Manager - Destination Sales Multiproperty

• Works collaboratively with off-property sales channels (i.e. Sales Office, Area Sales, EST) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Pulls through business and achieves revenue goals for all opportunities booking through the Sales Office.
• Up-sells products and services, with the ability to bring the sale to closure.
• Engages in proactive selling of all of facilities (i.e. Spa, Golf, Restaurants) to all of leisure guests as well as group planners.
• Assists with selling, implementation and follow-through of group sales promotions.
• Assists with recommendations to Sales Office and Area Sales associates regarding the potential to reallocate function space as needed.
• Builds and strengthens relationships with existing and new customers to enable future bookings.
• Attends and facilitates pre-planning visits to ensure customer communication is consistent.
• Handles event planning aspects prior to the business turning over for business booked in advance (> 3 years out).
• Coordinates and plans all FAM trips and in-market customer events.
• Assists in providing accurate, complete and effective turnover to Event Management.
• Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
• Implements the brand's service strategy and applicable brand initiatives in all aspects of the sales process and drives customer loyalty by delivering service excellence throughout each customer experience
• Understands competitor’s strengths and weaknesses in order to differentiate Marriott from the competition during the site visit.
• Understands the overall market (i.e. competition, economic trends, seasonability, supply and demand, etc.) and implements appropriate sell.
• Provides expert knowledge on local destination (i.e. local attractions, events, etc.).
• Grows business of existing accounts by soliciting them for future open years while onsite.
• Tracks bookings and leads generated from site visits.

Site Visit Responsibilities

• Coordinates and executes all group site inspections/visits at the hotel for remote sales offices.
• Partners with account/selling manager to develop creative aspects of site visit.
• Gathers all important customer data from account/selling manager in order to plan appropriately (e.g. customers goals, specific needs, key account info, etc.).
• Greets site clients and escorts overnight guests to their rooms.
• Acts as Personal Concierge to client while on site to help coordinate any special requests.
• Assists with all transportation requests for sites and ensure client is met upon arrival.
• Prepares all sales and operational staff for upcoming site inspections.
• Attends other department stand up meetings to discuss upcoming sites.
• Sets quality standards for all site inspections.
• Responsible for developing group site standards and pricing guidelines in order to control Dept 47 expenses and allow for accurate projecting.

Providing Exceptional Customer Service

• Entertains customers by showing them the property and key locations surrounding the property.
• Provides after-hours entertaining for customers.
• Works with Marriott Guestware Program Manager to check for reward member status and any special needs of client.
• Coordinates and delivers amenities and welcome note to guest rooms.
• Ensures timely communication with all relevant remote sales offices.
• Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.
• Participates in and practices daily service basics of the brand (i.e. MHR Spirit to Serve Daily Basics, RHR Savvy Service Basics).
• 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 the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
• Executes and supports Marriott’s Customer Service Standards and hotel’s Brand Standards.
• Performs other duties, as assigned, to meet business needs.

MANAGEMENT COMPETENCIES

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.

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.