Building Successful Relationships that Generate Sales Opportunities
• Develops relationships within community to strengthen and expand customer base for group and transient sales opportunities.
• Works collaboratively with off-property sales channels (e.g., territory sales, company sales) to ensure group and transient sales efforts are coordinated, complementary and not duplicative.
• Manages and develops relationships with key internal and external stakeholders.
• Provides accurate, complete and effective turnover to Event Management.
• Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
Conducting Daily Sales Activities that Achieve Department Goals
• Uses sales resources and administrative/support staff effectively.
• Conducts data analysis and sharing of information on market conditions, competitors, client and industry changes, economic forecasts and trends.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Responds to incoming group and transient opportunities for the property that are outside parameters of the .
• Manages departmental budget, including group and transient sales.
Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue
• Maximizes total hotel revenue by working closely with Rooms and Catering departments.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
• Identifies new group and transient business to achieve personal and property revenue goals.
• Closes the best opportunities for the property based on market conditions and property needs.
• Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
Providing Exceptional Customer Service to all Guests and Customers
• Services our customers in order to grow share of the account.
• Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.
• Provides excellent customer service consistent with the daily service basics of the brand.
• 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 company.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Interacts with guests to obtain feedback on product quality and service levels.
• Executes and supports customer service standards and property’s brand standards.
• Sets a positive example for guest relations.
• Supports customer loyalty to company by delivering service excellence throughout each customer experience.
Additional Sales and Marketing Responsibilities
• Utilizes intranet for resources and information.
• Creates contracts as required.
• Conducts site inspections.
• Participates in and practices daily service basics of the brand.