About the Role
The role is responsible for proactively soliciting and managing large group and catering-related opportunities that have significant revenue potential. This includes managing group and catering opportunities that operate outside of an Event Booking Center (EBC). The position involves actively upselling each business opportunity to maximize revenue and achieving personal and team-related revenue goals. Additionally, the role ensures that business is properly turned over and managed in a timely fashion to guarantee effective service delivery. Emphasis is placed on driving customer and guest loyalty through service excellence in every customer experience.
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Responsibilities
- Proactively target group and catering accounts with a focus on solicitation and account saturation.
- Partner with group/catering counterparts to manage business opportunities effectively.
- Respond to incoming group/catering opportunities for the property that fall outside EBC parameters.
- Handle all opportunities outside of EBC participation.
- Identify, qualify, and solicit new group/catering business to reach revenue goals for both personal performance and property objectives.
- Focus efforts on accounts with significant potential sales revenue.
- Develop and implement effective group/catering sales plans and actions.
- Design, develop, and market creative catered events.
- Maximize revenue through upselling packages and innovative food and beverage offerings.
- Understand the overall market, including competitors’ strengths and weaknesses, economic trends, and supply and demand dynamics.
- Close optimal opportunities for the property based on market conditions and individual property needs.
- Utilize negotiating skills and creative selling techniques to secure business and contracts.
Providing Exceptional Customer Service
- Manage complex business opportunities that have significant revenue potential while meeting customer expectations.
- Build and strengthen relationships with both existing and new customers to facilitate future bookings. This includes activities such as sales calls, entertainment events, FAM trips, trade shows, etc.
- Cultivate relationships within the community to enhance the customer base for group/catering sales opportunities.
- Support the brand’s Service and Relationship Strategy, promoting customer loyalty by delivering excellence throughout every customer interaction.
- Provide outstanding customer service to increase market share of accounts.
- Enforce the brand’s Customer Service Standards and property’s Brand Standards.
- Participate in and practice daily service protocols established by the brand.
- Deliver exemplary customer service to enhance satisfaction and loyalty, by understanding customer needs and recommending fitting features and services that exceed expectations.
- Gain insights into the property’s primary target customer and their service expectations; serve the customer effectively by comprehending their business issues and providing optimal business solutions prior to and during events.
Building Successful Relationships
- Collaborate with off-property sales channels (e.g., Market Sales, Strategic Accounts) to ensure coordinated and complementary sales efforts without duplication.
- Manage and develop relationships with key internal and external stakeholders.
- Utilize sales resources and administrative/support staff effectively.
Additional Responsibilities
- Leverage the intranet for resources and relevant information.
- Conduct site inspections.
- Create contracts as necessary.
- Execute and support the operational aspects of booked business (e.g., generating proposals, writing contracts, and customer correspondence).
Education and Experience
- High school diploma or GED with 2 years of experience in sales and marketing, guest services, front desk, or related professional area; OR
- A 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or a related field with no work experience required.
Benefits and Work Environment
- Join an inclusive community that values diverse backgrounds and experiences.
- Work within an environment that promotes support and collaboration among team members.
- Opportunities to provide guests with exceptional service while working in a friendly and approachable setting.
- Be part of a global team focused on ensuring every hotel provides what guests need in an uncomplicated manner.
