JOB SUMMARY
Core responsibilities will include the management of existing accounts and development of new business within the local and international leisure markets, specifically China and Asia. You will position the resorts in the leisure and groups segment at the respective markets as separate entities and on occasion as one destination, while communicating the key differentiators of each resort versus comp set and other similar resorts to ensure understanding of each products value. You will also penetrate the luxury segment to fit the resorts (directly and indirectly) and drive luxury business toward each property. There will be a core focus to ensuring that the higher Villa categories are a first sell and specific customers and bookers are targeted to align to sales targets in Wellness at each resort and for the 2 bedroom Villas in The Ritz-Carlton Ras Al Khaimah, Al Wadi. You will have a passion for sales, love exceeding targets and pursuing new and exciting business opportunities, while introducing the resorts visually and with language relevant content to key audiences and distributors.
You will need to ensure new and existing positioning is created to these accounts and their networks and to showcase the resorts and their assets to feature annually and in other campaigns to drive awareness and bookings. The use of experience visits (e.g. site inspections, FAM trips etc.) is also a critical driver to ensure knowledge is imparted to bookers and relevant company networks, this can both be in person and online. Connectivity with the Global Sales Organization (GSO), STARS & Virtuoso agents, Tour operators, HNWI\xe2\x80\x99s is key to support the growth and database of HNWI\xe2\x80\x99s and other lucrative booking channels.
Additionally focusing on targeting local communities, concierge companies, business groups, marketing to key lifestyle magazines, social media outlets etc. will assist positioning and revenue generation in the both hotel direct and Marriott channels e.g. Marriott, Ritz-Carlton and Bonvoy. Your role could encompass the uncovering, delivery and execution with the on property team of MICE engagements from the leisure and/or business sectors. Spa and Wellness remains a unique selling position for each resort and SMART plans to target and convert bookings year round on Wellness Journeys, Spa and Wellness activations will be part of the sales / marketing function.
A key part of the role will also be to supervise, lead and coach all in the resort and market on the country and luxury specific travelers and to fulfill targets, exceed expectations and deliver on KPI metrics in language and also image relevant communications at all touch points, internally and externally.
CANDIDATE PROFILE
Education and Experience

• High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required.

CORE WORK ACTIVITIES
Understanding Market Opportunities & Driving Revenue

• Targets Consortia FIT accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation.
• Identifies, qualifies and solicits new FIT and group / catering business to achieve personal and each property\xe2\x80\x99s revenue goals.
• Focuses efforts on FIT and group / catering accounts with significant potential sales revenue.
• Develops effective FIT and group / catering sales plans and actions.
• Designs, develops and sells creative catered events and happenings in the resort.
• Designs, develops and sells creative Adventure Center, Equestrian Centre and Spa & Wellness events and happenings in the resort. This is especially so in The Ritz-Carlton Spa at The Ritz-Carlton Ras Al Khaimah, Al Wadi Desert.
• Maximizes revenue by upselling packages and creative resort offerings and food & beverage.
• Targets group/catering accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation, as required.
• Partners with group/catering counterpart to effectively manage the business opportunity.
• Handles all group/catering opportunities for the resorts.
• Understands the overall market - competitors\xe2\x80\x99 strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for each property based on market conditions and individual property needs.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Assists other segments and drives coverage in times of need or as required and offered by the market to exceed results and steal share (STR).
• Works directly with partners and marketing to ensure collateral, features, inclusions, communications and information (image, video, and narrative) are all loaded, accessible, relevant and shared.
• Drives what matters for the resort and aligns to targets assigned e.g. Wellness Journeys, uplifting LOS, driving mid-week bookings, increasing shareof wallet for on resort spend, actively embraces new activations at the resort (e.g. new products / offering launched for sale / purchase etc.)

Providing Exceptional Customer Service

• Handles complex business with significant revenue potential as well as significant customer expectations.
• 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 and internationally to strengthen and expand customer base for group/catering sales opportunities.
• Supports brand\xe2\x80\x99s Service and Relationship Strategy, driving customer loyalty by delivering service excellence throughout each customer experience.
• Provides excellent customer service in order to grow share of the account.
• Executes brand\xe2\x80\x99s Customer Service Standards and property\xe2\x80\x99s Brand Standards.
• Executes and supports the business Customer Service Standards and property\xe2\x80\x99s Brand Standards.
• Participates in and practices daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the property and brand.
• Gains understanding of the property\xe2\x80\x99s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

Building Successful Relationships

• Works collaboratively with off-property sales channels (e.g., GSO, Partners, Market Sales, Strategic Account networks) internal and external to ensure sales efforts are coordinated, complementary and not duplicative.
• Manages and develops relationships with key internal and external stakeholders.
• Uses sales resources and trainings as support tools.
• Keeps DOSM updated on all market changes and updates on a day to day basis, this is also so for other leaders (as required).
• Effectively shares information for pricing and strategy to be aligned to maximize yield on ADR and availability at all times.
• Effectively builds strategies that target repeat and high performing (e.g. ADR, LOS, high on spend etc.) clients.
• Works on targets that are aligned / exceeding hotel metrics (P&L, KPI\xe2\x80\x99s) in respective markets that provide year round business and on spend.
• Drives affinity to direct clients (Bonvoy) and via network from GSO, other like-minded brands and products within MI to service and ensure we \xe2\x80\x9cstand out\xe2\x80\x9d above others.

Additional Responsibilities

• Utilizes all available MI channels and networks (e.g. Consortia reach and information, RAKTDA / DTCM market intelligence etc.)
• Utilizes intranet for resources and information.
• Conducts site inspections.
• Creates communications a required contracts, flyers, communication updates as required (& if required language specific).
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Adheres to the support of the department in cross functional activities e.g. lateral service, assistance to requests for additional on resort engagements etc.
• Builds collateral for internal and external use that targets HNWI, FIT, MICE and other relevant individuals and communities to exceed goals.
• Builds SMART account and market plans that support the hotel P&L and KPI\xe2\x80\x99s.

MANAGEMENT COMPETENCIES