The Market Director is responsible for setting the direction and developing the strategy in all areas of market coverage across the four disciplines of Sales, Marketing, E Commerce and Public Relations.
Developing and managing all stakeholder relationships are crucial. The ability to select, manage and proactively develop a market sales organization, event booking centre, centralized public relations, marketing functions and a partnership with the revenue strategy team for the city are critical and an integral component of this position’s responsibility.
Developing and operating effective business processes with all sales, PR, e commerce, marketing and revenue strategy related channels which provide for seamless communication internally and externally.
Develop and implement a measurement and goal setting system for all areas.
Implement a compensation and benefits structure that is competitive and will allow the organization to attract and retain qualified associates for all positions.
Business Context
Operating a Dubai Shared Service Center (SSC) which covers Sales, Marketing, PR will leverage the existing managed Marriott portfolio of Brands in the Dubai marketplace and will allow for all the new opening hotels to ‘plug into’ the existing shared service center. Operating this SSC will leverage talent, resources and critical mass in a key dynamic market, with the core goal being to drive market share and profitability for Marriott and Owners.
CANDIDATE PROFILE
Experience
• The candidate should possess extensive experience of multiple hotel above property sales / revenue systems, Event Booking Centre and cluster organizations.
Skills and Knowledge
• Excellent selling skills and understanding of sales processes; can effectively up sell products and services; can bring a sale to closure
• Strong customer development and relationship management skills
• Ability to set accurate account and revenue goals for different properties
• Knowledge of marketing strategies
• Ability to develop and implement successful sales strategies for multiple properties
• Knowledge of all Marriott Lodging products, culture and brand strategies
• Knowledge of contractual agreements and legal implications
• Strategic planning skills
• Possesses excellent telephone sales skills
• Ability to set accurate account and revenue goals
• Knowledge of group, extended stay and transient business segments
• Ability to develop and implement successful sales strategies for individual accounts
• Ability to interpret market data and apply to sales strategy
• Knowledge of operations and associated challenges for all brands
• Knowledge of food trends, food and beverage composition and menu planning
• Knowledge of need time strategy as developed by Revenue Management
• Understands revenue management functions and account profitability
• Financial management skills e.g., ability to analyze P&L statements, develop and manage operating budgets, forecasting and capital expenditure planning
• Strong communication skills (verbal, listening, written)
• Strong presentation and platform skills
• Effective decision making skills
• Ability to influence others
• Effective coaching and development skills
• Strong organization 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
• Strong negotiation skills
• Effective conflict management skills
• Effective change 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
• Good training/facilitator skills
• Ability to effectively manage labor productivity
• Understanding of resort and/or competitive market
• Ability to use standard software applications and hotel systems including SFA, NGS, Delphi, etc.
Education or Certification
• High school diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred
• Previous Marriott experience
Responsibilities
The following are specific responsibilities and contributions critical to the successful performance of the position:
Sales and Marketing
• Develops and Communicates direction of Market Sales/EBC organization to direct team, hotels and Senior Leadership.
• Proactively develops and manages relationships with key market stakeholders and Hotels, internal and external, to ensure ongoing support for all sales efforts and teams.
• Proactively manages impact of changes in stakeholder support or participation in Market Sales/EBC team(s).
• Executes and delivers Sales Transformation in market, working with market and property resources to further offer stakeholder efficiencies with resource deployment across all sales platforms within the market.
• Effectively manages overlap between Market Sales, EBCs, Property, and Global Sales Organization (GSO).
• Works with Market Sales team and key stakeholders/Hotels to determine best accounts to deploy against.
• Develops and Manages Market’s E-commerce strategy, and business generation against predefined goals.
• Works with key stakeholders to evaluate, set goals and execute specific E-commerce activity benefiting Market hotels both at Market and property level.
• Manages and directs Market Sales team/EBC leaders/Property in execution of sales strategy to achieve assigned sales goals for individual properties. Sales focus includes reactive sales (EBC and non-EBC parameters), proactive account and segment sales, local and social catering, business travel sales and extended stay sales.
• Evaluates hotel participation in Market Sales and monitors performance. Develops and presents business cases as deemed necessary, for new property participation/new resource deployment.
• Has overall responsibility for managing EBCs in market. Evaluates hotel participation in EBC, monitors overall performance, monitors and manages leakage.
• Partners and manages all Marketing Communications to determine marketing and promotion needs for Market stakeholders, in conjunction with key stakeholders.
• Is a liaison between hotels and Market Sales/EBC teams. Focuses on two-way communication to ensure property revenue goals are attained.
• Represents all brands of Marriott Lodging when meeting with key sales account contacts.
Revenue Management
• Ensures That The SSC Has An Above Property Cluster Revenue Strategy Organization That Supports The Four Key Functions Of The Discipline For Rooms And Function Space
Market Revenue Strategy
Inventory Management
Revenue Analysis
Business Evaluation
• Creates a SSC Business Case which incorporates start up costs, running costs and location for the team
• Identifies the SSC location and office set up
• Establishes SSC operating procedures and processes to meet property, owner and Area/Regional expectations
Guest Satisfaction
• Reviews Market Sales and Catering guest satisfaction results to identify areas of improvement. Takes ownership of results and reviews findings with Market Sales/EBC teams to develop appropriate corrective action.
• 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 Market Sales/EBC Organization.
• Establishes clear expectations for customers and properties throughout the sales process.
• Effectively resolves guest issues that arise as a result of the sales process. Brings issues to the attention of property leadership team as appropriate.
• Transfers accurate, complete and timely information to operating departments at the properties.
Human Resources
• Selects Market Sales, EBC, PR & Marketing staff with the appropriate skills in a timely manner to meet the business needs of the SSC.
• Identifies SSC bonus and incentive programs for all four disciplines.
• Ensures participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, etc and works with the Dubai Business Council to identify relevant and worthy opportunities to continue to drive Marriott’s Spirit to Serve the Community initiatives).
• Develops implements and maintains a SSC orientation program for associates to receive the appropriate new hire training to successfully perform their job.
• Develops business goals and creates appropriate development plans. Assists associates based on their individual strengths, development needs, career aspirations and abilities.
• 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.
• Identifies performance expectations in accordance with job descriptions for each position and monitors progress.
• 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.
Financial Management
• Manages and develops operating budget for the SSC, (including controllable expenses such as advertising and promotions, operating supplies, travel expenses).
• Identifies labor scheduling and corresponding expenses for wages, bonuses and benefits.
• Identifies Month End reporting package.
Owner Relations
• Communicate all aspects of the SSC proposal to ensure understanding and proactively addresses potential areas of concern and proposes solutions to Owners
Other
• Performs other duties as assigned to meet business needs.
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