Job summary
the account specialist executes the merchandising of group, contract, business transient and/or extended stay sales opportunities by using marriott’s sales information systems and technology. The role serves as the point of contact between customers, aso sales managers and directors, hotels, and internal stakeholders, providing dedicated administrative and transactional sales support. In this role, the account specialist supports sales execution and customer satisfaction by ensuring inquiries are handled in a timely and efficient manner, systems are kept up to date, and business is transitioned accurately to hotels. The account specialist supports account managers and/or directors in meeting internal and external customer expectations the account specialist role supports deployed and non ‑ deployed accounts and prospect accounts within the aso portfolio. The position provides operational and administrative support to account leaders and hotels in accordance with aso processes and guidelines.
this position will be located in mexico city.
candidate profile
education and experience preferred
* preferred 2 years’ experience in sales and marketing, guest services, front desk or related professional area or a 2 year degree from an accredited university in business administration, marketing, hotel and restaurant management required.
* experience in hospitality, group sales, reservations, or sales support preferred.
* strong preference for candidate who speaks english.
core work activities
sales management
* execute and support sales activities aligned to account strategies and sales plans as directed by account managers and/or account directors.
* support preparation of proposals, presentations, responses, and customer materials using approved tools and templates.
* collaborate with leaders and sales to maximize account value.
* act as support between aso and hotels to ensure all parties are fully informed.
* assist in the organization of customer events and engagement activities.
* gather and organize competitive or market intelligence as directed.
* understand industry processes (pricing, rfps, proposals) and legal considerations.
* execute marriott’s customer service standards and brand standards.
managing work, projects and policies
* evaluate, qualify and respond to leads in a professional and timely manner. Majority of communication will be via telephone, email and sfaweb|ci/ty. leads and follow-up communication from hotels will be generated through sfaweb|ci/ty.
* act as the liaison between customers, aso leaders, and hotel(s) to support proposal delivery, booking conversion, and transition of confirmed business.
* maintain accurate and up ‑ to ‑ date data across required sales systems and databases.
* ensure business is transitioned to designated property appropriately and in a timely manner for proper service.
* provide service support to customers to facilitate group room, catering, and event bookings in alignment with aso direction.
* participate on project and account teams, executing activities that support strategic account management and team-based sales models.
* join sales managers on sales calls, as appropriate.
* support strategic account plans and participate in funnel and business review meetings as requested.
* for assigned accounts, provide proactive account management with primary focus on the group segment, catering and events. maintain both telephonic and face-to-face relationship with each accounts’ key group buyers/intermediaries who impact the accounts’ group buying process.
* for prospect group and events opportunities in the market, provide proactive account management with primary focus on the total revenue generation on room, catering and events and keep on growing the account preference with marriott hotels for repeated bookings.
* provide sales program/event coordination (e.g. Hotel excellence, meeting excellence, mi exchange, fam trip, and s trade shows), reporting support, and/or general administrative support, as needed.
* support strategic account plans and participate in funnel and business review meetings as requested.
* develop and maintain effective working relationships with internal and external customers by providing professional and responsive service.
* maintain working knowledge of marriott brands, regional hotel offerings, and competitor landscape.
maintaining business goals
* establish and maintain complete and up-to-date lead response information in sfaweb|ci/ty and alternate information systems to ensure accurate reporting.
* assist with the closing of business opportunities to ensure team and departmental goals are met.
* generate and organize sales reports utilizing internal data systems (e.g. Sfaweb|ci/ty, mint).
* support operating budgets and venue targets to support the aso business plan.
* monitor and evaluate aso office processes and procedures; recommend improvements as necessary.
* prepare and analyze standard sales reports and statistics.
* support tracking and reporting of group and catering booking fees in coordination with aso leadership and accounting teams.
demonstrating and applying discipline/functional knowledge
* use standard software applications such as ms office, sfaweb|ci/ty, mrdw, etc.
* act decisively to recover from mistakes. Know how to develop/propose/initiate solutions and when to involve a leader.
* act independently to improve and increase skills and knowledge.
contributing to teams
* navigate the mi organization to achieve collaboration by leveraging relationships and knowledge.
