Account Manager: Leisure - Germany, Austria & Switzerland

The Account Manager Leisure manages and/or provides dedicated support to a targeted portfolio of complex GSO accounts. The position builds and maintains business relationships with key buying influencers to achieve account market share goals across assigned Marriott brands. The primary focus is on opportunities to increase preference, loyalty, and improve the overall buying process by emphasizing an ‘ease of doing business with Marriott’. In the role of Account Manager, Leisure this position has direct accountability for sales activities within their assigned accounts.

The role of the Account Manager Leisure is to support the GSO vision and mission by leveraging Marriott’s products and services as a team leader or team member within their assigned account portfolio. By utilizing the processes of strategic account management and team-based sales, this position will be responsible for increasing Marriott’s preference, loyalty and profitable share within their assigned accounts and contribute to overall GSO success through the direct sales efforts of Revenue Generation and Value Creation.

BUSINESS CONTEXT

The Account Manager Leisure provides dedicated support to a targeted portfolio of small- to mid-size GSO accounts.

Can work as a member of an account team on complex GSO accounts; assists in developing or develops and maintains goals and key strategies which led to profitable revenue generation within the account, business segment or region. In the role of Sales Manager, Account Manager Leisure,

this position has direct accountability for select transactional sales activities within their assigned areas.

This position will be located in Eschborn/ Frankfurt.

Education and Experience Preferred

• 3+ years sales and marketing experience required.

• Total Account Management experience preferred.

• Hospitality sales experience preferred.

• Strong preference for a candidate who speaks German & English fluently

• Experience in either of the segments Tour Operator, Travel Agency or Hospitality Industry is a plus

Account Management

• Accurate qualification of potential accounts; re-qualification of existing accounts.
• Establishes and maintains complete and up-to-date information on each account. This includes a thorough understanding of the account’s needs, history, plans, issues, organizational structure, strategies, existing business alliances and key competitors.
• Maintains account information in Sales-Force Applications to ensure accurate and up-to-date account reporting.
• Manages all resources within budgeted guidelines.
• Proactively develop goals and objectives to support the strategic account plan.
• Represents all brands of Marriott International
• Facilitates regular education for clients on brands and programs and advocates customer voice internally.
• Responsible for proactive account or segment sales.
• Supports data gathering, reporting & tracking functions.
• Handles client complaints and solves them with a systematic problem-solving approach.

Revenue Generation

• Identifies, develops, initiates and manages opportunities based on their fit with broader strategic account initiatives.
• Identifies key purchase points and decision-makers that influence the “buy” decision.
• Networks account teams to maximize coverage of key contacts and revenue streams.
• Partners with HQ support for annual pricing process, requests for pricing (RFPs) and related maintenance activity.
• Relates customer needs to product capabilities.
• Routinely quantifies the business impact to both the customer and Marriott.
• Works with Revenue Management to support account strategy in-market.

Value Creation

• Anticipates and quickly seizes opportunities not obvious to others to build customer satisfaction.
• Brings cross-functional and cross-business knowledge to bear in developing business solutions.
• Delivers value-added products and services to create long term customer loyalty.
• Establishes and maintains relationships with key buying influences by developing and delivering ‘ease of doing business’ solutions that create and provide unique value and positioning.
• Positions self as “Subject Matter Expert” in terms of customer or account activity, business segment activity or market/region activity.
• Pursues initiatives to capitalize on strengths and market opportunities, and to counter competitive threats

Customer Preference & Loyalty

• Conducts information-oriented sessions at each level of influence within the account or customer base in order to foster and maintain commitment to Marriott as a strategic supplier/partner.
• Counsels internal stakeholders on optimal negotiating stance.
• Delivers value-added products and services to create long term customer preference and loyalty.
• Delivers on commitments to customers.
• Focuses on two-way communication to ensure win-win relationship is maintained.
• Proactively seeks feedback from customers using resources and tools of GSO.
• Uses knowledge of Marriott’s operations, its markets and competitors to promote dialogue and enrich customer interactions.

Market Integration & Leadership

• Assists people from diverse cultures and backgrounds to effectively contribute and succeed in the account team.
• Demonstrates benefits of total account management and team-based sales.
• Ensures that account sales strategies are communicated, implemented and updated as market conditions fluctuate.
• Facilitates educational opportunities that enhance credibility and integration between GSO and internal stakeholders.
• Identifies and cultivates relationships with key colleagues and stakeholders in other parts of the organization.
• Participates in professional and industry organizations
• Participates with account team in market pull-through activity.
• Provides opportunities for communicating account needs throughout organization.
• Supports ‘in-market’ needs of properties in a given regional area.
• Utilizes account team for Best Practice sharing and problem solving.

