JOB 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.
CORE WORK ACTIVITIES
1. Point of contact for customers from contract turnover through the event/group planning phase.
2. 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
3. Ensure all changes to the events / groups are processed and documented. Finds solutions or makes alternative suggestions to client requests and requirement changes
4. Upsells during event planning to increase revenue
5. Prepares relevant event documentation for the client
6. Ensures accurate forecasting of event and group revenue
7. 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
8. Holds pre-convention meetings when needed
9. Conducts client site inspections to showcase the hotel
10. Greets customer at start of event on property and remains available to customer during the course of the event
11. 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
12. Ensures that all enquiries received via the telephone meet the required Test Call standard
13. Communicates with the accounts department regarding credit checks to ensure correct payment is set up for all groups
14. Prepares post-event documents including commission accruals
15. 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
16. 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
17. Creates quotations and proposals based on customer requirements, conducts regular follow-up calls to identify changing needs, converts enquiries into confirmed bookings, issues contracts
18. Inputs enquiries into the relevant booking systems and ensures data integrity
19. Builds long-term partnerships with new and repeat business customers and builds loyalty to the hotel and company
20. Identifies potential opportunities for the wider business and turns over to the proactive Sales Team
21. When required supports the reactive sales team respond to corporate group and event enquiries
22. Strives to meet measurable targets and goals, as assigned for individual and team
23. Carries out tasks as assigned by the Senior Event Manager
OTHER RESPONSIBILITIES
24. Adapts to changing market conditions
25. Understands local market including competitors' strengths and weaknesses
26. Understands event satisfaction results to ensure continuous improvement
27. Collaborates with Sales Team to ensure effective diary management of function rooms
28. Collaborates with Revenue Team to ensure effective management of bedroom enquiries and completes accurate projections
29. Ensures balance scorecard criteria is met
30. Works on additional projects set by the Director of Events
31. Works collaboratively with on- and off-property sales channels to optimise sales process for client
32. Attends hotel events as required to develop key relationships with internal stakeholders.
33. Performs other related tasks as assigned by management
SKILLS AND KNOWLEDGE
34. Strong communication skills (verbal, listening, writing) and a high standard of English is essential
35. Confident communication style across different channels (telephone, e-mail, intermediary websites
36. Confident sales and planning skills; ability to negotiate; strong problem-solving skills, and ability to seek solutions
37. Strong organisation and time management skills in a fast-paced environment
38. Good with administration, processes and has a high level of attention to detail
39. Adaptable to change and evolving processes
40. Builds relationships easily
41. Team player
42. Effective interpersonal skills
OTHER
43. A full-time, onsite-based role, at London Marriott Canary Wharf Hotel & Executive Apartments
44. Performs other related tasks as assigned by management.
45. Complies with Marriott International Hotels Limited policies and procedures.
46. Working hours as required to do your job but normally not less than 40 hours per week.
EDUCATION & EXPERIENCE
47. Previous experience of working in a hotel sales & events environment would be advantageous but not essential
48. Previous experience of SFA/Web, Opera would be advantageous but not essential
49. High School completion or equivalent preferable
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.