The Account Specialist GSO executes the commercial process of groups, qualification, contract, business transient and/or extended stay sales opportunities by using Marriott’s sales information systems and technology. The Account Specialist GSO serves as the point of contact between customers, GSO Sales Managers/Directors and the properties. In this role, the Account Specialist, GSO utilizes sales techniques to maximize revenue and build customer loyalty. In addition, this position has direct accountability for select transactional sales activities for a designated number of group and corporate accounts. Assisting in all the activities related to the Account Team Base Selling Model.

Position can be in Brazil.

• High School diploma or equivalent required.
• Minimum of 2 years’ experience in Sales and Marketing, Guest Services, Front Desk or related professional area OR a 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management required.
• Ability to develop reports, business correspondence, read, understand policy and procedures manuals.
• Ability to communicate effectively with all levels of internal and external customers.
• Attention to detail and accuracy.
• Knowledge on RFP and data base administration.
• Knowledge of SFA and Marriott´s systems is a differentiation.
• Ability to work well as a team.

1. Ability to work under pressure and meet deadlines in a timely manner.

• Time management and organizational skills, under heavy workloads with frequent interruptions, with the ability to react positively to job pressure and changing priorities.
• Strong proficiency in both English and Portuguese. Spanish as preferential.
• Technical skills: Microsoft Outlook (Excel, PowerPoint, Word, Access), Office 365 including Skype for Business.

Managing Work, Projects and Policies

• Evaluate, qualify and respond to leads in a professional and timely manner. Majority of communication will be via telephone, email and SFAWeb/CI/TY and EMPOWER. Leads and follow-up communication from hotels will be generated through SFAWeb/CI/TY.
• Act as the liaison between the customer and hotel(s) to present rate proposals, maximize or convert potential bookings, and close the sale.
• Generate the follow up and submission of contracts to finalize sales transactions (both group and transient business).
• Ensure business is transitioned to designated property appropriately and in a timely manner for proper service.
• Provide service to customers to grow account share on behalf of MI, across the enterprise (Marriott Enterprise and Milux).
• Participate on project and account teams, executing activities that support strategic account management and team-based sales models.
• Support managers and-or directors on sales calls, as appropriate.
• For assigned accounts, provide proactive account management support with primary focus on both the transient and group segments. Maintain both telephonic and face-to-face relationship with each accounts’ key group buyers/intermediaries who impact the accounts’ group buying process.
• Provide support for sales program/event coordination (e.g. Hotel Excellence!, Meetings Excellence!, sales events, The Exchange events, Open Week events, trade shows, GMID, GCAW, etc.), providing support, and/or general administrative support, as needed (preparation of collateral material, appointment setting, RSVP, etc.) aligned to the B2B strategy.
• Qualification process for groups and also for business transient.
• Act as liaison communication with Travel Counselors of the TMC´S and sales activities support (rate distribution and rate auditing)
• Support in the management of special projects (such as telemarketing, special reports, e-commerce, sales potential, Marriott Bonvoy enrollments, etc.).
• Support on Process of Wholesaler ID #s for wholesalers or new products and tools as applicable.

Maintaining Business Goals

• Establish and maintain complete and up-to-date lead response information in SFAWeb/CI/TY and alternate information systems to ensure accurate reporting.
• Assist with the closing of business opportunities to ensure team and departmental goals are met.
• Generate and organize sales reports utilizing internal data systems (e.g. SFAWeb/CI/TY, MRDW, Tableau and EMPOWER).
• Support operating budgets and venue targets to support the GSO business plan.
• Monitor and evaluate GSO office processes and procedures; recommend improvements as necessary.
• Provide reports of focus accounts (weekly group funnel reports, all public version reports from SFAWeb such as GSO5, GSO6, GSO8, report from Tableau, etc.).
• Participate in account mapping.
• Participate in pricing processes.
• Assure that customers profiles are updated, supporting as required.
• Support sales managers and directors with the implementation of sales strategies across all segments (wholesalers, TMC´S, corporate and group accounts and intermediaries).
• Participates and supports the Manual Adjustment processes at the end of each quarter.

