Provides total account management support for assigned property accounts
Executes the overall account strategy for assigned accounts to generate and maximize business for the property Applies the principles of strategic account management Partners with Sales and Marketing leadership, and the property Leadership team, to develop a comprehensive strategic plan to grow market share from assigned accounts As an Account Manager, develops strong partnerships with buyers for the purpose of penetrating and growing market share and driving sales for hotel Focuses specifically on growing market share from transient and group revenue Dependent on the size of the property, the position may also provide day-to-day supervision of Account Sales associates
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional area
OR
2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required
CORE WORK ACTIVITIES
Maximizing Revenue & Managing Profitability
Develops and implements the overall account strategy for assigned accounts
Retains, expands and grows account revenue of existing accounts through total account penetration, margin management, and implementation of sales and marketing initiatives
Penetrates assigned accounts for group and transient, as well as exploring opportunities for extended stay and catering sales business
Identifies and aggressively solicits new accounts in coordination with any relevant Sales and Marketing colleagues and Above Property Sales
Develops and implements strategic sales plans
Builds and strengthens Accounts with existing and new customers, industry organizations and brand network to enable future bookings
Activities include sales calls, entertainment, FAM trips, trade shows, etc
Understands the overall market dynamics - competitors strengths and weaknesses, economic trends, supply and demand etc and how to sell to assigned accounts
Identifies emerging business opportunities and risks within assigned accounts and provide feedback to key stakeholders (ie property Leadership)
Identifies and implements process improvements and best practices
Promotes accountability to drive superior business results
Achieves account revenue and sales goals as defined by Leadership
Develop and achieve operating budgets and manage controllable expenses
Anticipates and identifies business opportunities and challenges and respond with a profitable strategy that aligns with overall business direction
Increases local penetration of high potential accounts to optimize demand across all brands and satisfy important property needs
Engages in property related events that support the development of existing and new accounts (eg, GM Reception, Concierge Level hospitality, etc)
Managing Sales Activities
Executes sales strategy to achieve property goals
Maintains current business Accounts for new business within accounts
Executes designated sales strategies to develop and solicit specific accounts to achieve revenue goals
Includes successful execution of Sales strategies and business processes
Executes and supports the operational aspects of business booked (eg, generating proposal, writing contract, customer correspondence)
Establishes and maintains accurate and up-to-date customer, account and opportunity data each account in Opera Sales and Catering to ensure accurate reporting
Executes and supports Customer Service Standards and hotel s Brand Standards
Participates in and practice daily service basics of the brand (ie, MHR Spirit to Serve Daily Basics, RHR Savvy Service Basics, Courtyard Basics of the Day)
Leverages methodologies, technical and business knowledge across the market
Building Successful Relationships
Collaborates and engages third parties that are sourced through the organization for their individual travel or group planning needs
Serves as the account s local service guarantee by ensuring that outstanding service delivery is maintained at every customer touch point, issues are resolved timely and to the customers 100% satisfaction
Leverages Above Property Sales and property Leadership to ensure account saturation
,
pull-through of account strategies and selling solutions at the local property level Develops a close working Account with Operations to ensure execution of strategies at the hotel level
Leverages all available sales channels, (eg, marriott
com, group and transient intermediaries, field sales, worldwide reservation offices, etc), in an effort to optimize sales revenues
Providing Exceptional Customer Service
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 solutions both prior to, and during the program/event
Acts as the customer s advocate through understanding account needs and opportunities
Resolves guest issues that arise in the sales process
Brings issues to the attention of property leadership
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event
Serves the customer by understanding their needs and recommending the features and services that best meet their needs and exceed their expectations, while building a Account and loyalty to the business
Additional Responsibilities
Conducts and coordinates site inspections for hotels, as required
Performs other duties, as assigned, to meet business needs
