Cluster Events Booking Centre Manager - Johannesburg Marriott Hotel Melrose Arch - Marriott International, Inc - Johannesburg

Job Number 24047482 Job Category Event Management Location Johannesburg Marriott Hotel Melrose Arch, 42 The High Street, Melrose Arch, Johannesburg, Gauteng, South Africa VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Functions as the business leader of the property’s Events Booking Centre Department and manages the property's reactive and proactive catering sales efforts. Shares responsibility for achieving group room and catering revenue goals, guest and associate satisfaction and the financial performance of the department. Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process. Provides day to day leadership to a team of on-property events booking center/catering sales associates. Partners with key stakeholders within Sales; on-property, Global Sales Organization and National Sales Team to receive leads for more in-depth qualification of the business for the property. Partners with Event Management and Hotel Operations to sell products and services that the hotel has the ability to successfully execute. Verifies a seamless turnover from sales to operations and back to sales while consistently delivering a high level of service. Maintains accountability for verifying that the team maximizes revenue opportunities by up selling and accurately forecasting (e.g., catering and group rooms) for all events. CANDIDATE PROFILE EDUCATION AND EXPERIENCE High school diploma or GED; 4 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. CORE WORK ACTIVITIES MAXIMIZING REVENUE & MANAGING PROFITABILITY Solicits/books local catering business and develops group business. Assists in completing and distributing catering sales revenue and operation budgets and revenue forecasting. Tracks booking goals on a weekly basis and compiles incentive reports for distribution to catering leaders. Ensures that booking guidelines are followed and that catering leaders are maximizing space and revenue. Supports management team in creating and implementing a catering sales/marketing plan addressing revenue, customers and market. MANAGING SALES ACTIVITIES Manages the catering sales efforts for the hotel including local and group/convention business. Solicits/books local catering business and develops group business. Develops and manages catering sales revenue and operation budgets and provides forecasting reports. Works with the management team to create and implement a catering sales/marketing plan addressing revenue, customers and market. Develops menus that drive sales. Assists with selling, implementation and follow-through of catering promotions. Executes and supports Marriott’s Customer Service Standards and hotel’s Brand Standards. 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.,, Marriott Hotels & Resorts (MHR) Spirit to Serve Daily Basics, Renaissance Hotels and Resorts (RHR) Savvy Service Basics, Courtyard, SpringHill Suites, Fairfield Inn Basics of the Day, Residence Inn Daily Huddle, or TownePlace Suites Morning Meeting). Coordinates and deploys catering sales resources on-property to establish pull-through and sustainment of catering sales strategies and selling solutions. Develops a close working relationship with operations to execute strategies at the hotel level. Verifies that the property implements a seamless turnover from sales to operations and back to sales while consistently delivering high level of service. 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. Maintains successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International. Implements the brand’s service strategy and applicable brand initiatives in all aspects of the sales process. Performs other duties, as assigned, to meet business needs. BUILDING SUCCESSFUL RELATIONSHIPS Interacts effectively with guests/clients, sales and kitchen, vendors, competitors, local community, catering associations and other hotel departments in order to monitor guest satisfaction. Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring 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 hotel’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. Partners with key stakeholders within Area Sales to receive warms leads for more in-depth qualification of the business for the property. Partners with Event Management and hotel operations to sell products and services that the hotel has the ability to successfully execute. PROVIDING EXCEPTIONAL CUSTOMER SERVICE Interacts effectively with guests/clients, sales and kitchen, vendors, competitors, local community, catering associations and other property departments in order to ensure guest satisfaction. Supports company’s customer service standards and property’s brand standards. Participates in and practices 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. 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. 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. LEADERSHIP Manages and directs the on-property catering sales managers to achieve hotel revenue goals by proactively targeting current and new high value accounts in the market and implementing effective catering sales deployment strategies to grow market share. Partners with Human Resources (HR) to attract, develop and retain the right people in order to support the strategic priorities of the market. Creates effective structures, processes, jobs and performance management systems are in place. Sets goals and expectations for direct reports using the Leadership Performance Process (LPP), align performance and rewards, addresses performance issues and holds staff accountable for successful results. Forecasts talent needs and manages talent acquisition strategy with HR to minimize lost time due to turnover. Keeps an active list of the competition’s best sales people and executes a recruitment and acquisition plan with HR. Supports tools and training resources to educate sales associates on winning catering solutions. Champions leadership development and workforce planning priorities by assessing, selecting, retaining and developing diverse, high-caliber talent that can lead the organization today and strengthen the leadership bench for the future; continues to upgrade the sales & marketing talent; works with HR to anticipate future talent needs based on business growth plans. Identifies, trains and mentors catering sales associates. Transfers functional knowledge and develop catering sales skills of other discipline managers. Shares responsibility for achieving revenue goals, guest and associate satisfaction and the financial performance of the department. Provides day to day leadership to a team of on-property catering sales associates. MANAGEMENT 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. Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients. Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role. Sales Implementations - Driving and supporting the implementation of sales strategies and systems; seeking and taking appropriate actions on feedback; taking responsibility for implementation success. 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. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment. In joining JW Marriott, 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. Apply Now

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Cluster Events Booking Centre Manager - Johannesburg Marriott Hotel Melrose Arch - Johannesburg

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