Overview

Job ID: 25096683 | W Hotels
View on Map: W Dubai – The Palm

 

POSITION SUMMARY

Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates). Promote awareness of brand image internally and externally. Process requests for redeeming Marriott Rewards points. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Enter Marriott Rewards information into appropriate software when taking guest reservations. Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).

 

Assist management in training and motivating employees; serve as a role model. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Managing Sales Activities

  • Handles customer enquiries and lead requests and shares proposal in a timely manner.
  • Works collaboratively with other sales colleagues within the department and with other sales channels such as Marriott GSO and NSO.
  • Achieves group and catering revenue goals by responding to incoming opportunities for the property.
  • Understands the overall market (e.g. competitors’ strengths and weaknesses, economic trends, supply and demand etc.) and knows how to sell against them.
  • Closes the best opportunities for the property based on market conditions and property needs.
  • Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
  • Partners with Account Managers to identify new group/catering business and achieve personal and property revenue goals.
  • Assists with selling, implementation and follow-through of group sales promotions.  
  • Conducts site inspections, as required.
  • Implement process improvements and best practices.
  • Maintains accurate and up-to-date customer, account and opportunity data in applicable systems.  
  • Performs other duties, as assigned, to meet business needs.

 

Building Successful Relationships

  • Drives customer loyalty through excellent customer service throughout the sales process.
  • Serves the customer by understanding their needs and recommending 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.
  • Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.
  • 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 property’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.
  • Drives customer loyalty by delivering service excellence throughout each customer experience. 
  • Develops a close working relationship with operations to execute strategies at the property level.

 

 

COMPETENCIES

Leadership
  • Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
  • Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Problem Solving and Decision Making – Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • 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.
Managing Execution
  • Building and Contributing to Teams – Actively participates as a member of a team to move the team toward the completion of goals.
  • Driving for Results – Sets high standards of performance for self-and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self-and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing – Gathers information and resources required to set a plan of action for self-and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
  • Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
  • 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 own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management – Provides support 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 to manage everyday operations.
  • Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
  • 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.
  • 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.
  • Revenue Management – Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
  • 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.

 

 

PREFERRED QUALIFICATIONS 

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None 

 

 

 

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

 

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About Marriott International

Marriott International, Inc. (NASDAQ: MAR) is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 7,000 properties under 30 leading brands spanning 131 countries and territories. Marriott operates and franchises hotels and licenses vacation ownership resorts all around the world. The company now offers one travel program, Marriott Bonvoy™, replacing Marriott Rewards®, The Ritz-Carlton Rewards®, and Starwood Preferred Guest®(SPG). For more information, please visit our website at www.marriott.com, and for the latest company news, visit news.marriott.com. In addition, connect with us on Facebook, Twitter and Instagram.