JOB SUMMARY
The Group Specialist, Luxury Group, will support Global Luxury Account Directors- Group Sales and serve as a point of contact between customers, Global Account Director and Hotels. In this role the Group Specialist, Luxury Group utilizes sales techniques to maximize revenue and build customer loyalty. The incumbent will contribute to the overall group revenue target via owning accounts and converting business through applying strategic account management.
The Group Specialist, Luxury Group will be involved in the coordination of direct sales activities as well as client events throughout the year and will be expected to professionally represent the luxury portfolio and manage responsibilities that ensure a strong relationship as a liaison with customers and each property.
This role will be located in Frankfurt, Germany. English and German language required.
CANDIDATE PROFILE
Education and Experience Preferred
1. 4-year degree from an accredited university or equivalent required in process
2. Strong project management and organizational skills
3. Good written and verbal communication skills
4. Ability to maintain positive relationships with customers (both internal and external)
5. Working knowledge of Outlook and Salesforce preferred
6. Sales skills with strong and ethical sales principles and processes
7. Ability to perform job function with minimal supervision, even under pressure and as a cohesive team member
8. Ability to be a clear thinker, analyze and resolve problems while exercising good judgment
9. Ability to remain calm and courteous with difficult and demanding situations
10. Ability to prioritize, organize work assignments and follow-up
11. Ability to ensure security and confidentiality of customer and company information
12. Ability to enforce the company’s quality procedures
13. Maintain high level of knowledge in reference to luxury segment
14. Maintain complete knowledge of and comply with all GSO policies and procedures
15. Ensure that processes meet luxury standards in terms of consistency and standardization
16. Ability to manage electronic real time communication channels
17. Work effectively in a team environment
18. English and German speaking
19. Strong communication skills, written and oral
20. Proficient in basic computer skills
21. Familiarity with Sales/Marketing tools
22. Hotel sales experience
23. Business Development Skills
24. Strong administration skills
CORE WORK ACTIVITIES
25. Provide support to Global Account Director, Group sales and Director, Global Luxury Sales, based Germany via inputting all leads in SFA, follow up with hotels and clients where necessary for updates and record all information obtained in Empower & SFA.
26. For assigned projects managed by Group Specialist, Luxury Group, provide proactive full project management.
27. Maintain telephonic and face to face relationship with each accounts’ key group buyers/intermediaries who impact the accounts’ buying process.
28. Evaluate, qualify and respond to leads in a professional and timely manner. Majority of communication will be via telephone and email. All communication is to be recorded in SFA & Empower including follow up details from the hotels and customers.
29. Assist in coordinating travel opportunities including Tradeshows, industry roadshows, sales appointments, familiarization trips
30. Admin support for whole MILUX EMEA team when required
31. All of the cross-charging / billing OFBs
32. Represent the luxury portfolio in interactions
33. Develop and maintain respectful working relationship at all levels of the organization and with property based Sales Managers, while working within the hierarchy to ensure results and goals are achieved.
34. Knowledge of top accounts by markets
35. Support efforts to identify Development Accounts
36. Manage special projects to support Director Global Luxury Sales when applicable
37. Develop and demonstrate understanding and knowledge of key Group hotels and destinations
38. Educate travel agencies on luxury product & programs available
BUILDING RELATIONSHIPS
39. Maintain strong relationship with property sales teams including Sales Managers and Sales Coordinators
40. Assist with scheduling and preparing for customer presentations to accounts based upon customer needs
41. Proactively facilitate communication with the customer base and hotels
42. Communicate with clients to gain full understanding of decision making process including history, key decision factors, time line, and decision hierarchy
43. Maintain strong and collaborative working relationships with all members of Global Sales Offices
44. Promote positive relations with customers and employees
EXECUTION
45. Support Global Sales Office initiatives by assisting in increasing the GSO team revenue production, using negotiation skills to maximize conversion of leads, while utilizing effective sales skills in overcoming objections
46. Maintain knowledge of the luxury portfolio; develop knowledge of basic hotel capabilities related to numbers of rooms and meeting space capabilities and all hotel characteristics as relevant to Group segment
47. Maintain level of knowledge of the competition’s product
48. Comply with all Global Sales Office policies and procedures
49. Field and prioritize all incoming inquiries and opportunities, analyze the capabilities of the request and manage distribution of these inquiries to appropriate hotel (s).
50. Evaluate leads and offer comparable alternative luxury locations to existing proposals, where applicable.
51. Ensure Strategic Account Management is applied to all accounts you are responsible for including relevant activities that will assist to strengthen and grow client relationships.
52. Assist with incoming phone calls (when necessary) in a pleasant manner within 3 rings, following luxury telephone etiquette.