Demonstrating and Applying Discipline/Functional Knowledge

• Use standard software applications such as MS Office, SFAWeb/CI/TY, EMPOWER, MRDW, Tableau, Microsoft Teams, etc.
• Act decisively to recover from mistakes. Know how to develop/propose/initiate solutions and when to involve a leader.
• Act independently to improve and increase skills and knowledge.

Contributing to Teams

• Navigate the MI organization to achieve collaboration by leveraging relationships and knowledge.
• Identify and cultivate relationships with key colleagues and stakeholders in other parts of the organization.
• Work effectively in a virtual team-based environment.
• Work collaboratively to support #Milux positioning and selling.

Leading/Managing Teams

• N/A

Additional Responsibilities/Competencies

• Prepare, edit and proofread written documents (e.g. daily logs, business letters, memoranda, reports, etc.) to ensure accuracy and completeness.
• Express oneself clearly, concisely and effectively through written and verbal communications.
• Approach opportunities with a positive, open-mind.
• Display creativity and innovation to identify opportunities to improve departmental processes and programs that will enhance team productivity and/or business results.
• Gain the confidence and trust of others through consistent demonstration of authenticity and ethical standards.
• Maintain confidentiality of proprietary materials and information.
• Perform special projects and other duties, as assigned.

• Builds strong working relationships.

• Shares thoughts and feedback in a professional way.

• Considers how own behavior impacts others.

• Explains work in a way that encourages cooperation from others.

• Shows an understanding of customer/stakeholder expectations.

• Listens and responds to customers/stakeholders with empathy.

• Builds rapport and trust with customers/stakeholders to promote loyalty.

• Anticipates and quickly responds to customer/stakeholder requests or issues.

• Explains policies in a way that helps customers/stakeholders understand.

• Helps others feel valued and included.

• Works well with others regardless of their background or characteristics.

• Models the Company culture of service, opportunity, respect, and fair treatment.

• Acts when others are treated unfairly or are not valued and respected for their unique skills.

• Listens to and acknowledges different ideas and viewpoints.

• Shows an understanding of how each role on the team contributes to the work.

• Shows an understanding of goals, processes, and reporting relationships within the department.

• Understands scope of own decision‐making authority.

• Provides, seeks, and acts on constructive feedback.

• Shows an understanding of performance expectations.

• Works with manager to set and prioritize developmental goals.

• Builds relationships to attract top talent.

• Participates in the hiring process and helps with on‐boarding new associates.

• Stays calm and focused during stressful situations.

• Asks questions to understand why change is happening.

• Uses resources to help deal with change or challenges.

• Expresses ideas in a clear and concise way.

• Actively listens and responds to others with understanding.

• Appropriately interprets verbal and non‐verbal behavior.

• Displays professionalism and gains respect from others.

• Recognizes issues and makes suggestions to solve problems related to daily work.

• Breaks complex issues into manageable parts.

• Asks questions and gathers information before making a decision.

• Identifies and considers alternatives and their possible impact before making decisions.

• Makes decisions and takes action in a reasonable amount of time.

• Sets career goals and identifies areas for development.

• Uses available resources and challenging assignments to improve performance.

• Shares own learnings and best practices with others.

• Completes assigned training on time.

• Shows an understanding of how own work impacts Company and department performance.

• Shows an understanding of the drivers of Company and department performance.

• Identifies innovative ways to improve productivity and associate and customer/stakeholder satisfaction.

• Performs technical and complex tasks and solves problems within area of expertise.

• Models technical excellence and communicates the benefits of specific techniques in area of expertise.

• Uses appropriate facilities, equipment, and materials to perform the job.

• Follows current policies, procedures, and legal requirements.

• Works with team members to meet shared goals.

• Shows an understanding of how the team contributes to broader success.

• Shares with team members information needed to accomplish work.

• Tells other team members when they are doing a good job through use of recognition programs (Brilliant), or other communication channels.

• Takes responsibility for being innovative and delivering work that exceeds requirements.

• Learns from mistakes.

• Participates in setting goals for the team or department.

• Looks ahead and lets manager know about possible challenges in completing assigned work.

• Keeps track of own current and future workload to make sure everything is completed on time.

• Prioritizes own activities and makes adjustments when appropriate.

• Asks for and uses available resources to complete work.