JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment.
Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
Manages the EBC activities and staff on a daily basis. Ensures business is turned over promptly andin a timely fashion to ensure a swift service delivery in accordance with brandstandards.
As Assistant Director,directs and works with associates to successfully achieve the JWMM Sales Officerevenue goals, booking pace goals, ensure guest and associate satisfaction andeffectively manage the operating budget.
SCOPE / BUSINESS CONTEXT / CANDIDATE PROFILE
Previous experience within sales team management or EBC drivenenvironment experience is essential
Multi property and extension experience within diary managementessential
Skills and Knowledge
Strong teammanagement background
Excellent selling skills and understanding of group salesprocesses for all brands; can bring a sale to closure
Possesses excellent telephone sales skills
Strong customer development and relationship managementskills
Knowledge of all Marriott Lodging products, cultures andbrand strategies
Knowledge of need time strategy as developed by RevenueManagement
Knowledge of contractual agreements and legalimplications
Knowledge of foodtrends, food and beverage composition and menu planning
Effective sales skills to upsell products and services
Ability to setrevenue goals
Ability to manage and balance group and local business
Knowledge of group business
Ability toimplement successful sales strategies for multiple properties
Knowledge ofoperations and associated challenges for all brands
Financialmanagement skills e.g., ability to analyze P&L statements, developoperating budgets, forecasting and capital expenditure planning
Strong problem-solving skills
Effective decision making skills
Strong communication skills (verbal, listening, writing)
Ability to influence others
Effective coaching and development skills
Strong organization skills
Ability to use standard software applications and hotelsystems including SFA, NGS, Delphi, PMS,MARSHA, etc.
Ability to execute against the strategy; drive results
Strong consensus building skills
Strong analytical skills
Good negotiation skills
Effective conflict management skills
Strong customer and associate relation skills
Ability to develop and maintain relationships e.g.,associates, customers, vendors
Basic legal knowledge related to hotel operations
Strong presentation and platform skills
Good training / facilitator skills
Ability toeffectively manage labor productivity
Knowledge of governmental regulations and safetystandards relating to all Health & Safety legislation
Education or Certification
High School Diploma or equivalent required; Bachelor’s Degree inHospitality Management preferred
Attach the Leadership Competencies template that corresponds tothe career band for the position.
Balanced Scorecard Results : Implements strategies and executes activities to drive financialresults, guest satisfaction, human capital index and market share.
Sales andMarketing Management : Focuses onbuilding each unit’s top line revenue by executing against the salesstrategy.
Deploys X Sales Office sales teamagainst key accounts including targeted segment sales, local and socialcatering, business travel sales and extended stay sales to achieve sales goals.
Guest Satisfaction : Ensures sales process meets or exceeds guest needs. Identifies and addresses guest satisfactionissues to improve results, create customer loyalty and increase market share.
Human Resources : Supports the hiring, development and retention of adiverse hourly and management workforce to generate revenue and provide salesexpertise to the properties.
Creates andsustains a work environment that focuses on fair and equitable treatment andassociate satisfaction to enable business success.
FinancialManagement : Manages the daily operation of the XSales Office to achieve or exceed budget expectations. Monitors wages and expenses and makes ongoingadjustments as needed to achieve goals.
The following are specific responsibilities and contributionscritical to the successful performance of the position :
Sales and Marketing
Provides sales functional expertise to participating hotels.
Maximizes revenue by upselling packages and creative food and beverage.
Sets direction to ensure that Sales Team achieves goals.
Understands and achieves team and individual goals.
Works collaboratively with property / cluster Revenue Management andEvent Management personnel to effectively manage the placement and execution ofsales opportunities.
Works with Director and / or other appropriate leaders to develop,implement and maintain Sales office standards.
Provides ongoing feedback and recommendations to improve effectivenessof overall Sales Office processes.
Reviews turnover to hotels for consistency andcompletion.
Reviews and monitors Sales Office call volume;sets schedule by operating hours and shift levels based on volume; recommendschanges in staffing as needed.
Displays leadership in guest hospitality, exemplifies customer serviceand creates a positive example for guest relations.
Ensures sales team establishes clear expectations for customers andproperties throughout the sales process.
Ensures transfer of accurate, complete and timely information tooperating departments at the properties.
Ensures effective resolution of guest issues that arise as a result ofthe sales process. Brings issues to theattention of Director, Sales Office as appropriate.
Participates in guest satisfaction reviewsessions with Sales Team to help identify areas of improvement. Shares recommendations to address guestservice issues with team.
Works with Director, Sales Offiice toincorporate guest satisfaction as a component of departmental meetings with afocus on continuous improvement.
Supports the customer recognition program in effect at the X SalesOffice.
Interviews and hires management and hourly associates with the appropriate skills to meetthe business needs of the properties.
Develops, implements and maintains a departmental orientation programfor associates to receive the appropriate new hire training to successfullyperform their job.
Uses all available on the job training tools for associates; implementsand manages training initiatives and conducts training when appropriate;
ensures self and direct report managers attend appropriate core trainingclasses.
Communicates performance expectations inaccordance with job descriptions for each position and monitors progress.
Conducts hourly associate performance appraisals according to StandardOperating Procedures.
Administers the performance appraisal process for direct reportmanagers. Develops business goals andcreates appropriate development plans.
Assists associates based on their individual strengths, developmentneeds, career aspirations and abilities.
Administers sales bonus and incentive programs.
Celebrates successes and publicly recognizes the contributions of teammembers (Golden Circle Award, customer letters etc.).
Establishes and maintains open, collaborative relationships withassociates and ensures associates do the same within the team.
Actively solicits feedback, utilizes an open door policy and reviewsassociate satisfaction results to identify and address associate problems andconcerns.
Ensures associates are treatedfairly and equitably. Constantly strivesto improve associate retention. Bringsissues to the attention of Human Resources as necessary.
Manages associate progressive disciplineprocedures for areas of responsibility. Ensures hotel policies are administered fairly and consistently.
Ensures disciplinary procedures anddocumentation are completed according to Standard and Local OperatingProcedures (SOPs and LSOPs) .
Ensures regular on-going communication ishappening in all areas of responsibility to create awareness of businessobjectives and communicate expectations, recognize performance and producedesired business results.
Celebrates successes and publicly recognizes the contributions of teammembers; ensures recognition is taking place across areas ofresponsibility.
Maintains an on-goingassociate recognition program.
Ensures participation in community serviceevents sponsored by Marriott International to build teamwork and enhancecommunity relationships (e.
g., Community Clean-up Day, visits to seniorcitizens homes, homeless shelters).
Participates in the development of annual sharedservice operating budget.
Manages the shared service operating budgetincluding controllable expenses to achieve or exceed budgeted goals.
Makes recommendations on staffing levels basedon projected turnover, seasons, changes in market conditions and callvolume.
Oversees labor scheduling andcorresponding expenses for wages, bonuses and benefits.
Prepares weekly and period end P&Lcritiques.
Understands the operation’s impact on the overall financial goals ofparticipating properties and educates staff on details as appropriate
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. See description