Sales & Marketing Executive at Marriott International, Inc.

Job Number 20051755
Location: Ikot Ekpene, Akwa Ibom
Schedule: Full-time
Job Category Sales and Marketing
Position Type: Non-Management / Hourly

Job Summary

• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling.
• Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates).
• Promote awareness of brand image internally and externally.
• Process requests for redeeming Marriott Bonvoy points.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Enter Marriott Rewards information into appropriate software when taking guest reservations.
• Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
• Assist management in training and motivating employees; serve as a role model.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.
• Promote awareness of brand image internally and externally.
• Develop marketing materials and assemble information packages (e.g., brochures, promotional materials, maps) for promotional events, property tours, and conferences.
• Prepare or edit letters, invitations, monthly and quarterly press reports, and news releases, using word processing, spreadsheet, database, or presentation software.
• Make updates to property website and monitor website for accuracy on a weekly basis.
• Handle magazine photo shoots on property.
• When public relations director is not available, response to all daily general media inquiries or refer to an appropriate spokesperson.
• Help to monitor media coverage and other external factors to identify potential or actual problem areas and opportunities.
• Support media relations outreach efforts and other activities to bolster the property's reputation and image in the community.
• Coordinate on-property visits from media, including reservations, amenities, special requests, and dining. File and update press database, digital library, and press clippings.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Job Responsibilities
Policies and Procedures:

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations:

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication:

• Exchange information with other employees using electronic devices.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management:

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others:

• Develop and maintain positive and productive working relationships with other employees and departments.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks:

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales:

• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
• Promote awareness of brand image internally and externally.
• Develop marketing materials for promotional events, property tours, and conferences.
• Gather materials and assemble information packages (e.g., brochures, promotional materials, maps, price lists, or menus).
• Assist in coordinating custom property familiarization trips for clients.
• Order collateral and office supplies.

Rewards and Gift Certificates:

• Enter Marriott Bonvoy information into appropriate software when taking guest reservations.

Public Relations

• Refer requests for information from the media to an appropriate spokesperson or information source.
• Prepare or edit letters, invitations, monthly and quarterly press reports, and news releases, using word processing, spreadsheet, database, or presentation software.
• Handle magazine photo shoots on property.
• Support activities and initiatives to bolster the property's reputation and image in the media and in the community.
• Make updates to property website by making changes directly to the website or by coordinating with appropriate others in order to make updates.
• Support media relations outreach efforts, including pitching ideas and events, interview facilitation, and media tours.
• Respond to all daily general media inquiries via email, phone, and/or written correspondence
• Coordinate on-property visits from media, including reservations, amenities, special requests, and dining.
• Update digital library and press clippings as needed.
• Attend daily line-ups promptly.
• Monitor media coverage and other external factors to identify potential or actual problem areas and opportunities.
• File information and update press database, including list of all media contacts and media distribution lists (e.g., contact information, magazine circulation and demographics).
• Assist with on-site media relations for local events, including, but not limited to, grand openings / anniversaries, marketing / promotional events, and other press functions.

Education

• High school diploma / G.E.D. equivalent
• Related Work Experience
• At least 2 years of related work experience
• Supervisory Experience
• No supervisory experience is required

Competencies
Analytical Skills:

• Computer Skills
• Problem Solving
• Decision-Making
• Learning

Interpersonal Skills:

• Interpersonal Skills
• Team Work
• Customer Service Orientation
• Diversity Relations

Communications:

• English Language Proficiency
• Listening
• Writing
• Communication
• Telephone Etiquette Skills
• Applied Reading
• Electronic Communication

Personal Attributes:

• Dependability
• Adaptability / Flexibility
• Positive Demeanor
• Integrity
• Initiative
• Stress Tolerance
• Innovation
• Self-Development

Organization:

• Multi-Tasking
• Time Management
• Planning and Organizing
• Detail Orientation

Sales:

• Product Promotion
• Contract Negotiation
• Client Management
• Patience
• Go-Getter Attitude
• Reliable
• Flexible

Administration:

• Typing

Public Relation:

• Media Communication
• Social Media Management

Physical Abilities:

• Visual Activity Preferred Qualifications