POSITION SUMMARY
You will be the dedicated contact for the client throughout the planning phase, ensuring that the clients’ expectations are exceeded, while also upselling to maximise revenue. The role will work closely with Sales & Revenue departments as well as the hotel’s Operations Departments to ensure a high standard of service delivery resulting in strengthened customer relations and loyalty.
Experience
1. Previous experience of working in a hotel sales & events environment would be advantageous but not essential
2. Previous experience of SFA/Web, Opera would be advantageous but not essential
DAY TO DAY RESPONSIBILTIES
3. Point of contact for customers from contract turnover through the event/group planning phase.
4. Manages all details of event/group planning including food and beverage, meeting specifications, audio visual, room block, deposit follow up, and VIP requests. Ensures data integrity across the various booking systems
5. Ensure all changes to the events / groups are processed and documented. Finds solutions or makes alternative suggestions to client requests and requirement changes
6. Upsells during event planning to increase revenue
7. Prepares relevant event documentation for the client
8. Ensures accurate forecasting of event and group revenue
9. Communicates event/group details to the Operation Departments through relevant documentation and weekly meetings. Engages with hotel Operations Team to ensure client expectations will be met and exceeded
10. Holds pre-convention meetings when needed
11. Conducts client site inspections to showcase the hotel
12. Greets customer at start of event on property and remains available to customer during the course of the event
13. Conducts post-event calls to obtain feedback on product quality, service levels and secure repeat business. Sends Event Satisfaction Surveys to capture feedback and effectively respond to any guest challenges
14. Ensures that all enquiries received via the telephone meet the required Test Call standard
15. Communicates with the accounts department regarding credit checks to ensure correct payment is set up for all groups
16. Prepares post-event documents including commission accruals
17. Responsible for the reactive sales of social enquiries, specialist sales enquiries and group Restaurant/Bar bookings from enquiry through event planning. Communication channels include telephone, e-mail or 3rd party intermediary sites
18. Qualifies business opportunities by understanding customer needs and recommends the appropriate features and services of hotel to exceed customer expectations; sells according to the business and operational strategy of the hotel
19. Creates quotations and proposals based on customer requirements, conducts regular follow-up calls to identify changing needs, converts enquiries into confirmed bookings, issues contracts
20. Inputs enquiries into the relevant booking systems and ensures data integrity
21. Builds long-term partnerships with new and repeat business customers and builds loyalty to the hotel and company
22. Identifies potential opportunities for the wider business and turns over to the proactive Sales Team
23. When required supports the reactive sales team respond to corporate group and event enquiries
24. Strives to meet measurable targets and goals, as assigned for individual and team
25. Carries out tasks as assigned by the Senior Event Manager
OTHER RESPONSIBILITIES
26. Adapts to changing market conditions
27. Understands local market including competitors' strengths and weaknesses
28. Understands event satisfaction results to ensure continuous improvement
29. Collaborates with Sales Team to ensure effective diary management of function rooms
30. Collaborates with Revenue Team to ensure effective management of bedroom enquiries and completes accurate projections
31. Ensures balance scorecard criteria is met
32. Works on additional projects set by the Director of Events
33. Works collaboratively with on- and off-property sales channels to optimise sales process for client
34. Attends hotel events as required to develop key relationships with internal stakeholders.
35. Performs other related tasks as assigned by management
36. Performs other related tasks as assigned by management.
37. Complies with Marriott International Hotels Limited policies and procedures.
Skills and Knowledge
38. Strong communication skills (verbal, listening, writing) and a high standard of English is essential
39. Confident communication style across different channels (telephone, e-mail, intermediary websites etc.)
40. Confident sales and planning skills; ability to negotiate; strong problem-solving skills, and ability to seek solutions
41. Strong organisation and time management skills in a fast-paced environment
42. Good with administration, processes and has a high level of attention to detail
43. Adaptable to change and evolving processes
44. Builds relationships easily
45. Team player
46. Effective interpersonal skills
PREFERRED QUALIFICATIONS
Education: High school diploma or GED equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.