The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.
Position Critical Tasks
Managing Sales Activities
Manages the development of a strategic account plan for the demand generators in the market.
Manages the property's reactive and proactive sales efforts.
Determines and develops marketing communication activities, in conjunction with Regional Marketing Communications.
Provides customer intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations.
Reviews the Strategic Alignment Review (STAR) report, competitive shopping reports and uses other resources to maintain an awareness of the hotel’s market position.
Researches competitor’s sales team strategies to identify ways to grow occupancy and RevPAR and increase market share.
Attends sales strategy meetings to provide input on weekly and overall sales strategy.
Suggests innovative marketing ideas and develops deployment strategies to continue to grow market share.
Evaluates and supports participation and account deployment with Area Sales and Group Sales within the Sales Office.
Serves as the sales contact for the General Manager, property leadership team, Group Sales and Area Sales leaders.
Serves as the sales contact for customers; serves as the customer advocate.
Serves as hotel authority on sales processes and sales contracts.
Serves as the property sales liaison with Area Sales, Group Sales, Revenue Management, Event Management, Area Director of Sales & Distribution and Area Director of Marketing, Digital and Communication Hubs and other hotel departments as appropriate.
Participates in sales calls with members of the Sales and Marketing team to acquire new business and/or close on business.
In regards to Marketing and Communications, The DOSM will successfully strengthen the market position of Excelsior Hotel Gallia, infusing hotel key differentiators, and implement market specific strategies in the areas of:
1. Event marketing / programming / client events
2. Brand activation
3. Partnership marketing and Advertising
4. Promotion & activation of the Food & Beverage (F&B) outlets
5. Supporting Public relations activities
6. Online marketing & social media
7. Sales support
8. Loyalty programs
Attract local scenes and establish global awareness of the hotel and brand from partners, press and guest.
Together with the Regional Director of Communications, liaise with Public Relations Agencies to ensure effective communication is maintained in line with marketing strategy.
Be ahead in social media activity, initiatives and exposure.
Continuously look out for PR activities and PR opportunities to gain significant exposure.
In partnership with the Area Director of Marketing and Regional Marketing Manager develop the annual Marketing Plan and take responsibility for the delivery process for the hotel and follow-up on the required budgetary guidelines.
Deliver specific hotel marketing projects such as direct marketing, production of sales collateral and advertising campaigns.
Ensure full compliance with all Marriott International Marketing standards & programs.
Create conceptual strategies through key partnership and brand initiatives (i.e. packages, F&B promotion, SPA).
Coordinate the implementation of all Luxury Collection brand packages and practices including special events and promotional opportunities at property level.
Maintain marketing and events calendars for the hotel.
Act as marketing channel for information regarding the property’s specific need periods and coordinate information regarding the property’s seasonality and opportunities.
Assist with all public relations and promotional activities that support the needs of the hotel. This could include photo shoots, broadcasts, celebrity interviews and other specific events that require personal attention. Also forge local partnerships and review opportunities for local level promotions and sponsorships to gain recognition and beneficial status within the community.
The DOSM will be an experienced marketer who can lead both online and offline marketing initiatives with an innovative approach, driving revenues across all market segments.
Supports the General Manager by coordinating crisis communications.
Executes and supports Marriott’s Customer Service Standards and hotel’s Brand Standards.
Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
Participates in and practices daily service basics of the brand (e.g., Marriott Hotels and Resorts (MHR) Spirit to Serve Daily Basics.
Implements a seamless turnover from sales to operations and back to sales while consistently delivering high level of service.
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.
Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International.
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 hotel’s’ sales objectives.
Interfaces with regional marketing communications for regional and national promotions pull through.
Performs other duties, as assigned, to meet business needs.
Building Successful Relationships
Develops strong partnerships with local organizations to further increase brand/product awareness.
Develops and manages internal key stakeholder relationships.
Develops strong community and public relations by maintaining property participation in local, regional and national tradeshows and client events.
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring 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.
Functions as the leader of the property’s sales department for properties with bookings over 300 peak rooms and significant local catering revenue.
Develops sales goals and strategies and verifies alignment with the brand business strategy.
Executes the sales strategy in order to meet individual booking goals for both self and staff.
Coaches leaders of revenue generating departments in developing effective revenue strategies and setting aggressive goals that will drive the property's financial performance.
Verifies Sales team understands and is leveraging Marriott International (MI) demand engines to full potential.
Works with Human Resources, Engineering and Loss Prevention to monitor compliance with local, state and federal regulations and/or union requirements.
Partners with Human Resources to attract, develop and retain the right people in order to support the strategic priorities of the market.
Creates effective structures, processes, jobs and performance management systems are in place.
Sets goals and expectations for direct reports using the Leadership Performance Process (LPP), aligns performance and rewards, addresses performance issues and holds staff accountable for successful results.
Forecasts talent needs and manages talent acquisition strategy with Human Resources (HR) to minimize lost time due to turnover.
Maintains an active list of the competition’s best sales people and executes a recruitment and acquisition plan with HR.
Supports tools and training resources to educate sales associates on winning catering solutions.
Champions leadership development and workforce planning priorities by assessing, selecting, retaining and developing diverse, high-caliber talent that can lead the organization today and strengthen the leadership bench for the future; continues to upgrade the sales & marketing talent; works with HR to anticipate future talent needs based on business growth plans.
Identifies, trains and mentors group sales associates; utilizes all available on the job training tools for associates.
Transfers functional knowledge and develops group sales skills of other discipline managers.
Provides day to day leadership to sales associates to achieve property sales objectives with overall responsibility for achieving booking goals and property revenues.
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 marketing budget to enable development of property specific campaigns, promotions and collateral to drive revenue and meet property objectives.
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.
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.
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.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Focuses and guides others in accomplishing work objectives.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.
Coworker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes 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.
Technical Acumen - Understands and utilizes 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 utilize economic, financial, industry, and organizational data; accurately diagnosing customer needs and issues that can inform sales strategies.
Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
Management of Financial Resources-Ability to analyze 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.
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.
Luxury Collection Performance Behaviors
Provides excellent service, builds trust, anticipates and meets the needs of internal or external customers. Takes ownership of customer issues or problems and takes action to bring to quick resolution.
Uses confident verbal and body language (smiles, stands up straight, makes eye contact, firm hand shake) with a graceful and sophisticated delivery, always using guest/internal customer name
Displays pride in professional image and behavior; understands how proper grooming, etiquette, hygiene impact the luxury guest experience; Complies with dress/uniform and brand grooming standards
Exceeds expectations in the resolution of guests’/internal customers’ issues
Demonstrates pride in knowledge of locale; looks for opportunities to share uniqueness of our destination
Demonstrates a commitment to protect the privacy, safety, and security of guests, each other, and the hotel
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.