1156 Guest Experience Expert The St Regis Downtown Dubai jobs in United Arab Emirates

Additional Information
Job Number26099530
Job CategorySales & Marketing
LocationSaadiyat Island, Abu Dhabi, United Arab Emirates, United Arab Emirates
ScheduleFull Time
Located Remotely?N
Position Type Management

This is a multi-property role for The St. Regis Saadiyat Island Resort, Abu Dhabi and Al Wathba, a Luxury Collection Desert Resort & Spa, Abu Dhabi.

JOB SUMMARY

• Accountable for assigned hotels’ respective leisure/wholesale segment.
• Proactively solicits and handles a defined account portfolio in collaboration with MP Sales Executive – Leisure Travel.
• Develops, executes and drives leisure segment strategy, action plans against new and existing target accounts.
• Liaises with on-property and above property stakeholders to maximize business opportunities and collaborations.
• Owns all day-to-day sales activities of defined segment with focus on implementing and driving the commercial segment strategy, and develops and maintains long-term, value-based customer relationships that enable the achievement and exceedance of sales objectives, segment revenue and individual sales targets.
• Attends domestic and global leisure tradeshows, showcases, conferences, industry meetings, workshops and functions as required on behalf of assigned properties.
• Plans and executes national & international sales trips, sales calls, site inspections, familiarization trips and client entertainments as appropriate.
• Proactively identifies and uncovers new prospect accounts for acquisition through a variety of channels and sales tools.
• Participates in regular business reviews and strategy meetings.
• Ensures business is turned over properly and in a timely fashion for an exquisite service delivery and in accordance with brand standards.
• Analyses and maintains knowledge of customers, leisure market trends and competition.
• Represents Marriott International worldwide, promoting the quality image of the company at every opportunity, and uncovers additional leads for Marriott International utilizing available tools such as MI Leads, where applicable.
• Performs any other reasonable task assigned by the MP Assistant Director of Sales & Distribution / MP Director of Sales & Distribution.
• Able to demonstrate a high degree of self-motivation and to work unsupervised using own initiative.
• Maintains strict confidentiality of all matters relating to the Company and Property, plus all other sales and personnel-related matters.

CANDIDATE PROFILE

Education and Experience:

• Fluency in English
• Additional EU language skills required e.g. French, Spanish, Italian etc.
• Experience within luxury hotel chains/5-star luxury properties require
• Substantial knowledge and established network of connections within leisure/wholesale sales segment required
• Proven track of proactive leisure/wholesale sales experience on managerial level; minimum 2 years of experience as Sales Manager – Leisure Travel
• Proven prospecting and luxury business development abilities
• Middle East/UAE experience preferred

Core Work Activities:

Building Successful Relationships that Generate Sales Opportunities

• Builds and strengthens business relationships with existing and new customers to enable future bookings and grow leisure market share.
• Effectively develops valuable business relationships within leisure/wholesale segment to further expand customer base.
• Works collaboratively with off-property sales channels (i.e. Market Sales, Global Sales Organization) to ensure leisure/wholesale sales efforts are coordinated, complementary and in alignment with the hotels’ overall (sales & distribution) strategy within that specific segment.
• Manages and develops relationships with internal and external key stakeholders.

Managing Sales Activities

• Develops, implements and drives the commercial strategy of the leisure/wholesale segment. Supports company-wide wholesale distribution and direct connectivity efforts.
• Action plans against existing and new target accounts to achieve and exceed sales quotas and gain market share.
• Manages a pre-determined number of leisure accounts in close collaboration with MP Sales Executive – Leisure Travel to ensure maximum yield in line with budgetary objectives.
• Identifies and acquires new potential partnerships through a variety of channels.
• Drives suite and villa sale (as applicable) through existing and new program inclusions and partner activations.
• Responsible for monitoring rate alignment across all wholesale channels with support of revenue team, ensuring rate parity.
• Proactively schedules sales calls and corresponding activities such as site inspections, familiarization trips, agent trainings, webinars, virtual calls, client entertainment etc. to strengthen business relationships, educate partners and uncover new business opportunities.
• Attends international and local leisure showcases, conferences, tradeshows, functions etc. as a representative of both properties, ensuring that the quality image of the unique portfolio is portrayed, and that every opportunity is taken to promote the hotels and Marriott International.
• Conducts content checks on e-channels, websites, and printed/digital brochures to ensure accurate details about the properties.
• Takes responsibility for the compilation and execution of quarterly sales action plans as agreed with MP Assistant Director of Sales & Distribution/ MP Director of Sales & Distribution. Communicates any trends, updates, obstacles on a regular basis.
• Tracks monthly segment results, monitors production/weekly pick-up and handles the corresponding reports accordingly.
• Executes and supports the operational aspects of leisure business booked (incl. customer correspondence).
• Handles VIP guests’/partners’ reservations with utmost care and attention, communicates with respective departments for any required arrangements, meet & greets etc.
• Takes personal responsibility to ensure that standards are maintained and that available systems/tools are utilized to their full capacity.
• Maintains effective call objective, up-to-date activity and relevant information for each key account and ensures follow up is executed in a timely manner.
• Owns and ensures an efficient day-to-day operation of the leisure segment.
• Understands and is in a position to accurately hand over any leisure group and event enquiries to Groups & Events team.
• Takes personal responsibility for understanding the overall commercial strategy and budgetary guidelines, enabling empowered decision-making in all rate negotiations.
• Collaborates with marketing department for new initiatives, out-of-the-box ideas, etc. to drive performance and exposure.
• Participates in regular business reviews and strategy meetings providing an update on the travel segment performance and trends. Active involvement in the annual budget planning process.
• Supervises support staff in the planning, administration and execution of assigned tasks and any other sales related activities, as required. Assist when needed in recruiting, directing, managing, training and coaching sales associates.

Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue

• Understand hotels’ business mix and how leisure segment ties into overall strategy.
• Analyses and maintains knowledge of customers, leisure/wholesale market trends, competitors’ strengths and weaknesses, economic developments, supply and demand etc. to allow for optimal selling. Monitors, collects, analyses data and communicates information accordingly to adapt selling strategies and align sales activities according to needs.
• Closes the most profitable business opportunities for the hotels based on market conditions and location needs.
• Gains understanding of the hotels’ primary target customers and service expectations. Serves the customers by understanding their business, requirements and potential concerns in order to offer enhanced solutions both prior to and during the stay/program/event.

Providing Exceptional Customer Service

• Partners with reservations, revenue, hotel operations and other concerned departments to provide an exemplary customer service, while building long-lasting business relationships and loyalty to Marriott International
• Sets a positive example and collaborates with various departments to create distinctive moments for the clients on property, ensuring that expectations are exceeded.
• Executes and supports the company’s service standards, driving customer loyalty by delivering consistent service excellence throughout each customer experience.
• Interacts with clients to obtain feedback on product quality and service levels.
• Demonstrates high energy levels to motivate and inspire the team to focus on consistently providing the highest level of customer service.
• Conducts training for associates about leisure/wholesale segment, initiatives, requirements and expectations.

Additional Responsibilities

• Conducts and coordinates site inspections for hotels, as required.

• Performs other duties, as assigned, to meet business needs.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.