Responsible for proactively soliciting and managing group/catering-related opportunities. Manages group/catering opportunities not handled by the Event Booking Center. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Ensures business is turned over properly and in a timely fashion for proper service delivery. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provide service to our customers in order to grow share of the account on behalf of the company.
Understanding Markets & Maximizing Revenue
• Identifies new group/catering business to achieve personal and property revenue goals.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• 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.
Conducting Daily Sales Activities
• Uses sales resources and administrative/support staff effectively.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Responds to incoming group/catering opportunities for the property that are outside parameters of the Event Booking Center.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
Providing Exceptional Customer Service
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.
• 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.
• Interacts with guests to obtain feedback on product quality and service levels.
• Sets a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• 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.
• Supports the company’s service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience.
• 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.
Building Successful Relationships
• Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
• Provides accurate, complete and effective turnover to Event Management.
• Works collaboratively with off-property sales channels (e.g., Event Booking Center, Market Sales, Strategic Accounts) to ensure sales efforts are coordinated, complementary and not duplicative.
• Develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.
• Manages and develops relationships with key internal and external stakeholders.
Additional Responsibilities
• Participates in and practices daily service basics of the brand.
• Conducts site inspections.
• Utilizes intranet for resources and information.
• Creates contracts as required.