Mgr-Destination Services
The Ritz-Carlton Grand Cayman
JOB SUMMARY
Responsible for the sales leadership and daily operations of the Destination Services Department. The duties include but are not limited to identifying new revenue opportunities, achieving team sales targets, writing proposals, group sales coordination, program development, budget management, sales forecasts, labor management, hiring and supervision of staff, purchasing of supplies, and liaising with other departments including, but not limited to the Executive Team, Corporate Office, Sales and Events Team.
This role requires a strong blend of luxury hospitality sales expertise as well as operational understanding. Handles all aspects of a client’s program (e.g., transportation from airport) and all off property events. Coordinates vendor’s participation and prepares informational packets. Reviews client contracts and discusses details with department’s sales managers. Provides inter-department communication (e.g., guest services, catering, and accounting). Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Develops specific goals and plans to prioritize, organize, and accomplish your work.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; minimum 2 years of experience in Destination Services Sales Role with at least 1 year in supervisory role; Guest services or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, minimum 2 years of experience in Destination Services Sales Role with at least 1 year in supervisory role; Guest services or related professional area.
CORE WORK ACTIVITIES
Managing Day to Day Activities
• Implements the customer recognition/service program, communicating and verifying the process.
• Planning and management of annual departmental budget
• Reviews client contracts and discusses details with department's sales manager.
• Orders and reconfirms vendors involved in programs.
• Staffs events and orders transportation.
• Obtains manifests and schedules vehicles for airport moves.
• Verifies all aspects of the program with the client.
• Monitors functions off-property.
• Conducts client site inspections when requested.
• Provides inter-department communication (e.g., guest services, catering and accounting).
• Assists program coordinators with their program details if applicable.
• Obtains client guarantees.
• Updates arrival/departure manifests.
• Dispatches tours and coordinates airport arrivals/departures.
• Reviews and approves all vendor invoices.
• Completes client billing recaps and invoices with help from administrative coordinator.
• Monitors client deposits and signing of client contracts.
• Coordinates departure notices with client and bell captain.
• Prepares field staff information packets during program operation.
• Manages and operates optional tour sign-ups.
• Initiates client follow up letters and evaluation forms with help from administrative assistant.
• Monitors field staff that work in the Destinations area.
• Coordinates field staff uniforms, name tags and training.
• Organizes annual field staff meeting.
• Provides on-going quality control of all vendors and staff that support the department.
Supporting Management of Teams
• Utilizes interpersonal and communication skills to influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Understands associate positions well enough to perform duties in associates' absence.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
Providing Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and retention.
• Initiates client introduction.
Supporting Human Resource Activities
• Identifies the developmental needs of others and coaches mentors, or otherwise helps others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Additional Responsibilities
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
MANAGEMENT COMPETENCIES
Leadership
• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• 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 - Leads and participates as a member of a team to move the team 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 for self and/or others 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 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 team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance 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 team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct
o Transportation/Parking - Knowledge of procedures and techniques for traffic control, secure transportation, vehicle operation and detailing, parking/valet, navigation of the local area, local traffic laws and parking permits, secure licenses appropriate for driving, commercial driver's license, etc.
o Problem Resolution- Ability to record, track and resolve guest problems via property software (e.g., Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.
• 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 - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.