Assistant Manager - Membership Sales

Edition Hotels Miami Beach , FL 33109

Posted 2 months ago

JOB SUMMARY

Responsible for soliciting and managing of service and sales related opportunities. Manages and provides training (e.g., events, workshops, seminars) and work assignments to staff.

Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related goals. Recognizes service and sales opportunities and areas of development and improvement.

Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides exceptional service in order to grow share of the account on behalf of the company.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; no work experience required.
OR
2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Managing Sales Activities

Pulls through business and achieves revenue goals for all opportunities booking through the Sales Office

Partners with Area Sales to identify new business and achieve personal and property revenue goals.

Partners with the Sales Office to book group events within the group booking parameters.

Up-sells products and services, with the ability to bring the sale to closure

Engages in proactive selling of all of facilities (e.g., Spa, Golf, Restaurants) to all of leisure guests as well as group planners

Assists with selling, implementation and follow-through of group sales promotions.

Provides recommendations to Sales Office and Area Sales associates regarding the potential to reallocate function space as needed.

Handles event planning aspects prior to the business turning over for business booked in advance (e.g., 3 years out).

Coordinates and plans all Familiarization Tours (FAM) t and in-market customer events.

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

Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.

Coordinates and executes all site inspections/visits at the property for out-of-market and non-deployed accounts

Coordinates site visits and partners when appropriate for in-market sales managers Partners with leadership to develop creative aspects of site visit

Gathers all important customer data from account/selling manager in order to plan appropriately (e.g. customers goals, specific needs, key account info, etc.).

Understands competitor's strengths and weaknesses in order to differentiate Marriott from the competition during the site visit

Understands the overall market (e.g., competition, economic trends, seasonability, supply and demand, etc.) and implements appropriate sell

Provides expert knowledge on local destination (e.g., local attractions, events, etc.)

Grows business of existing accounts by soliciting them for future open years while onsite

Tracks bookings and leads generated from site visits.

Executes and supports Marriott's Customer Service Standards and property 's Brand Standards.

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.

Monitors successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International.

Verifies that the business is turned over properly and in a timely fashion for quality service delivery.

Implements the brand's 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.

Performs other duties, as assigned, to meet business needs.
Building Successful Relationships

Works collaboratively with off-property sales channels (e.g.,. Sales Office, Area Sales, Enterprise Sales Team (EST)) to verify that the property needs are being achieved and the sales efforts are complementary, not duplicative.

Gets involved in community-based organizations in order to position property for group/catering sales opportunities.

Meets with walk-in clients and qualifies lead for account/sales manager.

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

Attends and facilitates pre-planning visits to establish consistent customer communication.

Greets site clients and escorts overnight guests to their rooms

Acts as Personal Concierge to client while on site to help coordinate any special requests.

Assists with all transportation requests for sites and meets client upon arrival.

Entertains customers by showing them the property and key locations surrounding the property

Provides after-hours entertaining for customers

Works with Marriott Guestware Program Manager to check for reward member status and any special needs of client

Coordinates and delivers amenities and welcome note t to guest rooms

Partners with other departments to provide a customer experience that exceeds the customer's expectations.

Participates in and practices daily service basics of the brand (e.g., Marriott Hotels and Resorts (MHR) Spirit to Serve Daily Basics, Renaissance Hotels and Resorts (RHR) Savvy Service Basics).

Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and establishing 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 property '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.
Providing Exceptional Customer Service

Supports customer loyalty and propertys brand standards by delivering service excellence throughout each customer experience.

Services our customers in order to grow share of the account.

Provides excellent customer service consistent with the daily service basics of the brand.

Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

Sets a positive example for guest relations.

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 appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

Handles guest complaints and disputes following the instant pacification procedures.

Managing and Conducting Human Resource Activities

Monitors sales agents while on phone calls.

Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Utilizes all available on the job training tools for employees.

Creates monthly labor scheduling for team.

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 if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Membership Sales Associate

Jccs Of North America

Posted 3 weeks ago

VIEW JOBS 10/23/2018 12:00:00 AM 2019-01-21T00:00 The Membership Sales Associate will be responsible for assisting with agency and departmental plans and programs designed to enhance the acquisition, retention and satisfaction of MBJCC members, with the goal of increasing income from membership dues and program utilization. The Membership Sales Associate services guests, as well as new and existing members with equal priority, and ensures that recruitment, retention, customer service and customer satisfaction are of the highest quality. The Membership Sales Associate generates excitement and interest in the Center and in the community. They will focus on procedures that generate new members and retain existing members. The Sales Associate must have a warm and outgoing personality, be comfortable with relationship development, and be sensitive to the "customer service" commitment of the Miami Beach JCC. Minimum Qualifications: Responsibilities (Include but not limited to): * Acquiring new members and introducing them to the value of MBJCC membership. * Ongoing retention calls to new and current members regularly to insure usage and satisfaction. Troubleshoots any problems along the way, with sensitivity to other departments. * Retaining current members with a high level of customer satisfaction. * Working across departments to reach sales revenue goals in all areas, with focus on cross-selling and collaborative marketing * Maintain daily logs of tours, information calls, and guests to follow-up on, and track progress * Assist in supporting the department infrastructure * Assist with special events, open houses, monthly membership appreciation events, etc. to bring prospective clients to the MBJCC and retain current members * Develop relationships with J Perks Members and work to increase program participation * Promote additional service and product sales at point of sale (upselling memberships, programs and services) * Engagement with both new and current members relative to usage and success of their membership with the MBJCC * Timely responsiveness to member feedback. Follow up with members within 24 hours Agency Information: The Miami Beach JCC is a community agency with a fitness center, pool, summer camp, Arts & Culture, after school activities and a variety of enrichment programs and cultural events for all ages and segments of the community. Jccs Of North America Miami Beach FL

Assistant Manager - Membership Sales

Edition Hotels