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Sales & Guest Services Mgr

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COVID-19 Vaccination Policy:
Employees must have received at least the first dose of the vaccine before beginning on-campus employment, be fully vaccinated within 30 days of beginning employment and provide proof of vaccination, unless exempted as provided for in Miami University's COVID19 Vaccination Program and Policy. If you need additional information regarding exemptions, please contact or

Job No: 501017
Department: Marcum Conference Center & Inn
Location: Oxford, OH
Work type: Salary Staff
Categories: Office, Clerical, Administrative Support, Other, Service
Status: Full Time
Temporary: No


Job Title: Sales & Guest Services Mgr
Salary/Grade: $55,000 - $65,000
Hours Per Week: 40

Job Summary:
The Marcum is Miami University's on-campus hotel operation with 55 hotel rooms and 10,000+ square feet of conference space. The Manager of Sales and Guest Services at the Marcum Hotel and Conference Center is responsible for all aspects of front desk operations and sales at the Marcum Hotel and Conference Center, including hiring, training. optimizing sales opportunities and ensuring a high level of customer service.

Duties/Physical Demands:
Manages hotel room inventory to maximize revenue and hotel occupancy to achieve budgeted goals:

  • Manages, hires, trains front desk attendants to ensure the highest level of customer service and guest confidentiality/security. Plans and implements SOP’s for efficient and professional operations. Provides supervision to all parts of hotel operations as required.
  • Assists in the development of the annual sales targets
  • Reports and analyzes sales results against planned objectives; takes appropriate action to maximize sales and coordination between areas
  • Assists in the preparation of the budget and ensures department operates within established guidelines.
  • Controls date availability and rates on guest rooms and function space
  • Establishes room rates to support the Marketing &Sales Plan
  • Follows up on progress of groups booked, such as room night pick-up, rooming lists and cut-off dates.
  • Keeps Director promptly and fully informed of all problems or unusual matters of significance so corrective action can be taken when appropriate.
  • Manages in compliance with federal, state and local laws and regulations as well as established Conference Center policies and procedures.
  • Contributes to the profitability and perception of guest satisfaction of other Conference & Events services.
  • Works to resolve guest incidents or conflicts that affect normal business operations and guest service.
  • Is knowledgeable of all safety and emergency procedures, and is attentive to accident prevention and reporting/documentation policies.
  • Abides by the policies of Miami University and assists in enforcing such.
  • Promotes good will by being courteous, friendly and helpful to guests, management and fellow employees.
  • Upholds the Conference Center’s commitment to hospitality and caring service.

Solicits, evaluates, sells and confirms external business to meet overall budgeted sales and profit margin:

  • Qualifies prospective leads as to profitability
  • Designs and proposes programs to meet client needs
  • Negotiates with client to achieve maximum profit while satisfying client needs
  • Assists in the development of the Marketing & Sales Plan

Formulates and executes sales and advertising projects for all market areas as stated in the Conference Center Marketing & Sales Plan to increase sales volume and profitability:

  • Directly coordinates cross-selling and joint marketing initiatives to maximize exposure and profitability. Solicits new and existing accounts to meet and exceed revenue goals through telephone prospecting, outside sales calls, data mining, site inspections and written communication.
  • Maintains effective plan of direct mail, electronic mail, print and social media
  • Reviews market analysis to determine client needs, occupancy potential, desired rates, package plans, special sales activities, promotions, public relations activities and materials, advertising, etc.
  • Participates as required in solving problems with other departments related to business booked in the Conference Center:
  • Problems with guest room and function space conflicts
  • Salvaging of accounts with threatened cancellation
  • Affects compromise between customer needs and Conference Center facilities
  • Contacts customers in-house to promote goodwill and foster additional business, repeat bookings and referrals
  • Enhances Conference Center’s community image and stays abreast of competition, new developments, and sales methods and techniques in the Conference Center industry to maximize profitability.
  • Attends trade shows, community events and industry meetings.
  • Prepares reports, as requested, to develop a more informative data base for improved management decision making and critical evaluation of work activities:
  • Monthly sales and revenue variance reports
  • Performs other related duties as assigned.

Minimum Qualifications:

  • Bachelor's Degree in management, business, hospitality, or relevant field; OR four (4) years of industry experience.
  • At least six (6) years of direct customer services experience.

**Internships, volunteer work, and other experience gained during the completion of degree programs may be counted toward this requirement. Industry experience and customer services experience may be earned concurrently.

Desired Qualifications:

  • 3+ years of sales related functions and 3+ years of supervisory experience

Knowledge, Skills and Abilities

  • Valid Driver's license required to travel for sales function
  • Outstanding oral and written communication skills
  • Excellent organizational skills and attention to detail

Diversity Statement:
Miami University is committed to creating an inclusive and effective teaching, learning, research, and working environment for all.

For more information on Miami University’s diversity initiatives, please visit the Office of Institutional Diversity & Inclusion webpage. For more information on Miami University’s mission and core values, please visit the Mission and Core Values webpage.

EO/AA Statement/Clery Act:
Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment should be directed to or 513-529-3560.

As part of the University’s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University’s Annual Security & Fire Safety Report at:, which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at (513) 529-2223.

Labor Law Posters for Applicants:
Miami University is committed to providing up-to-date information from the Department of Labor to our applicants for employment. Here, you will find links to the current information regarding the Family and Medical Leave Act (FMLA)Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA).

Benefits Eligible:



A criminal background check is required. All campuses are smoke- and tobacco-free campuses.

For questions regarding reasonable accommodations for disabilities, or to follow-up with a request, please contact or (513) 529-3560.

Advertised: 25 Oct 2022 Eastern Daylight Time

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