Sales Specialist (Bench) MSB West

JOB SUMMARY

Provides temporary sales support for the sales organization. Serves a utility function to account for staffing changes resulting from turnover, leaves of absence, or call volume/demand changes. May require travel as needed per assignment. Supports above property (Account Sales Senior Account Executive, Account Executive, Multi-Hotel Sales Senior Sales Managers) and on property (Senior Sales Executive/Manager, Senior Catering Sales Executive/Manager, Destination Sales Executive) roles based on need. The incumbent is responsible for implementing brand service strategy and applicable brand initiatives in all aspects of the sales process and drives customer loyalty by delivering service excellence throughout each customer experience.

While supporting Above Property Roles, provides temporary sales support by applying principles of strategic account management and develops strong partnerships with buyers for the purpose of penetrating and growing market share and driving sales for properties or Multi-Hotel Sales large group sellers.

While supporting full-service or luxury hotels on-property, provides temporary sales support by contracting and closing business across all segments, identifies and develops strong relationships (group customers), conducts site inspections, verifies turnovers are completed in a timely fashion and actively up-selling each business opportunity to maximize revenue opportunity.

CANDIDATE PROFILE

Education and Experience

Required:

• 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.

Preferred:

• 2 years’ experience selling group business, either at a property or in a sales office.

• Knowledge of property operations, Food and Beverage (F&B).

• Knowledge of the group sales process for all brands and how to close a sale.

• Team-based selling experience.

• Hospitality Management Degree.

CORE WORK ACTIVITIES

Managing Sales Activities - Bench

• Serves as bench function to account for staffing changes resulting from turnover, leaves of absence, or extended vacation leave for above noted positions.

• Provides temporary sales support to the Area Sales or Multi-Hotel Sales organization and performs all duties of the Sales Executive for Area Sales or Sales Manager (phone, eLead or centralized team) for Multi-Hotel Sales, or Sales Executive/Manager, Catering Sales Executive/Manager (Property Sales) due to absence, vacancy, or lead volume changes.

Understanding Market Opportunities & Driving Revenue

• Understands the overall market (e.g., competitors’ strengths and weaknesses, economic trends, supply and demand etc.) and knows how to sell against them.

• Closes opportunities for each property based on market conditions and individual property needs.

• Responds to and manages incoming opportunities (group/catering) in a timely manner to incoming leads and opportunities.

• Refers opportunities to appropriate sales associate if business is outside defined parameters.

• Presents market hotel benefits and features based on customer needs.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

• Achieves revenue goals by responding to incoming group/catering opportunities that are within the pre-defined parameters.

• Transfers accurate, complete, and timely information to property in accordance with brand standards.

• Up-sells each business opportunity to maximize revenue for individual properties.

• Leverages methodologies, technical and business knowledge across the market.

• Implements process improvements and best practices.

• Identifies, qualifies, and solicits new business (group or catering) and Re-solicits non-managed realized opportunities to achieve property revenue goals.

• Creates and maintains complete and up-to-date lead information on each account in SFAWeb|CI/TY to verify accurate reporting.

• Processes all leads and responds to customer inquiries in a timely manner.

• Understands and utilizes company marketing initiative/incentives to convert cold leads to warm leads.

Building Successful Relationships

• Creates clear expectations for customers and properties throughout the sales process.

• Works collaboratively with Revenue Management to analyze business needs, makes recommendations and establishes guidelines when appropriate to extend (Business Travel) BT rates.

• Works collaboratively with other sales channels (e.g., Area Sales, Account Sales, Multi-Hotel sales, on-property resources) to establish coordinated sales efforts that are complementary and not duplicative.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, with the intent to build a relationship and loyalty to Marriott.

• Drives customer loyalty through excellent customer service throughout the sales process.

• Serves the customer by understanding their needs and recommending appropriate features and services that best meet their needs.

• Builds and strengthens relationships with existing and new customers to enable future bookings.

• Builds and maintains strong working relationships with key internal and external stakeholders.

• Resolves guest issues that arise as a result of the sales process.

• Brings issues to the attention of property and above property leadership as appropriate.

• Builds and maintains rapport with customers throughout the sales process.

• Handles customer inquiries and lead requests for groups within predefined parameter; and refers customer care issues to the appropriate owner.

• Solves problems and/or suggest alternatives to previous arrangements.

• Emphasizes guest satisfaction and focuses on continuous improvement.

Additional Responsibilities

• Understands and utilizes company marketing initiative/incentives to close on business.

• Achieves revenue goals as defined by leadership.

• Conducts walk-throughs, site inspections and Familiarization Tours (FAM) tours, as required.

• Represents sales department at staff meetings and stand up meetings and reports out on sales activity.

• Processes all leads and responds to customer inquiries in a timely manner.

• Leverages above property tools and resources to achieve revenue goals (e.g., Sales & Marketing Planning & Support, Area Sales, Multi-Hotel Sales or Account Sales Leadership).

• Completes other reasonable duties as requested by leadership.

The pay range for this position is $26.43 to $47.58 per hour. In addition, the position is eligible for a quarterly bonus.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

The application deadline for this position is 14 days after the date of this posting, August 5, 2024.