Operations Manager (Hotel)

Supports the Priority Meetings Strategy and identifies and sources group leads that will meet at the Convention & Resort Network of hotels. Provides management of accounts that have potential group opportunities for Network hotels that have been identified and supplied by the Senior Manager of Analysis for the Convention & Resort Network. These accounts and/or specific meetings are considered high-value by the hotels due to: group/meeting size, catering contribution, arrival/departure patterns, and meeting dates held during need times, holidays, or traditionally slow timeframes. Manages the overall lead process, implementation of group initiatives, partnering with intermediaries as appropriate, providing on-going account service in the group segment, and closes coordination with field account team on activities relating to the group segment.

High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional. 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required.

4-year bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management.

• Account management experience.
• Experience selling large complex group business.
• Property knowledge of Convention & Resort Network hotels

Implements the overall Priority Meetings Strategy for the Convention & Resort Network of hotels.
Provides account management support for accounts focused on group segment with high-value meeting opportunities that will be identified by the Senior Manager of Analysis for the Convention & Resort Network.
Maintains mostly telephonic relationship with each accounts’ key group buyers (large and small), intermediaries, and other buyers globally who impact the accounts’ group buying process – either directly or through development of global account team members.
Provides project management oversight on the implementation of account-related initiatives in the group segment.
Handles all aspects of the group lead management process including: activities related to the customer presentation, timely and thorough correspondence with all hotels regarding lead status, and working with booking channels to help close the business
Retains, expands and grows account revenue through account growth and margin management
Sources leads to non-Network hotels for a booking fee.
Provides ongoing quality control of account data,booking fees and management reporting in all sales systems and tools
In partnership with the Enterprise Sales Team (EST), the role will execute sales deployment strategies that maximize the utilization of available sales resources.
Global Account Directors, eCommerce, Marketing) and market resources (e.g., Group Sales within the Sales Offices, Property Sales Leadership) to establish pull-through and sustainment of account strategies and selling solutions at the local property level
Coordinates and manages large group transactions (in Network and outside of the Network) with Group Sales in the Sales Offices and with sales managers in the hotels, on behalf of customers.
Leverages methodologies, technical expertise and business knowledge across the Network of hotels
Anticipates and identifies business opportunities and challenges and responds with a profitable strategy that aligns with overall business direction.
Marriott.com, group and transient intermediaries, field sales, worldwide reservation offices, sales tools, etc) in an effort to optimize sales revenues.
Applies the principles of strategic account management and team-based selling.
Performs other duties, as assigned, to meet business needs.

Manages relationships with the buyers of the accounts that book the largest and highest-valued leads to optimize account reach and share.
Serves as account’s “local service guarantee” by establishing that outstanding service delivery is maintained at every customer touch point, issues are resolved timely and to the customers’ 100% satisfaction.
Acts as the customer advocate through understanding account business objectives, needs and opportunities.
Identifies emerging business opportunities and risks in the market to determine strategic Sales and Marketing implications and provide feedback to key stakeholders (e.g., Enterprise Sales Team, Americas/Network Leadership, Group Sales within the Sales Office); partners with key stakeholders in account planning and determining strategy execution approaches for the market.
Develops a close working relationship with Destination Sales Managers and hotel operations staff to execute strategies at the property level.
Develops strategic relationships with secondary/non-central buyers with the purpose of driving market share and revenue to all Marriott brands
Maintains proper and timely communication with the account customer(s) to verify overall satisfaction and quick resolutions
advocate sound business decision-making; Collaborates effectively with peers, managers, and customers in a global and culturally diverse environment.
Works effectively in a virtual team-based environment.

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. The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International.