5191 Restaurant & Hospitality Jobs in Canada

JOB SUMMARY

Acts as the on-property sales and service leader of the diplomatic and international segments. Responsible for account management of all Foreign & Domestic Diplomats, Dignitaries and/or Royalty in addition to special corporate or travel management accounts, including accounts based in International source markets that produce sales into the local area. Manages and directs the on-property multi-segment sales effort to achieve hotel revenue goals by proactively targeting current and new high value accounts in the market. Implements effective sales deployment strategies to grow market share. Monitors customer experiences from event start to finish. Makes presence known to customer at all times during entire event process. Shares responsibility for helping achieve pre-defined goals for group, retail, premium retail, and special corporate sales. Contracts and closes individual premium retail, retail, and special corporate business resulting from strategic selling and pull-through tactics. Leads a seamless transition from sales to service in a timely fashion for quality service delivery and where appropriate, orchestrates operational execution due to the complexity and protocol required of Diplomatic business. Achieves multi-segment revenue goals by actively up-selling each business opportunity to maximize revenue opportunity. 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.

CANDIDATE PROFILE

Education and Experience

Required:

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 4 years’ experience in the sales and marketing or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years’ experience in the sales and marketing or related professional area.

Preferred:

• 4 year college degree

• Group sales experience, preferably 4+ star hotels

• Demonstrated skills and experience leading Diplomatic and International segments

CORE WORK ACTIVITIES

Managing Sales Activities

• Manages and directs the on-property multi-segment sales effort to achieve hotel revenue goals by proactively targeting current and new high value accounts in International markets and implementing effective sales deployment strategies to grow market share.

• Manages all Foreign & Domestic Diplomats, Dignitaries and/or Royalty in addition to special corporate or travel management accounts, including accounts based in International source markets that produce sales into the local area.

• Works with the Director of Sales and Marketing to establish understanding of sales strategy and effective implementation of this strategy for the hotel in these segments.

• Works with the management team to create and implement a multi-segment sales and marketing plan addressing revenue, customers, and market.

• Achieves multi-segment revenue goals by responding to incoming opportunities for the property that are within the pre-defined group room and transient segment parameters.

• Focuses on special corporate and leisure opportunities from International based travel agencies and travel management companies.

• Develops the full potential of each transient account seeking all feeder business, in all source markets (e.g., emerging International markets, travel departments, customer care offices).

• Achieves pre-defined group, retail, premium retail, and special corporate sales goals by actively up-selling each business opportunity to maximize revenue opportunity.

• Contracts and closes individual premium retail, retail, and special corporate business resulting from strategic selling, negotiating skills and pull-through tactics.

• Manages customer budgets to maximize revenue and meet customer needs.

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

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

• 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.

• Executes and supports Marriott’s Customer Service Standards and hotel’s Brand Standards.

• Conducts site inspections, as required.

• Monitors same day selling procedures to maximize room revenue and control hotel occupancy.

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

• Participates in and practices daily service basics of the brand (e.g., MHR Spirit to Serve Daily Basics, JW Service Notes, RHR Savvy Service Basics, Courtyard, SpringHill Suites, Fairfield Inn Basics of the Day, Residence Inn Daily Huddle, or TownePlace Suites Morning Meeting).

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

• Performs other duties, as assigned, to meet business needs.

Providing and Ensuring Exceptional Customer Service

• Leads a seamless transition from sales to service in a timely fashion for quality service delivery and where appropriate, orchestrates operational execution due to the complexity and protocol required of Diplomatic business.

• Maintains constant communication with clients and agents while high profile groups or guests are in-house so to adjust hotel operations to exceed guest expectations.

• 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.

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

• Identifies operational challenges associated with his/her group and works with the property staff and customer to solve these challenges and/or develop alternative solutions.

• Monitors customer experiences from event start to finish and makes presence known to customer at all times during entire event process.

• Provides direction and leadership to operations teams on the overall expectations and success of the client or group.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Building Successful Relationships

• Builds and strengthens relationships with existing and new customers to enable future bookings through sales calls, entertainment, FAM trips, trade shows, etc.

• Develops relationships within the community to strengthen and expand customer base for group/catering sales opportunities.

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

• Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.

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

• Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process.

• Drives customer loyalty by delivering service excellence throughout each customer experience.

• 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.