53. Handle internal and external guest opportunities by following instant pacification procedures ensuring guest satisfaction
54. Ensure paperwork is processed to clients, other departments, etc., with a timely manner. Complete all assigned paperwork within a timely manner.
55. Produce weekly and monthly production reports with Sales Manager production and individual property production figures.
56. Send monthly production spreadsheet to Corporate office by 7th of every month.
57. Produce quarterly production reports for Director, Global Luxury Sales.
58. Maintain updated list of key group & travel industry contacts from each luxury property worldwide
59. Organise all correspondence per account and lead and set up tasks for relevant follow up
LEARNING & APPLYING TECHNICAL EXPERTISE
60. Maintain and continuously develop computerized file databases of complete customer and account history using Salesforce
61. Develop reporting mechanism to continuously educate hotel managers on the updated status of accounts
62. Maintain a working knowledge of the computer systems – Outlook and Salesforce
MANAGEMENT COMPETENCIES
Building Relationships
Coworker Relationships
63. Builds strong working relationships.
64. Shares thoughts and feedback in a professional way.
65. Considers how own behavior impacts others.
66. Explains work in a way that encourages cooperation from others.
Customer Relationships
67. Shows an understanding of customer/stakeholder expectations.
68. Listens and responds to customers/stakeholders with empathy.
69. Builds rapport and trust with customers/stakeholders to promote loyalty.
70. Anticipates and quickly responds to customer/stakeholder requests or issues.
71. Explains policies in a way that helps customers/stakeholders understand.
Global Mindset
72. Helps others feel valued and included.
73. Works well with others regardless of their background or characteristics.
74. Models the Company culture of service, opportunity, respect, and fair treatment.
75. Acts when others are treated unfairly or are not valued and respected for their unique skills.
76. Listens to and acknowledges different ideas and viewpoints.
Generating Talent and Organizational Capability
Organizational Capability
77. Shows an understanding of how each role on the team contributes to the work.
78. Shows an understanding of goals, processes, and reporting relationships within the department.
79. Understands scope of own decision‐making authority.
Talent Management
80. Provides, seeks, and acts on constructive feedback.
81. Shows an understanding of performance expectations.
82. Works with manager to set and prioritize developmental goals.
83. Builds relationships to attract top talent.
84. Participates in the hiring process and helps with on‐boarding new associates.
Leadership
Adaptability
85. Stays calm and focused during stressful situations.
86. Asks questions to understand why change is happening.
87. Uses resources to help deal with change or challenges.
Communication and Professional Demeanor
88. Expresses ideas in a clear and concise way.
89. Actively listens and responds to others with understanding.
90. Appropriately interprets verbal and non‐verbal behavior.
91. Displays professionalism and gains respect from others.
Problem Solving and Decision Making
92. Recognizes issues and makes suggestions to solve problems related to daily work.
93. Breaks complex issues into manageable parts.
94. Asks questions and gathers information before making a decision.
95. Identifies and considers alternatives and their possible impact before making decisions.
96. Makes decisions and takes action in a reasonable amount of time.
Learning and Applying Professional Expertise
Applied Learning
97. Sets career goals and identifies areas for development.
98. Uses available resources and challenging assignments to improve performance.
99. Shares own learnings and best practices with others.
100. Completes assigned training on time.
Business Acumen
101. Shows an understanding of how own work impacts Company and department performance.
102. Shows an understanding of the drivers of Company and department performance.
103. Identifies innovative ways to improve productivity and associate and customer/stakeholder satisfaction.
Technical Acumen
104. Performs technical and complex tasks and solves problems within area of expertise.
105. Models technical excellence and communicates the benefits of specific techniques in area of expertise.
106. Uses appropriate facilities, equipment, and materials to perform the job.
107. Follows current policies, procedures, and legal requirements.
Managing Execution
Building and Contributing to Teams
108. Works with team members to meet shared goals.
109. Shows an understanding of how the team contributes to broader success.
110. Shares with team members information needed to accomplish work.
111. Tells other team members when they are doing a good job.
Driving for Results
112. Takes responsibility for being innovative and delivering work that exceeds requirements.
113. Learns from mistakes.
114. Participates in setting goals for the team or department.
115. Looks ahead and lets manager know about possible challenges in completing assigned work.
Planning and Organizing
116. Keeps track of own current and future workload to make sure everything is completed on time.
117. Prioritizes own activities and makes adjustments when appropriate.
118. Asks for and uses available resources to complete work.
Other
119. Complies with Marriott International Hotels Limited Regional Office policies and procedures.
120. Performs other duties as assigned to meet business needs.
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.