SUMMARY/OBJECTIVE: Responsible for proactively coordinating, managing and executing all details for Groups booked by the Sales Managers. Participate in negotiating meetings, functions, rooms, rates, billing and all related requirements. Actively up-sell each business opportunity to maximize revenue. Achieves Sales Teams Group, Banquet/Catering revenue goals. Responsible as well for the BEO (Banquet Event Order) & Resume process for all segment’s group, banquet and catering events working closely with the Sales Manager over that group/event. Ensures all aspects of business process is turned over properly, accurately and in a timely fashion for proper service delivery (7-10) business days prior to arrival). Responsible for driving customer guest loyalty by delivering service excellence throughout each customer/guest experience.
ESSENTIAL RESPONSIBILITIES:
· Handle all aspects of on-site group/event details/services.
· Partners with banquets and catering counterpart to effectively manage the business opportunity.
· Responds to incoming calls within 2-4 hours and written communication within 24.
· Prepare and conduct memorable site tours to potential clients, administering Site Notice and instructions/information to departments as needed.
· Develops and sells creative catering events with SMERF, Corporate and Associate market groups.
· Understands the overall market-competitors strengths and weaknesses, economic trends, supply and demand and know how to sell against them.
· From initiation and formulation through pre-con execution and post-con, Event Coordinator creates, edits details, briefs and follows through with complete BEO & Resume process as prescribed per event by hotel, brand and HHG standards. CSM is the BEO/Resume SFA Web/CI/TY ‘champion’ for the property.
· Uses negotiating skills and creative selling abilities to close on business and negotiate upselling.
· Builds and strengthens relationships with existing and new customers to enable future bookings.
· Develops relationships within community to strengthen and expand group and local catering sales opportunities.
· Provides excellent customer service in order to assist Sales Manager to grow share of the account.
· Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before, during and after their program/event.
· Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations.
· Know and understand Marriott and HHG Standards, set example for others.
· Report all discrepancies in procedures to management.
· Attend department and company meetings as scheduled.
· Sales Team designated Actualizer in CI/TY
· CI/TY Subject Matter Expert
· Carry out the policies and procedures related to proper telephone etiquette, promptly return telephone calls, and all aspects of client service via the telephone.
· Assists with the completion of all reports, as assigned.
· Correspondence with customers as assigned by Sales Managers.
· Copy Director of Sales or Sales Managers on correspondence sent to clients.
· Assists with timely distribution of EO and Resume forms, as required.
· Assists with incoming telephone correspondence, as required.
· Know and understand Marriott Standards, set example for others.
· Report all discrepancies in procedures to management.
· Attend department and company meetings as scheduled.
· Review contracts in detail to insure data entry accuracy to systems.
· Build mini hotels in MARSHA, MGS, GXP, and PMS.
· Block suites and room according to contracts.
· Check reservations for errors and duplications.
· Email confirmation list to planner, copy the manager.
· Email through MARSHA, confirmations to individual guest if requested.
· Make changes and additions to reservations as needed. (If changes are past cut-of date or exceeds the rooms contracted, review restrictions strategy, room and rate availability.) Review with Director of Sales & Marketing for approval and discussion with Revenue Team.
· Update the manager regarding all billing details, group arrival times, VIP’s, etc. Also, share important updates and information with other departments and staff.
· Review group resumes and coversheets prior to distribution. Note discrepancies or missing information to manager.
· Obtain a final copy of the group resumes or coversheets. Verify all room details, VIP’s, billing, room assignments, etc. Run billing set up report and place in file for reference.
· Attend pre-event meeting and be available to the customer, manager and Front Office staff to process or help with any room issues as needed.
· Assign Marriott Bonvoy Points at close of event.
· Close out final billing of groups as needed.
· Assist with taking leads and providing tours for walk-in guests as needed.
· Build leads in CI/TY and assign as designated by Director of Sales & Marketing.
· Assist with evening and weekend coverage as needed.
· Prepare Amenity Form for all VIP’s and distribute amenities or partner with Front Desk to deliver amenities.
· Consistently meet weekly, monthly productivity goals.
· Will deliver a professional response to client problem solving to achieve a win-win situation for both clients and guests.
· In absence of Managers, conduct site tours for potential clients.
· Attend tradeshows both locally and outside of immediate area and as needed.
· Involvement with outside organizations.
Job Type: Full-time
Pay: $21.00 - $24.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Hotel experience: 1 year (Required)
Work Location: In person