Group Desk Manager, German National Sales Team
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Job Number 19000F4Y
Job Category Sales and Marketing
Location Europe Office - Eschborn, Marriott Hotel Holding GmbH, Eschborn-Frankfurt, Hessen, Germany VIEW ON MAP
Position Type Management
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The German National Sales Team Group Desk Manager will report to the Director of German National Sales Team.
The German National Sales Team Group Desk Manager provides dedicated administrative support to the Director of German National Sales Team and the German National Sales Team Account Managers and proactively looks after a designated pool of accounts to meet and exceed the expectations of both the internal and external customers, ensuring customer inquiries are handled in the fastest and most efficient manner and that these are kept up to date on Marriott’s activities.
The German National Sales Team (GNST) is funded by hotels in Germany & Austria and represents the extended sales force of the hotels. The focus is on group accounts which have requirements in at least 3 different German and Austrian cities/Clusters and a minimum spend of EUR 50 K yearly or 500 room nights threshold. The group focus of these clients is Germany and Austria.
BT account requirement: potential for at least 3 different German and Austrian cities/Clusters and a minimum spend of EUR 250 K yearly or 5000 room nights threshold. The focus of these clients is Germany and Austria.
Each hotel will have an expectation of account production and an effective stakeholder communication is expected
Clients will be assisted with their worldwide group inquiries
The German National Sales Team Group Desk Manager provides support to the GNST manages all Group Desk Coordinators, Executives and Trainees.
Location requirements: The German National Sales Team Group Desk Manager is to be located at the Eschborn office.
Language Requirements: Fluent in German and English (speaking, reading and writing)
Travel Requirements: There is occasional (10 %) business travel required.
Processes all group inquiries to the hotels and ensure alternatives are offered in order to close business (primary for all funding hotels in Germany and Austria but also for other Marriott hotels worldwide)
Handles all requests for information from clients according to the company guidelines
Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand and knows how to sell against them
Closes the best opportunities for each property based on market conditions and individual property needs
Provides administrative support to the GNST Account Managers and the Director of GNST
Manages and is fully responsible for the GNST Group Desk Team
Is responsible for the Group Desk duties and in charge reporting challenges to the Director of GNST
Ensures correct processes and procedures as per GNST LSOP within the GNST Group Desk in collaboration with the Director of GNST
Acts as ‘online support’ between GNST and hotels to ensure all parties are fully informed
Facilitates communication between GNST group desk team and other stakeholders
Ensures GNST is effectively handling customer care issues as necessary; refer them to the appropriate owner.
Is fully conversant with the technical equipment provided and to follow all procedures. This includes– but is not limited to – SFA
Prepares and analyzes reports and statistics
Assists in the coordination of and participates in regional special events when appropriate
Accompanies the Director of German National Sales Team and the Account Manager to customer appointments as appropriate and conducts own appointments with clients
Builds and strengthens relationship with existing and new customers, industry organizations and Marriott network to enable future bookings. Activities may also include entertainment, FAM trips etc.
Develops and implements an effective sales plan for designated accounts.
Identifies, qualifies and solicits new contacts within accounts with a focus on increasing business.
Supervision of the GNST Coordinators, Executives and Trainees
Regular rap sessions and half year/full year’s performance reviews
Coaching and counseling of the group desk team
Manages group or interpersonal conflicts effectively
Assists with new hire orientation and appropriate new hire training to ensure associates can successfully perform their job
Handles the collection and reporting process of the Group Booking Fee in cooperation with the Accounting Department, the Director of German National Sales Team and the Account Managers
Is responsible for the GNST Month end/reporting
Supports primarily the GNST in its duties to the funding hotels
Develops and maintains good relationships to both internal and external customers by providing a friendly and efficient service, meeting and exceeding the expectations of the GNST clients
Participates in GNST meetings and calls
Is knowledgeable of the hotels in the region, their facilities and competition (with a focus on funding hotels in Germany and Austria)
Is fully conversant with all Marriott brands and products
Takes ownership of Marriott’s Sales Organization’s Mission, Marriott’s Loyalty Basics and the Marriott’s Sales Basics
Keeps up to date with all legislation changes and trends within the Agency and Corporate market
Performs other duties as assigned to meet business needs as well as to ensure teamwork
CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE DESIRED
At least 2-3 years experience in Sales within a hospitality environment on property.
PREFERRED SKILLS AND KNOWLEDGE:
Excellent solicitation and selling skills and understanding of sales processes; can bring a sale to closure
Strong customer development and relationship management skills
Knowledge of group and transient business
Knowledge of contractual agreements and legal implications
Ability to develop and implement successful sales strategies and strategic sales plans for individual accounts
Ability to set accurate account and revenue goals
Ability to interpret market data and apply to sales strategy
Ability to evaluate business trends and modify business strategies accordingly
Ability to execute against the strategy; drive results
Knowledge of overall hotel operations and associated challenges
Understands revenue management functions and account profitability
Good negotiation skills
Effective decision making skills
Strong organization skills
Strong problem-solving skills
Effective conflict management skills
Effective change management skills
Ability to influence others
Ability to develop and maintain relationships e.g., associates, customers, vendors
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. Strong presentation and platform skills
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
Knowledge / appreciation of Marriott, brand culture, philosophies and initiatives
Knowledge of Marriott lodging products, cultures and brand strategies
Understanding and achievement of team and individual goals
Fluent in German and English written and spoken
Proficiency in computer skills (especially MS Office)
Education and Professional Certification:
Hotel apprenticeship or tertiary qualification in hospitality management, business management or a related field required
Two years in the hospitality industry and group sales / reservation process desirable