POSITION SUMMARY

As the local, on property sales contact for customers, the Sales Manager is responsible for proactively soliciting and handling all revenue-related opportunities within the Corporate/Business Travel segment (group, catering, transient). Actively up sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Ensures business is turned over properly and in timely fashion for proper service delivery. Ensures compliance with Ritz-Carlton Operating Standards to maintain brand integrity.

RESPONSIBILITIES

BUSINESS RESULTS

Sales & Revenue Management

Builds the department top line revenue by adhering to sales strategy guidelines set forth by the Director of Sales & Director of Sales & Marketing. Identifies revenue opportunities for the hotel based on the event profile.
Meets and exceeds individual revenue goals. Effectively manages customer budgets to maximize revenue and meet customer needs, and identify opportunities to up-sell products and services throughout the sales process.
Exceeds company minimum standards with the ShopTalk sales process and acts as a mentor for others within this area.
Understands the overall market in which they sell - competitors’ strengths and weaknesses, economic trends, supply and demand, etc.
Builds and strengthens relationships with existing and new customers to include sales calls, entertainment, FAM trips, etc. Conducts customer site inspections
Excels at proactive selling. Targets key accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation. Proactively identifies, qualifies, and solicits new business to achieve personal and hotel revenue goals. Focuses on accounts with larger potential sales revenue.
Responds to incoming inquiries within their market segment.
Closes the best opportunities for the hotel based on market conditions and hotel needs.
Creates sales contracts as required.
Comprehends budgets as needed to assist in the financial management of department. Understands the impact of department's role in the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.

Guest Satisfaction

Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.
Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
Makes presence known to customer at all times during this process. Greets customer during the event phase and hands-off to the catering & conference services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.
Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
Sets a positive example for guest relations.
Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
Empowers ladies and gentleman to provide excellent customer service. Ensures ladies and gentleman understand expectations and parameters.
Reviews comment cards and guest satisfaction results with leaders. Participates in the development and implementation of corrective action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Utilizes OPERA Sales & Catering to capture and manage customer information on a daily basis.

Leadership

…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

Demonstrates commitment to The Ritz-Carlton operating principles and philosophies.
Holds self and others accountable for achieving results.
Addresses conflict in a timely manner.
Contributes to team results.
Deals with change effectively.
Makes decisions, including employees/team and commits to a course of action with available information.

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.

Treats people fairly, with dignity and respect.
Works to meet goals in a manner that does not disadvantage other employees or groups.
Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
Listens and responds to others.
Is interested in other’s views even if they counter own views.

Managing Work Execution

…proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.

Adheres to all standards, policies, and procedures (SOPs, etc.).
Effectively uses sales resources and administrative/support staff.
Approaches work with a sense of urgency and purpose.
Allocates time and resources effectively when faced with competing demands.
Overcomes obstacles to accomplish challenging objectives.
Follows through on inquiries, requests, and complaints.
Fulfills a minimum of 25 contacts per week in the form of calls to the client’s establishment, 15 contacts per week in the form of telemarketing/prospecting and 2 contacts in the form of on-site entertainment and site-inspections.

Generating Talent

…proactively identifies and develops talent within the organization.

Discusses problems immediately with others before they are forgotten or get out of control.
Actively pursues self development.
Explains own rationale and thought processes to help employees improve their skills.

Organizational Learner

…actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

Acts independently to improve and increase skills and knowledge.
Demonstrates an awareness of personal strengths and areas for professional improvement.
Shares learnings, innovations, and best practices with others.
Is willing to learn from others.
Performs all technical/procedural requirements of the job.

PROFILE

Experience

Must have (1+) years of progressive sales experience.
Previous experience in the hospitality industry preferred; experience selling luxury brands and experiential services preferred.

Education or Certification

High School/College degree preferred

Skills and Knowledge

Fluent in Arabic language, an advantage.
Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ratio.
Possesses software knowledge (Microsoft Office, etc).
Possesses systems knowledge (OPERA Sales & Catering).Must be able to “Knock on doors” to get the business
Knows how to conduct research on the Internet.
Weekly prospecting and soliciting goals
Uncovering new customers (Local and social)
Effective sales skills to up-sell products and services
Ability to manage guest room and meeting space inventories
Broad understanding of facility management (sanitation, maintenance, operations)
Strong customer development and relationship management skills
Knowledge of overall hotel operations as they affect department
Knowledge of Event Technology products and services
Knowledge of contract management and legalities
Strong communication skills (verbal, listening, writing)
Strong problem-solving skills
Strong customer and associate relation skills
Strong presentation and platform skills
Strong organization skills
Strong “Closing skills”
Strong “persuasion” skills
Effective decision making skills

#LI-NS1

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.

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