Complex Sales Manager

Role Overview

Complex Sales Manager at Marriott. This role proactively solicits and manages large group and catering opportunities with significant revenue potential, including business not handled by an Event Booking Center (EBC).

Role Purpose

Drive revenue growth by identifying, qualifying, and closing group and catering business opportunities with significant sales potential. Deliver exceptional customer service to build loyalty, maximize account value, and ensure proper service delivery throughout the customer experience.

Key Responsibilities

Understanding Market Opportunities & Driving Revenue

• Target group and catering accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation.
• Partner with group and catering counterpart to effectively manage business opportunities.
• Respond to incoming group and catering opportunities for the property that are outside EBC parameters.
• Handle all opportunities if the property does not participate in an EBC.
• Identify, qualify, and solicit new group and catering business to achieve personal and property revenue goals.
• Focus efforts on group and catering accounts with significant potential sales revenue.
• Develop effective group and catering sales plans and actions.
• Design, develop, and sell creative catered events.
• Maximize revenue by upselling packages and creative food and beverage offerings.
• Understand the overall market, including competitors' strengths and weaknesses, economic trends, and supply and demand dynamics.
• Close the best opportunities for each property based on market conditions and individual property needs.
• Use negotiating skills and creative selling abilities to close business and negotiate contracts.

Providing Exceptional Customer Service

• Handle complex business with significant revenue potential and significant customer expectations.
• Build and strengthen relationships with existing and new customers to enable future bookings through sales calls, entertainment, familiarization trips, and trade shows.
• Develop relationships within the community to strengthen and expand the customer base for group and catering sales opportunities.
• Support the brand's Service and Relationship Strategy by driving customer loyalty through service excellence throughout each customer experience.
• Provide excellent customer service to grow share of the account.
• Execute the brand's Customer Service Standards and property's Brand Standards.
• Participate in and practice daily service basics of the brand.
• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting customers and ensuring their satisfaction before and during their program or event.
• Serve customers by understanding their needs and recommending appropriate features and services that meet their needs and exceed expectations while building relationship and loyalty to the property and brand.
• Gain understanding of the property's primary target customer and service expectations; serve customers by understanding their business, business issues, and concerns to offer better business solutions both prior to and during the program or event.

Building Successful Relationships

• Work collaboratively with off-property sales channels (including Market Sales and Strategic Accounts) to ensure sales efforts are coordinated, complementary, and not duplicative.
• Manage and develop relationships with key internal and external stakeholders.
• Use sales resources and administrative and support staff effectively.

Operations & Administration

• Utilize the intranet for resources and information.
• Conduct site inspections.
• Create contracts as required.
• Execute and support operational aspects of booked business, including generating proposals, writing contracts, and managing customer correspondence.
• Verify business is turned over properly and in a timely fashion for proper service delivery.

Qualifications & Experience

• High school diploma or GED and 2 years of experience in 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.

Additional Information

Marriott International is 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. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.