Event Activities
· Monitors the effective resolution of guest issues that arise because of the sales process by creating mechanisms to channel issues to property leadership and/or other appropriate stakeholders.
· Executes and supports the operational aspects of business booked (e.g. Customer correspondence, BEO’s, Event Order Meeting).
· Maximizes revenue by up- selling packages and creative food and beverage.
· Participates in and practices daily service basics of the brand.
Providing Exceptional Customer Services
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during 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, while building a relationship and loyalty to the company.
• Executes and supports the company’s Customer Service Standards and hotel’s Brand Standards.
• Gains understanding of the hotel’s primary target customer and service expectations; serve the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
• Interacts effectively with sales, kitchen, vendors and other hotel departments in order to ensure guest satisfaction.
• Develops a close working relationship with operations to ensure execution of strategies at the hotel level.
General Responsibilities
• Professional Demeanour- Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Problem Solving and Decision Making- Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Applied Learning- Seeks and makes the most of learning opportunities to improve performance of self and/or others. • Business Acumen- Understands and utilizes business information to effectively quote and contract business.
• Customer Relationships- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Adaptability- Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication- Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Building and Contributing to Teams- Actively participates as a member of a team to move the team toward the completion of goals. • Planning and Organizing- Gathers information and resources required to set a plan of action for self and/or others; prioritises and arranges work requirements to accomplish goals and ensure work is completed.
• Global Mindset- Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Coworker Relationships- Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organisational goals and lasting relationships.
• Technical Acumen- Understands and utilizes the Hotel sales management system to maximise productivity.
• Event Services- Have a working knowledge of standards and procedures for proper meeting room and table set- ups, various meeting room and table configurations and the set- up of staging and dance flooring.
Additional Responsibilities
• Maintain company confidentiality, ensuring that business dealings within the organization are not discussed with outside parties.
• Performs other duties, as assigned, to meet business needs.
• Meet the grooming standards of the hotel as set out in the Associate Handbook.
