, Group Sales within the Sales Office, electronic lead channels, etc.) and develops strong working relationships to proactively position and market the property. Manages the Sales & Marketing budget to enable development of property specific campaigns, promotions and collateral to drive revenue and meet property objectives. Develops and implements property–wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer profile and property employees and provides a return on investment to the owner and Marriott International.
Candidate Profile
Education and Experience
- Minimum two year degree from an accredited university in Business Administration, Marketing, Resort and Restaurant Management, or related major; four years’ experience in the sales and marketing or related professional area with a pattern of exceptional service.
OR
- Four year bachelor's degree in Business Administration, Marketing, Resort and Restaurant Management, or related major; two years’ experience in the sales and marketing or related professional area with a pattern of exceptional service.
Core Work Activities
1. Managing Sales Activities
a) Manages the development of a strategic account plan for the demand generators in the market.
b) Manages the property's reactive and proactive sales efforts.
c) Determines and develops marketing communication activities, in conjunction with Regional Marketing Communications.
d) Provides customer intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations.
e) Reviews the Strategic Alignment Review (STAR) report, competitive shopping reports and uses other resources to maintain an awareness of the resort’s market position.
f) Researches competitor’s sales team strategies to identify ways to grow occupancy and RevPAR and increase market share.
g) Attends sales strategy meetings to provide input on weekly and overall sales strategy.
h) Suggests innovative marketing ideas and develops deployment strategies to continue to grow market share.
i) Evaluates and supports participation and account deployment with Area Sales and Group Sales within the Sales Office.
j) Serves as the sales contact for the General Manager, property leadership team, Group Sales and Area Sales leaders.
k) Serves as the sales contact for customers; serves as the customer advocate.
l) Serves as resort authority on sales processes and sales contracts.
m) Serves as the property sales liaison with Area Sales, Group Sales, Revenue Management, Event Management, Regional Marketing Communications and other resort departments as appropriate.
n) Participates in sales calls with members of the Sales and Marketing team to acquire new business and/or close on business.
o) Identifies public relations opportunities and coordinates activities to augment the overall marketing communication strategy.
p) Supports the General Manager by coordinating crisis communications.
q) Executes and supports Marriott’s Customer Service Standards and resort’s Brand Standards.
r) Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
s) Participates in and practices daily service basics of the brand (e.g. Marriott Resorts and Resorts (MHR) Spirit to Serve Daily Basics, Renaissance Resorts and Resorts (RHR) Savvy Service Basics, Courtyard, SpringHill Suites, Fairfield Inn Basics of the Day, Residence Inn Daily Huddle, or TownePlace Suites Morning Meeting).
t) Implements a seamless turnover from sales to operations and back to sales whilst consistently delivering high level of service.
u) Monitors the effective resolution of guest issues that arise as a result of the sales process by creating mechanisms to channel issues to property leadership and/or other appropriate stakeholders.
v) Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International.
w) Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process and focuses on building long-term, value-based customer relationships that enable achievement of the resort’s’ sales objectives.
x) Interfaces with regional marketing communications for regional and national promotions pull through.
2. Building Successful Relationships
a) Develops strong partnerships with local organisations to further increase brand/product awareness.
b) Develops and manages internal key stakeholder relationships.
c) Develops strong community and public relations by maintaining property participation in local, regional and national tradeshows and client events.
d) Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction before and during their program/event.
e) Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, whilst building a relationship and loyalty to Marriott.
f) Gains understanding of the resort’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.
3. Leadership
a) Functions as the leader of the property’s Sales & Marketing department.
b) Develops sales goals and strategies and verifies alignment with the brand business strategy.
c) Executes the sales strategy in order to meet individual booking goals for both self and employees.
d) Coach’s leaders of revenue generating departments in developing effective revenue strategies and setting aggressive goals that will drive the property's financial performance.
e) Verifies Sales team understands and is leveraging Marriott International (MI) demand engines to full potential.
f) Works with Human Resources, Engineering and Loss Prevention to monitor compliance with local, state and federal regulations and/or union requirements.
g) Partners with Human Resources to attract, develop and retain the right people in order to support the strategic priorities of the market.
h) Creates effective structures, processes, jobs and performance management systems.
i) Sets goals and expectations for direct reports using the Leadership Performance Process (LPP), aligns performance and rewards, addresses performance issues and holds employees accountable for successful results.
j) Forecasts talent needs and manages talent acquisition strategy with Human Resources (HR) to minimise lost time due to turnover.
k) Maintains an active list of the competition’s best sales people and executes a recruitment and acquisition plan with Human Resources.
l) Supports tools and training resources to educate sales employees on winning event solutions.
m)Champions leadership development and workforce planning priorities by assessing, selecting, retaining and developing diverse, high-calibre talent that can lead the organisation today and strengthen the leadership bench for the future; continues to upgrade the sales & marketing talent; works with Human Resources to anticipate future talent needs based on business growth plans.
n) Identifies, trains and mentors group sales employees; utilises all available on the job training tools for employees.
o)Transfers functional knowledge and develops group sales skills of other discipline managers.
p) Provides day to day leadership to sales employees to achieve property sales objectives with overall responsibility for achieving booking goals and property revenues.
q) Evaluates the property’s participation in the various sales channels (e.g., Area Sales, Group Sales within the Sales Office, electronic lead channels, etc.) and develops strong working relationships to proactively position and market the property.
r) Manages the Sales & Marketing budget to enable development of property specific campaigns, promotions and collateral to drive revenue and meet property objectives.
Lateral Service
a) Support your fellow Ladies and Gentlemen by performing duties outside of your normal tasks and/or department as requested by your manager, fostering teamwork and empowerment.
Management Competencies
1.Leadership
a) Adaptability – Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment.
b) Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
c) Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
d) Professional Demeanour - Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
2. Managing Execution
a) Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals whilst fostering cohesion and collaboration among employees.
b) Driving for Results - Focuses and guides others in accomplishing work objectives.
c) Planning and Organising - Gathers information and resources required to set a plan of action for self and/or others; prioritises and arranges work requirements self and/or others to accomplish goals and ensure work is completed.
3. Building Relationships
a) Co-worker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
b) Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
c) Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilises differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
4. Generating Talent and Organisational Capability
a) Organisational Capability - Evaluates and adapts the structure of organisational units, jobs, and work processes to best fit the needs and/or support the goals of an organisational unit.
b) Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
5. Learning and Applying Professional Expertise
a) Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
b) Business Acumen - Understands and utilises business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges
c) Technical Acumen - Understands and utilises professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function specific work challenges.
➢ Devising Sales Strategies and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales strategies that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
➢ Sales Disposition - Energetic, proactive, takes calculated risks, and perseveres to attain goals.
➢ Sales Opportunity Analysis - Ability to understand and utilise economic, financial, industry, and organisational data; accurately diagnosing customer needs and issues that can inform sales strategies.
➢ Revenue Management - Knowledge of total resort revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
➢ Management of Financial Resources - Ability to analyse Profit and Loss (P&L) statements, develop operating budgets and revenue goals, forecasting, and capital expenditure planning; determining how money will be spent to get the work done, and accounting for these expenditures.
6. Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
➢ Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
➢ Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
➢ Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
➢ Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
➢ Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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.
