Business Travel Account Manager

Position Title:

Account Manager, Business Travel (BT)

Date Created:

November 2019

Functional Job Family:

Sales & Marketing

Primary Job Family:

30- Individual Contributor

Career Band:

Red

Reports to:

Department:

US Account Sales

JOB SUMMARY

This primary function of the Business Travel (BT) Account Manager is to provide support to their assigned accounts in the BT segment. The position will support the US Account Sales Leader and/or Senior Account Executives (SAEs) in the creation and execution of the BT strategy; maintain relationships with all of the accounts’ central BT buyers and intermediaries and interact with Marriott's Field sales and Revenue Management teams in executing the BT RFP. Specific responsibilities include: (1) overall coordination and execution of the RFP process (RFP), (2) implementation of BT initiatives (e.g. Gap analysis, Hoteligence research / analysis etc., (3) facilitation of intermediary promotional and educational activities, (4) on-going account service in the BT segment and (5) management of property/field coordination on activities relating to the BT segment.

CANDIDATE PROFILE

Education and Experience Preferred

Required:

• High school diploma; 4 years’ experience in sales and marketing
OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years’ experience in the sales and marketing or related professional area.

Preferred :

• 4 year college degree.

• Total Account Management experience.

• Experience managing the BT sales process or equivalent experience with a major hotel chain or Travel Management Company (e.g. American Express, Carlson Wagonlit, etc.

• Team-based selling experience.

CORE WORK ACTIVITIES

Managing Work, Projects, and Policies

• Provide proactive account management support with primary focus on the BT segment. Maintain mostly telephonic relationship with each accounts’ Hotel Program Manager, Travel Management Company, pricing intermediary, and other buyers globally who impact the accounts’ BT buying process.

• Assist US Account Sales Leader or SAE with the development and implementation of sales strategies in the BT segment, including (but not limited to):

o Project team RFPs

o Gap Analysis

o Create BT Account Workbook

o Execution of the Global Preferred Partner Program (GPP) if applicable

• Handle all aspects of the BT pricing process:

o Assist SAE in the analysis of internal/external hotel spending data for the purpose of selecting hotels to be included in the account proposal.

o Assist SAE in the quality-control process of BT portfolio offering prior to customer presentation.

o Correspond with all accepted/rejected hotels; oversee rate-loading and GDS pull-through, etc.

o Coordinate pricing for hotels added to the system mid-year, or as new markets emerge due to the accounts’ acquisition of new businesses, etc.

o Conduct rate audit/Follow-up on all rate discrepancy issues.

o Coordinate strategy on courtesy rates

• Provide ongoing quality control of account data and management reporting.

• Act as liaison between MARSHA and GDS support desk.

• Proactively partner with designated travel agencies, Pricing Account Services, and the GDS / PAS Team to audit rates for accuracy and accessibility.

• Provide support to properties on the BT segment (e.g. – customer trends, buying location changes; provide guidance regarding compelling business cases, etc.)

• Research and analyze account information and relevant data to identify new business opportunities in the BT segment and partner with the US Account Sales Leader / SAE to create innovative solutions for the customer.

• Provide project management oversight on the implementation of account-related initiatives in the BT segment. (i.e.: Brand Recognition, Agency Visit, Account Recognition/Company of the month calendar updates, Business review slide semi-annual)

• Maintain accurate and up-to-date BT account information in Empower/MarRFP/SAPPs

• New Hotel/Pre-Opening Hotel, proactively research & identify properties that should be considered for inclusion in preferred programs

Maintaining Business Goals

• Achieve and exceed goals including performance goals, revenue/room night goals, team goals, etc.

• Develop specific goals and plans to prioritize, organize, and accomplish assigned responsibilities.

• Submit account plans/reports/data requests in a timely and accurate manner.

Demonstrating and Applying Business/Discipline Knowledge

• Share trends/Demonstrate knowledge of job- and industry-relevant issues, products/services, systems, and processes.

• Use standard software and applications such as Empower, Office 365, Hotelligence, MRDW, etc.

• Conduct basic financial analysis and exhibit understanding of revenue management.

• Articulate knowledge of Marriot brands, business needs, and pricing strategies.

• Use relevant internal and external data (e.g. account production, competitor information, industry trends) to formulate recommendations and influence business strategies that drive greater market penetration in the BT segment.

Contributing to Teams

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound business decision-making; demonstrate honesty/integrity; lead by example.

• Motivate and provide a work environment where associates are partnering effectively to deliver sales goals and customer commitments.

• Collaborate effectively with peers, managers, and customers in a global and culturally diverse environment.

• Work effectively in a virtual team-based environment.

Additional Responsibilities

• Inform and/or update stakeholders on relevant information in a timely manner.

• Manage time efficiently and demonstrate effective organizational skills.

• Present ideas, expectations and information in a concise, well-organized way.

• Provide sales program/event leadership, reporting support, and/or general operational and administrative guidance, as needed.

• Perform other duties, as assigned, to meet business needs.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

o Sales Call Facilitation - Ensures that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customer cues.

o Financial Acumen - Solid understanding of revenue and profitability drivers for Marriott International’s properties and brands (e.g., ability to analyze Profit and Loss (P&L) statements, develop operating budgets, forecasting and capital expenditure planning).

o Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

o Knowledge of Contracts - Knowledge of contractual agreements and legal implications.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

o Reading Comprehension – Understands written sentences and paragraphs in work related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.