Other

• Performs other duties as assigned to meet business needs.

• Builds credibility with others and encourages strong working relationships.

• Creates a work environment in which others feel comfortable sharing thoughts and feedback.

• Shows awareness of how own behavior impacts others and the work environment.

• Encourages others to work together.

• Models and empowers others to anticipate and respond to customer/stakeholder preferences and feedback.

• Clearly explains policies in ways that create strong customer/stakeholder relationships.

• Monitors customer/stakeholder satisfaction and takes appropriate action.

• Resolves customer/stakeholder issues and concerns raised by others.

• Creates an environment where everyone is valued and included.

• Models and coaches others on representing 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.

• Looks for and uses ideas and opinions from diverse sources.

• Attracts, develops, and retains a multicultural and multigenerational workforce.

• Gives all associates the opportunity to achieve their full potential.

• Organizes activities that promote inclusion.

• Maintains an awareness of changing customer/stakeholder and associate characteristics.

• Ensures the work is organized so it can be effectively completed.

• Continuously improves work processes.

• Brings together the appropriate mix of associate knowledge and skills to complete work.

• Coaches others on scope of technical decision‐making authority.

• Uses meetings and other forums to regularly communicate status of work.

• Provides, seeks, and acts on constructive feedback.

• Develops others by identifying needs and providing resources in area of expertise.

• Uses professional networks to attract top talent in area of expertise.

• Participates in the hiring process and ensures successful on‐boarding of new associates.

• Models and coaches others on staying calm and focused during stressful situations.

• Communicates to others why change is happening and how it impacts their work.

• Models flexibility when managing multiple demands and changing priorities.

• Provides resources that help others deal with change and challenges.

• Adjusts team and own priorities when experiencing change or challenges.

• Determines how change impacts stakeholders and communicates concerns to leadership.

• Clearly presents complex information using different methods.

• Adapts communication style based on the audience.

• Demonstrates active listening to ensure understanding.

• Models and coaches others on appropriately interpreting verbal and non‐verbal behavior.

• Models and coaches others on displaying professionalism and gaining respect from others.

• Identifies issues and makes suggestions to solve complex problems affecting daily work.

• Models and coaches others on breaking complex issues into manageable parts.

• Looks for and shares information with others before making a decision.

• Models and coaches others on identifying and evaluating alternatives and their implications before making decisions.

• Involves and gains agreement from others when making key decisions.

• Makes complex decisions and works with others to implement solutions in reasonable amount of time.

• Sets own career goals and identifies developmental areas for self and others.

• Uses resources and challenging assignments to improve performance of self and others.

• Gathers, shares, and uses information about industry and discipline trends and best practices.

• Budgets for training to support associate development, as applicable.

• Coaches and holds others accountable for professional growth.

• Ensures others understand how their work impacts property and team performance.

• Coaches others on the drivers of performance and their impact on key business and property metrics.

• Shows an understanding of how different customer/stakeholder groups have different revenue potential.

• Identifies innovative ways to improve, productivity, customer/stakeholder satisfaction, and profitability.

• Maintains advanced technical knowledge and skills and models their use for others.

• Models and promotes the appropriate use of facilities, equipment, and materials to perform the job.

• Demonstrates and shares expertise in policies, procedures, and legal requirements.

• Manages and completes complex technical assignments and coaches others on solving advanced technical issues.

• Demonstrates and reinforces technical standards and processes to support work requirements.

• Identifies innovative technical approaches and communicates how they can improve processes or business functioning.

• Promotes teamwork by explaining how each associate supports shared goals.

• Builds commitment to team goals by explaining how they support department and property success.

• Works with team members to solve issues and make decisions that impact them.

• Manages disagreements among team members.

• Recognizes department, team, and individual achievements.

• Creates a team environment that encourages accountability, high standards, and innovation.

• Makes sure others understand performance expectations.

• Sets and tracks goal progress for self and others.

• Monitors the work of others to ensure it is completed on time and meets expectations.

• Breaks down barriers so team members can accomplish their work.

• Prioritizes group activities based on importance, urgency, and impact to goals.

• Manages team workload and delegates assignments appropriately.

• Ensures team members have the equipment, materials, and other resources needed to accomplish their work.

• Avoids conflicts when setting project timelines and communicates key milestones and deadlines to others.