POSITION SUMMARY
To maximise all opportunities to reactively sell conferences, functions, events and groups within both the corporate and social segments. To act as one point of contact between the client and the hotel at all stages of the booking process from initial enquiry through co-ordination and to completion. To communicate in an effective and timely manner all the clients specific requirements to all relevant departments. To lead and manage large scale events. To uphold the conditions of trading as laid down by the Marriott and to ensure that the companies policies on legislation are adhered to.
CANDIDATE PROFILE
Experience
1. Background in customer service role, sales, event management ideally within an hotel environment preferred
2. Supervisory experience preferable but not essential
Skills and Knowledge
3. Effective sales skills
4. Knowledge of meetings & event management
5. Effective communication (verbal, listening, writing) and negotiation skills
6. Strong customer development and relationship management skills
7. Strong organization skills
8. Knowledge of contract management and legalities
9. Knowledge of menu planning, food presentation and banquet and event service operations
10. Knowledge of event technology products and services
11. Knowledge of current trends in event management and event technology
12. Knowledge of overall hotel operations as they affect department
13. Ability to execute against an agreed event and group strategy
14. Ability to use Microsoft Office software applications and hotel system applications
15. Strong problem-solving skills; encourages new innovative solutions when appropriate
Education or Certification
16. High School Diploma or equivalent required; Bachelor’s Degree preferred
17. Ownership for the management and conversion of assigned enquiries
18. Coordination of all customer requirements, including communication and completing verbally and in writing with the customer the details of an event up to handover to operations on the day of event execution.
19. Expertise in menu planning, food presentation, meeting room set ups, audiovisual and banquet service standards. Cooperate with Banqueting Operation and Kitchen team to develop new F&B concepts according to the Meetings purposes
20. Correct use of systems process to ensure booking integrity, consistency & accuracy.
21. Sells to a pre-determined event and group strategy
22. Works within brand standards & systems processes
23. Generate incremental revenue and deliver excellent guest service.
24. Effectively manages bedrooms blocks and meeting space inventory for assigned groups
25. Conducts compelling show rounds to win the business
26. Execution of Meetings, MSA
27. Proactively resolicits previous customers and event bookers for future opportunities
28. Proactively promote Bonvoy, Marriott Miles and Special Agents and process as necessary.
29. Collaborate with the Proactive Sales Team to promote leads
30. To be involved in incentives, exhibitions and other promotional events to draft in new business.
31. To have an understanding of meeting trends and event design
32. To be flexible within the Events team with the coverage of holidays, which may require fulfilling the role of Senior Events Manager.
Specific Duties
Guest Satisfaction
33. Sets a positive example for guest relations.
34. Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
35. Provides excellent customer service. Ensures all associates involved in and event or booking understand expectations and parameters.
36. Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
37. Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
38. Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience.
39. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
40. Sales and Revenue Management
41. Delivers a compelling sales experience to drive conversion and repeat business
42. Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability and event execution
43. Effectively up sells products and services throughout the event process.
44. Participates in customer site inspections and assists with the sales process when necessary.
45. Effectively manages customer budgets to maximize revenue and meet customer needs.
46. Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.
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.