Director of Sales - The Gritti Palace
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Job Number 19000PU6
Job Category Sales and Marketing
Location The Gritti Palace, a Luxury Collection Hotel, Venice, Campo Santa Maria del Giglio, Venice, Venezia, Italy VIEW ON MAP
Brand The Luxury Collection
Position Type Management
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Reporting to the General Manager
Position Critical Tasks
- Responsible to achieve hotel’s expected revenue results
- Aligns with the Market Director of Sales and Market Director of Marketing activities based on need periods, booking patterns, feeder markets, target customers.
- 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.
Serves as the sales contact for the General Manager, property leadership team, Market Director of Sales and the Area Director of Sales & Distribution
Serves as hotel authority on sales processes and sales contracts.
Serves as the property sales liaison with Market Cluster Sales, Group Sales, Revenue Management, Event Management and other hotel departments as appropriate.
In agreement with the Market Director of Sales, participates in selected sales calls/tradeshows with members of the Market Sales team to acquire new business and/or close on business.
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.
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.
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
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.
Develops strategies and verifies alignment with the Market Cluster Director
Executes the sales strategy in order to meet hotel goals
Maintains an active list of the competition’s best sales people and supports a recruitment and acquisition plan with HR.
Evaluates the property’s participation in the various sales channels) and develops strong working relationships to proactively position and market the property.
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.
Competencies - Fundamental competencies required for accomplishing basic work activities.
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.
Fluent in English and Italian
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 Luxury Brand 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