* identify and cultivate relationships with key colleagues and stakeholders in other parts of the organization.
* work effectively in a virtual team-based environment.
leading/managing teams
* assist in the onboarding of intern and new team members
additional responsibilities/competencies
* prepare, edit and proofread written documents (e.g. daily logs, business letters, memoranda, reports, etc.) to ensure accuracy and completeness.
* express oneself clearly, concisely and effectively through written and verbal communications.
* approach opportunities with a positive, open-mind.
* display creativity and innovation to identify opportunities to improve departmental processes and programs that will enhance team productivity and/or business results.
* gain the confidence and trust of others through consistent demonstration of authenticity and ethical standards.
* maintain confidentiality of proprietary materials and information.
* perform special projects and other duties, as assigned.
* is fully conversant with required systems, tools, and technical equipment and follows established procedures.
* takes ownership of adherence to marriott international standards and business conduct guidelines.
* performs other duties as assigned to meet business needs and support teamwork.
management competencies
building relationships
coworker relationships
* builds strong working relationships.
* shares thoughts and feedback in a professional way.
* considers how own behavior impacts others.
* explains work in a way that encourages cooperation from others.
customer relationships
* shows an understanding of customer/stakeholder expectations.
* listens and responds to customers/stakeholders with empathy.
* builds rapport and trust with customers/stakeholders to promote loyalty.
* anticipates and quickly responds to customer/stakeholder requests or issues.
* explains policies in a way that helps customers/stakeholders understand.
global mindset
* helps others feel valued and included.
* works well with others regardless of their background or characteristics.
* models the company culture of service, opportunity, respect, and fair treatment.
* acts when others are treated unfairly or are not valued and respected for their unique skills.
* listens to and acknowledges different ideas and viewpoints.
generating talent and organizational capability
organizational capability
* shows an understanding of how each role on the team contributes to the work.
* shows an understanding of goals, processes, and reporting relationships within the department.
* understands scope of own decision ‐ making authority.
talent management
* provides, seeks, and acts on constructive feedback.
* shows an understanding of performance expectations.
* works with manager to set and prioritize developmental goals.
* builds relationships to attract top talent.
* participates in the hiring process and helps with on ‐ boarding new associates.
leadership
adaptability
* stays calm and focused during stressful situations.
* asks questions to understand why change is happening.
* uses resources to help deal with change or challenges.
communication and professional demeanor
* expresses ideas in a clear and concise way.
* actively listens and responds to others with understanding.
* appropriately interprets verbal and non ‐ verbal behavior.
* displays professionalism and gains respect from others.
problem solving and decision making
* recognizes issues and makes suggestions to solve problems related to daily work.
* breaks complex issues into manageable parts.
* asks questions and gathers information before making a decision.
* identifies and considers alternatives and their possible impact before making decisions.
* makes decisions and takes action in a reasonable amount of time.
learning and applying professional expertise
applied learning
* sets career goals and identifies areas for development.
* uses available resources and challenging assignments to improve performance.
* shares own learnings and best practices with others.
* completes assigned training on time.
business acumen
* shows an understanding of how own work impacts company and department performance.
* shows an understanding of the drivers of company and department performance.
* identifies innovative ways to improve productivity and associate and customer/stakeholder satisfaction.
technical acumen
* performs technical and complex tasks and solves problems within area of expertise.
* models technical excellence and communicates the benefits of specific techniques in area of expertise.
* uses appropriate facilities, equipment, and materials to perform the job.
* follows current policies, procedures, and legal requirements.
managing execution
building and contributing to teams
* works with team members to meet shared goals.
* shows an understanding of how the team contributes to broader success.
* shares with team members information needed to accomplish work.
* tells other team members when they are doing a good job.
driving for results
* takes responsibility for being innovative and delivering work that exceeds requirements.
* learns from mistakes.
* participates in setting goals for the team or department.
* looks ahead and lets manager know about possible challenges in completing assigned work.
planning and organizing
* keeps track of own current and future workload to make sure everything is completed on time.
* prioritizes own activities and makes adjustments when appropriate.
* asks for and uses available resources to complete work.
at marriott international, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. 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. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.