• Functions as a strategic business leader of the property’s Sales & Marketing and Rooms operations. Responsible for planning, developing, implementing and evaluating the performance and quality of the property’s Rooms operations and Sales & Marketing efforts.
• The position works closely with direct reports and the property leadership team to develop and implement departmental and property‑wide strategies, ensuring effective execution of the brand’s service strategy and applicable brand initiatives across both commercial and operational functions.
• This role ensures that Rooms operations meet brand standards, address customer needs, support employee satisfaction and maximize the financial performance of the Rooms Division, while at the same time leading the property’s reactive and proactive sales efforts to achieve booking goals and property revenues.
• Oversees the property’s participation in various sales channels and the effective use of marketing resources, including property‑specific campaigns, promotions and collateral, to drive revenue and meet business objectives. The position builds strong working relationships internally and with regional sales and marketing partners to proactively position and market the property.
• Develops and implements property‑wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customers and associates, and provides a return on investment to the owner and Marriott International.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Leading Sales & Marketing Team

• Develops and leads Sales & Marketing goals and directional strategies aligned with the property business strategy and brand initiatives.
• Serves as the primary sales contact for the General Manager, property leadership team, Area Sales and Group Sales.
• Serves as the hotel authority on sales processes, sales contracts and deployment of sales channels.
• Provides day‑to‑day leadership, coaching and direction to Sales and Marketing associates to ensure effective execution of sales strategies.
• Participates in key sales calls with Sales & Marketing team members to support business acquisition and closing of key opportunities, as appropriate.
• Ensures the Sales & Marketing team understands brand standards, brand service strategy and required sales processes.
• Acts as the primary liaison for Sales & Marketing with Revenue Management, Event Management, Regional Marketing Communications and other hotel departments to ensure alignment and coordinated execution.
• Develops strong internal stakeholder relationships to support collaboration between Sales, Marketing and operational teams.
• Represents the property in client meetings, sales presentations, customer events and tradeshows, as appropriate.

Leading Rooms Team

• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the residence.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service throughout the entire customer journey and encourages the same from all associates.
• Reviews guest feedback with leadership teams and ensures appropriate and timely corrective actions are taken.
• Coordinates and communicates event details, group resumes and special requirements clearly and effectively to customers and property operations.
• Ensures a seamless and effective turnover from Sales to Operations and back to Sales while consistently delivering high levels of service.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Serves as a customer advocate, ensuring customer needs are understood and addressed throughout the sales process and guest stay.
• Responds to and resolves guest problems and complaints using sound judgment, brand recovery guidelines and instant pacification procedures.
• Uses personal judgment and expertise to enhance the customer experience and recommend suitable alternatives when service challenges arise.
• Stays visible and interacts regularly with guests and key customers to obtain feedback on product quality, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback, service trends and leadership judgment into action plans.
• Emphasizes guest satisfaction and service excellence during departmental meetings and leadership forums.
• Ensures associates understand service expectations and parameters for Rooms and event delivery duties.
• Anticipates sold‑out situations and overbooking scenarios; ensures appropriate guest handling procedures are followed, including relocation when necessary.
• Reviews group arrival information and follows up with all departments to ensure operational readiness and successful guest experiences.
• Monitors and ensures effective resolution of guest issues arising from sales‑related activities, programs and events to drive customer satisfaction and loyalty.

Managing Profitability and Revenue Goals

• Provides executive oversight of the financial performance of Sales & Marketing and Rooms, ensuring alignment with property business objectives, ownership expectations and brand standards.
• Reviews Sales and Rooms performance against approved budgets, forecasts and business plans, identifying variances, risks and required corrective actions.
• Reviews key performance reports including occupancy, room revenues, sales performance, payroll costs and cost per occupied room to evaluate financial and operational trends.
• Reviews STAR reports, competitive shopping reports and market performance data to assess market positioning and financial impact.
• Evaluates sales channel effectiveness, demand patterns and business mix to support revenue optimization and yield improvement.
• Oversees utilization of the marketing budget, ensuring alignment with revenue priorities and achievement of return on investment objectives.
• Provides strategic guidance and challenges department leaders of revenue‑generating functions to develop effective revenue strategies and manage controllable expenses.
• Leads periodic business and financial review meetings with department leadership to assess performance, demand outlook and financial priorities.
• Reviews and provides input into monthly, quarterly and annual financial forecasts for the Rooms Division and S&M.
• Oversees capital expenditure planning related to Rooms to support asset protection, operational efficiency and long‑term financial performance.
• Ensures financial decisions balance profitability goals with brand requirements, guest satisfaction and long‑term business sustainability.

Managing and Conducting Human Resources Activities

• Leads, coaches and develops department leaders across Sales, Marketing and Rooms operations to achieve business objectives.
• Interviews, selects and hires associates and managers in accordance with staffing plans and business needs.
• Partners with Human Resources to attract, develop and retain the right talent to support current and future business priorities.
• Forecasts talent needs and supports workforce planning and recruitment strategies to minimize leadership and skill gaps.
• Sets clear goals and performance expectations for direct reports using the performance management process and holds leaders accountable for results.
• Conducts performance appraisals, provides ongoing feedback and coaching, and supports leadership development and succession planning.
• Establishes effective organizational structures, roles and performance management processes to support operational and commercial objectives.
• Identifies and develops high‑potential talent through mentoring, on‑the‑job training and leadership development initiatives.
• Ensures regular and ongoing communication through departmental meetings, briefings and leadership forums.
• Solicits employee feedback, maintains an open-door policy and reviews associate satisfaction results to address concerns and improve engagement.
• Ensures property policies, disciplinary procedures and documentation are administered fairly and consistently in accordance with Standard and Local Operating Procedures.
• Champions brand, regional and property initiatives related to people development and organizational effectiveness.

MANAGEMENT COMPETENCIES