Multi Property Director of EBC

JOB SUMMARY

Leads and manages the Event Booking Centre (EBC) and its associates on a daily basis, with full accountability for achieving EBC revenue targets, team booking‑pace goals, guest and associate satisfaction, and the unit’s overall financial performance.

Drives the end‑to‑end sales effort to deliver financial goals for all participating hotels, while maintaining strong and productive relationships with Event Planning, Operations, and the Cluster Proactive Sales Team.

Ensures the protection of brand integrity across all participating hotels and oversees the effectiveness of all sales‑related business processes and channels.

SCOPE / BUSINESS CONTEXT 

• A Full Time position based at JW Marriott Marquis Hotel Dubai / Al Maha, A Luxury Collection Desert Resort and Spa/ Le Meridien Al Aqah Beach Resort 


• Number of Direct Reports – 18


• Titles of Direct Reports – Sales Coordinator/ Sales Executive / Sales Manager / Senior Sales Manager/Asst Director of EBC

CANDIDATE PROFILE 

Experience 

• Previous experience with a large scale or multi-site EBC environment 

Skills and Knowledge 

• Excellent selling skills and understanding of group sales processes for all brands; can bring a sale to closure


• Possesses excellent telephone sales skills


• Strong customer development and relationship management skills


• Ability to set accurate revenue goals for team


• Ability to interpret market data and apply to sales strategy


• Ability to implement successful sales strategies for multiple properties


• Knowledge of all Marriott Lodging products, cultures and brand strategies


• Knowledge of need time strategy as developed by Revenue Management


• Knowledge of contractual agreements and legal implications


• Knowledge of food trends, food and beverage composition and menu planning


• Effective sales skills to upsell products and services


• Ability to manage and balance large group and local catering business


• Knowledge of marketing strategies


• Knowledge of group business


• Knowledge of operations and associated challenges for all brands


• Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning


• Strong communication skills (verbal, listening, writing)


• Effective decision making skills


• Ability to influence others


• Effective coaching and development skills


• Strong organization skills


• Ability to use standard software applications and hotel systems including SFA, NGS,Opera S&C Delphi, PMS, MARSHA, etc.


• Strategic planning skills


• Ability to evaluate business trends and modify business strategies accordingly


• Ability to execute against the strategy; drive results


• Strong problem-solving skills


• Strong consensus building skills


• Strong analytical skills


• Good negotiation skills


• Effective change management skills


• Effective conflict management skills


• Strong customer and associate relation skills


• Ability to develop and maintain relationships e.g., associates, customers, vendors


• Basic legal knowledge related to hotel operations


• Strong presentation and platform skills


• Good training/facilitator skills


• Ability to effectively manage labor productivity


• Knowledge of governmental regulations and all health and safety standards 


• Education or Certification


• High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred

Education or Certification 

• High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferre

Sales and Marketing:

1. Provides sales functional expertise to participating hotels. 


2. Maximizes revenue by upselling packages and creative food and beverage. 


3. Sets direction to ensure that Sales Team achieves goals. 


4. Understands and achieves team and individual goals. 


5. Provides critical input to market leaders for development of property and overall market sales strategy.


6. Participates in weekly sales strategy meetings.


7. Works collaboratively with property/cluster Revenue Management and Event Management personnel to effectively manage the placement and execution of sales opportunities.


8. Provides ongoing feedback and recommendations to improve effectiveness of overall sales office processes.


9. Works with market leadership to encourage non-participating or new hotels to join the sales office


10. Analyzes period end and other available systems data to identify trends, future need periods and obstacles to achieving goals.  Makes recommendations and works with hotel leaders to improve sales results.


11. Provides targeted and timely communication of results and other achievements and challenges to the Director of Marketing.


12. Reviews turnover to the Event Planning team for consistency and completion.


13. Works with Director and/or other appropriate leaders to develop, implement and maintain Sales office standards. 


14. Reviews turnover to hotels for consistency and completion. 


15. Reviews and monitors Sales Office call volume; sets schedule by operating hours and shift levels based on volume; recommends changes in staffing as needed

Revenue Management 

1. Ensures that sales strategies are communicated, implemented and updated as market conditions fluctuate.


2. Utilizes property diagnostic process (PDP) in order to maximize revenue and profits.


3. Monitors local, regional and International business outlook and provides updates to Revenue Management.

Guest Satisfaction:

 

1. Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations. 


2. Ensures sales team establishes clear expectations for customers and properties throughout the sales process. 


3. Ensures transfer of accurate, complete and timely information to operating departments at the properties. 


4. Ensures effective resolution of guest issues that arise as a result of the sales process. Brings issues to the attention of Director, Sales Office as appropriate. 


5. Participates in guest satisfaction review sessions with Sales Team to help identify areas of improvement. Shares recommendations to address guest service issues with team. 


6. Works with Director, Sales Office to incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement. 


7. Supports the customer recognition program in effect at the X Sales Office. 

Human Resources:


 

1. Interviews, hires management, and hourly associates with the appropriate skills to meet the business needs of the properties. 


2. Develops implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. 


3. Uses all available on the job training tools for associates; implements and manages training initiatives and conducts training when appropriate; ensures self and direct report managers attend appropriate core training classes. 


