Consumer Operations Manager - Cape Town Marriott Hotel Crystal Towers

JOB SUMMARY

The position is accountable for proactively soliciting and handling sales opportunities. Ensures business is turned over properly and in a timely fashion for proper service delivery. Assists in leading all day-to-day activities related to sales with a focus on building long-term value-based customer relationships that enable achievement of sales objectives. Achieves personal sales goals.

CANDIDATE PROFILE

Education and Experience

2-year degree from an accredited university in Business Administration Marketing Hotel and Restaurant Management or related major; 3 years experience in the sales and marketing or related professional area.

OR

4-year bachelors degree in Business Administration Marketing Hotel and Restaurant Management or related major; 1 year experience in the sales and marketing or related professional area.

CORE WORK ACTIVITIES

Building Successful Relationships that Generate Sales Opportunities

• Works collaboratively with off-property sales channels to ensure sales efforts are coordinated complementary and not duplicative.
• Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls entertainment FAM trips trade shows etc.
• Develops relationships within community to strengthen and expand customer base for sales opportunities.
• Manages and develops relationships with key internal and external stakeholders.
• Provides accurate complete and effective turnover to Event Management.

Managing Sales Activities

• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g. generating proposal writing contract customer correspondence).

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

• Identifies new business to achieve personal and location revenue goals.
• Understands the overall market - competitors strengths and weaknesses economic trends supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the location based on market conditions and location needs.
• Gains understanding of the locations primary target customer and service expectations; serves the customer by understanding their business business issues and concerns to offer better business solution.

Providing Exceptional Customer Service

• Supports the companys service and relationship strategy driving customer loyalty by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Executes and supports the companys customer service standards.
• Provides excellent customer service consistent with the daily service basics of the company.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication-Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making -Identifies and understands issues problems and opportunities; obtains and compares information from different sources to draw conclusions develop and evaluate alternatives and solutions solve problems and choose a course of action.
• Professional Demeanor- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams -Actively participates as a member of a team to move the team toward the completion of goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing-Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
• Global Mindset-Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability- Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management- Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning- Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen -Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Communications and Media - Knowledge of media production communication and dissemination techniques and methods. This includes alternative ways to inform and entertain via written oral and visual media.
• Devising Sales Strategies and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales strategies that appropriately consider available facts constraints competitive circumstances and probable consequences.
• Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product service or idea from prospects and clients.
• Sales Call Facilitation - Ensuring that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers cues.
• Sales Coaching - Providing timely coaching guidance and feedback to help others excel on the job and meet key accountabilities.
• Sales Disposition - Demonstrating the traits inclinations and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
• Sales Implementations - Driving and supporting the implementation of sales strategies and systems; seeking and taking appropriate actions on feedback; taking responsibility for implementation success.
• Sales Opportunity Analysis - Understanding and utilizing economic financial industry and organizational data; accurately diagnosing customers business strengths weaknesses and key issues that can inform sales strategies and plans.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
• Mathematical Reasoning - Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension- Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing- Communicates effectively in writing as appropriate for the needs of the audience.