Multi Property Director of EBC
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Key skills for this role
About the Role
JW Marriott seeks a Director to lead the Event Booking Centre (EBC) across multiple properties. The role drives end-to-end sales, manages a team of 18, and ensures revenue targets and guest satisfaction.
Key Skills for This Role
Responsibilities
- Lead and manage the Event Booking Centre (EBC) and its associates daily
- Drive end to end sales effort to deliver financial goals for all participating hotels
- Maximize revenue by upselling packages and creative food and beverage
- Set direction to ensure Sales Team achieves goals
- Analyze period end data to identify trends and improve sales results
- Interview, hire, and develop management and hourly associates
- Manage shared service operating budget and control expenses
Requirements
- Previous experience with a large scale or multi site EBC environment
- Excellent selling skills and understanding of group sales processes
- Strong customer development and relationship management skills
- Ability to set accurate revenue goals for team
- Knowledge of Marriott Lodging products, cultures and brand strategies
- Financial management skills (e.g., analyze P&L, develop budgets, forecasting)
- High School Diploma or equivalent required; Bachelor's Degree in Hospitality Management preferred
Full Job Posting
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.
Candidate Profile
- Previous experience with a large scale or multi site EBC environment
- 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
Education or Certification
- High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred
Sales and Marketing
- Provides sales functional expertise to participating hotels.
- Maximizes revenue by upselling packages and creative food and beverage.
- Sets direction to ensure that Sales Team achieves goals.
- Understands and achieves team and individual goals.
- Provides critical input to market leaders for development of property and overall market sales strategy.
- Participates in weekly sales strategy meetings.
- Works collaboratively with property/cluster Revenue Management and Event Management personnel to effectively manage the placement and execution of sales opportunities.
- Provides ongoing feedback and recommendations to improve effectiveness of overall sales office processes.
- Works with market leadership to encourage non participating or new hotels to join the sales office
- Analyzes period end and other available systems data to identify trends, future need periods and obstacles to achieving goals.
- Provides targeted and timely communication of results and other achievements and challenges to the Director of Marketing.
- Reviews turnover to the Event Planning team for consistency and completion.
Revenue Management
- Ensures that sales strategies are communicated, implemented and updated as market conditions fluctuate.
- Utilizes property diagnostic process (PDP) in order to maximize revenue and profits.
- Monitors local, regional and International business outlook and provides updates to Revenue Management.
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 properties.
- Ensures effective resolution of guest issues that arise as a result of the sales process.
- Participates in guest satisfaction review sessions with Sales Team to help identify areas of improvement.
- Works with Director, Sales Office to incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Supports the customer recognition program in effect at the X Sales Office.
Human Resources
- Interviews, 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.
- 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.
- Administers sales bonus and incentive programs.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with associates.
- Actively solicits feedback, utilizes an 'open door' policy and reviews associate satisfaction results to identify and address associate problems and concerns.
- Manages associate progressive discipline procedures for areas of responsibility.
- Ensures regular on going communication is happening in all areas of responsibility.
Financial Management
- Participates in the development of annual shared service operating budget.
- Manages the shared service operating budget including controllable expenses to achieve or exceed budgeted goals.
- Makes recommendations on staffing levels based on projected turnover, seasons, changes in market conditions and call volume.
- Prepares weekly and period end P&L critiques.
- Understands the operation’s impact on the overall financial goals of participating properties and educates staff on details as appropriate.
Management Competencies
- Sales and Marketing Management: Focuses on building the hotel’s top line revenue by executing against the sales strategy.
- Revenue Management: Works with Revenue Management to ensure proper pricing, appropriate transient and group mix and implementation of sales strategy.
- Guest Satisfaction: Ensures sales process meets or exceeds guest needs.
- Human Resources: Selects, develops and retains a diverse hourly and management workforce to generate revenue and provide sales expertise.
- Financial Management: Develops and manages annual operating budget to achieve or exceed budgeted revenue expectations.
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
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