4. Communicates performance expectations in accordance with job descriptions for each position and monitors progress. 


5. Conducts hourly associate performance appraisals according to Standard Operating Procedures. 


6. Administers the performance appraisal process for direct report managers. Develops business goals and creates appropriate development plans. Assists associates based on their individual strengths, development needs, career aspirations and abilities. 


7. Administers sales bonus and incentive programs. 


8. Celebrates successes and publicly recognizes the contributions of team members (Golden Circle Award, customer letters etc.). 


9. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. 


10. Actively solicits feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems and concerns. Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention. Brings issues to the attention of Human Resources as necessary. 


11. Manages associate progressive discipline procedures for areas of responsibility. Ensures hotel policies are administered fairly and consistently. Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs). 


12. Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results. 


13. Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility. Maintains an on-going associate recognition program. 


14. Ensures participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes, homeless shelters). 

Financial Management 

1. Participates in the development of annual shared service operating budget. 


2. Manages the shared service operating budget including controllable expenses to achieve or exceed budgeted goals.


3. Makes recommendations on staffing levels based on projected turnover, seasons, changes in market conditions and call volume. Oversees labor scheduling and corresponding expenses for wages, bonuses and benefits. 


4. Prepares weekly and period end P&L critiques. 


5. Understands the operation’s impact on the overall financial goals of participating properties and educates staff on details as appropriate. 

MANAGEMENT COMPETENCIES

LEADERSHIP

• Sales and Marketing Management:  Focuses on building the hotel’s top line revenue by executing against the sales strategy.  Deploys Centre Sales team against key accounts including targeted segment sales, local and social catering, business travel sales and extended stay sales to achieve sales goals. 


• Revenue Management:  Works with Revenue Management to ensure proper pricing, appropriate transient and group mix and implementation of sales strategy.  Addresses market fluctuations and economic conditions by partnering with Revenue Management to change sales strategy as appropriate for each hotel.


• Guest Satisfaction:  Ensures sales process meets or exceeds guest needs.  Identifies and addresses guest satisfaction issues to improve results, create customer loyalty and increase market share.


• Human Resources:  Selects, develops and retains a diverse hourly and management workforce to generate revenue and provide sales expertise to the properties.  Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.


• Financial Management:  Develops and manages annual operating budget to achieve or exceed budgeted revenue expectations.  Ensures successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International. 

TECHNICAL EXPERTISE

Guest Satisfaction

• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.


• Ensures sales team establishes clear expectations for customers and properties throughout the sales process.


• Ensures transfer of accurate, complete and timely information to operating departments at the property.


• Ensures effective resolution of guest issues that arise as a result of the sales process. Brings issues to the attention of property leadership team as appropriate.


• Leads guest satisfaction review sessions with Sales Team to identify areas of improvement. Takes ownership of results and shares recommendations to address guest service issues with own team and property leadership teams.


• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.


• Ensures that a customer recognition program is in effect in the sales office.

Human Resources

• Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the properties.


• Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.


• Uses all available on the job training tools for associates; implements and manages training initiatives and conducts training when appropriate; ensures self and direct report managers attend appropriate core training classes.


• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.


• Conducts hourly associate performance appraisals according to Standard Operating Procedures.


• Administers the performance appraisal process for direct report managers.  Develops business goals and creates appropriate development plans.  Assists associates based on their individual strengths, development needs, career aspirations and abilities.


• Administers sales bonus and incentive programs.


• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.


• Actively solicits feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems and concerns.  Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention.  Brings issues to the attention of Human Resources as necessary.


• Manages associate progressive discipline procedures for areas of responsibility. Ensures hotel policies are administered fairly and consistently.  Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) .


• Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results.


• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.  Maintains an on-going associate recognition program.


• Ensures participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizens homes, homeless shelters).

Financial Management

 

• Manages operating budget including controllable expenses to achieve or exceed budgeted goals.


• Manages appropriate staffing levels based on projected turnover, seasons, changes in market conditions and call volume.  Oversees labor scheduling and corresponding expenses for wages, bonuses and benefits.


• Processes period end reporting and critique.  Communicates financial results to appropriate stakeholders.


• Understands the operation’s impact on the overall financial goals of the hotel and educates staff on details as appropriate.

OTHERS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.


• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.


• Notify Loss Prevention/Security of any guest reports of theft

Policies and Procedures

• Follow company, hotel and department policies and procedures.


• Follows Marriott International Hotels Limited Regional Office policies and procedures


• Protect the privacy and security of guests and coworkers.


• Maintain confidentiality of proprietary materials and information.


• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.


• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.


• Perform other reasonable job duties as requested by Supervisors and Management.


• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.


• Assist other employees to ensure proper coverage and prompt guest service.


• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.


• Address guests' service needs in a professional, positive, and timely manner.


• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.


• Thank guests with genuine appreciation and provide a fond farewell.


• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.


• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.


• Speak to guests and co-workers using clear, appropriate and professional language.


• Talk with and listen to other employees to effectively exchange information

Working with Others

• Support all co-workers and treat them with dignity and respect.


• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.


• Partner with and assist others to promote an environment of teamwork and achieve common goals

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.


• Stand, sit, or walk for an extended period of time or for an entire work shift.


• Read and visually verify information in a variety of formats (e.g., small print).


• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.