POSITION SUMMARY
The Events Executive (reactive role) is responsible for incoming enquiries (electronic & telephone); from quoting, conversion through to the planning and handover to other operations team members for event execution. The Events Executive will provide excellent customer service during every element of the event or group enquiry process, taking the initial enquiry, negotiating rates, and contracting. They will need to be dynamic and have good attention to detail coupled with strong selling, negotiation & organizational skills. Good communication skills are required to coordinate with relevant hotel departments as well as the customer to ensure a seamless and consistent high level of service throughout the event and group sales cycle. They will recognize opportunities to maximize revenue through up-selling, conversion, and drive repeat business. The Events Executive takes personal responsibility to adhere to sales and event brand standards for enquiry handling. 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.
Candidate Profile
• Background in customer service role, sales, event management ideally within a hotel environment preferred.
• Previous experience of SFA/Web, Opera would be advantageous but not essential
• Strong communication skills (verbal, listening, writing) and a high standard of English is essential. Confident communication style across different channels (telephone, e-mail, intermediary websites
• Confident sales and planning skills; ability to negotiate; strong problem-solving skills, and ability to seek solutions
• Strong organisation and time management skills in a fast-paced environment
• Good with administration, processes and has a high level of attention to detail
• Adaptable to change and evolving processes
• Ability to execute against an agreed event and group strategy
• Ability to use Microsoft Office software applications and hotel system applications
• Builds relationships easily
• Team player
• Effective interpersonal skills
• Effective influence skills
• Effective decision-making skills Education or Certification
• High School completion or equivalent preferable
Day to Day Responsibilities
• Responsible for the reactive sales groups and events bookings, from enquiry through event planning. Communication channels include telephone, e-mail or 3rd party intermediary sites.
• 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
• Creates quotations and proposals based on customer requirements, conducts regular follow-up calls to identify changing needs, converts enquiries into confirmed bookings, issues contracts
• Correct use of systems processes to ensure booking integrity, consistency & accuracy.
• Sells to a pre-determined event and group strategy.
• Generate incremental revenue and deliver excellent guest service.
• Effectively manages bedrooms blocks and meeting space inventory for assigned groups.
• Conducts compelling show rounds to win the business.
• Ensures that all enquiries received via the telephone meet the required Test Call standard
• Effectively up sells products and services throughout the event process.
• Effectively manages customer budgets to maximise revenue and meet customer needs.
• Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.
• Accurately processes the billing and commission calculations for the bookings within 5 days after departure.
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.