Cluster Events Booking Centre Executive at Marriott International

POSITION SUMMARY

Verify on-property event planning and execution, provide on-property sales support for MSB property General Managers, and complete administrative duties. Serve as primary point-of-contact for guests organizing and attending meeting events at property to verify their end-to-end experience operates smoothly. Act as the primary point of contact for the Group Sales Office and Area Sales teams. Collect, develop, and submit content to update property websites on Marriott.com. Administrative duties to be delegated at the discretion of property General Managers. 

Follow all company policies and procedures, verify uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to guest concerns. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.                

CRITICAL TASKS

Event Planning & Coordination

• Act as on-property guest point-of-contact (e.g., greet guests and fulfill guest needs) and facilitate event experiences (e.g., food and beverages, service needs) throughout the process (pre-event, event, post-event). 
• Coordinate and communicate verbally and in writing with customers (internal and external) regarding event details. Follow up with customer post-event.
• Act as liaison between the Sales Office sales person and customer throughout the event process (pre-event, event, post-event). Make availability known to customer at all times during this process.  Solve problems and/or suggest alternatives to previous arrangements.
• Verify event rooms are arranged according to appropriate documentation (e.g., Banquet Event Order, relevant standard operating procedures) and customer requirements, including: audio-visual (A/V) equipment inspections, room function inspections prior to each event, logistics for services and meals, and scheduling of associates to verify event coverage and fulfillment of business demands. 
• Verify all A/V and/or meeting service equipment is secured following the function. 
• Assist in maintaining the cleanliness and inventory of event room (e.g., flip chart pads, banquet supplies, amenities, and other controllable supplies). 
• Communicate groups' special sleeping room needs to all departments prior to group arrival (room blocking, arrival time & pattern, auto charge routing, special Housekeeping needs, etc.). 
• Enter group and catering Actuals into appropriate system and communicate with Group Sales Office after group departure regarding actual room pickup numbers.
• Manage guest closeout of event and departure from property, including: solicit guest feedback and coordinate clean up and re-set of meeting rooms. 
• Determine at the end of the event/group if there are future needs and business for hotel, pass to appropriate sales channel.
• Coordinate and help lead monthly department meetings with property staff involved in Event Service Support. 
• On-property Sales Administration

Act as the Sales Office primary point of contact.

• Provide support to property sales efforts as needed, including ensuring collateral for sales teams, giveaways for sales calls.
• Qualify on-property leads and deliver to the correct sales channel for follow up. 
• Partner with Area Sales Leader to verify quarterly local buying locations thank you visits from the Sales Team and/or the property General Manager.   
• Act as the on-property contact for all Business Development Business Transient Sales Manager(s) business transient accounts. Work with GM, account leader, and property team to execute any initiatives associated with the account (examples: top customer appreciation welcome amenities, welcome flyers/receptions, or recognition of VIPs). 
• Own and/or execute the hotel internal sales plan which may include guest interaction, communication to/from the outside sales engines, and pull through of U.S./Regional/Market sales & marketing initiatives and maintaining the share shift war boards.
• Execute on-property Sales Lead Generation Program (eProspecting portal).
• Execute on-property Guest Recognition Program (e.g., Company of the Month, Refer a Friend or Marriott Rewards programs).
• Daily Review of Guest Ledger Report for new company names and further qualify lead.
• Daily review of MARSHA Production Report for new company or bookings to further qualify and/or educate Revenue Management on events in area.
• Review competitor websites monthly for updates and/or new promotions.
• Manage gathering and distribution (to the appropriate sales channel) of information on competitors.

Administration

• Inspect set-up of show rooms (e.g., King, Queen, and Suite if possible). 
• Support property billing efforts related to both event and non-event related activities
• Perform prompt and accurate tracking and reporting of function room gratuity to Management for payroll processing.
• Collect, develop, and submit content to update property web sites on Marriott.com. 
• Update Hotel Fact Sheets and communicate new offerings to the Sales Office. 
• Solicit feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience. 
• Interact with guests to obtain event-related customer feedback on product quality and service levels. 
• Participate in the development and implementation of service improvement plans for property. 

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Verify uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Prepare and review written documents (e.g., daily logs, business letters, leases, reports), including proofreading and editing written information to verify accuracy and completeness.
• Talk with and listen to other employees to effectively exchange information. 

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Computers/Software

• Transmit information or documents using a computer. 
• Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests. 
• Enter or revise property information in a variety of Marriott systems including FOSSE, MARSHA, SFAWeb.
• Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. 

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Arithmetic Computation
• Decision-Making
• Learning

Interpersonal Skills

• Customer Service Orientation 
• Interpersonal Skills 
• Team Work
• Diversity Relations

Communications

• Listening
• English Language Proficiency 
• Communication
• Telephone Etiquette Skills 
• Applied Reading 

Writing

Personal Attributes

• Dependability
• Integrity
• Stress Tolerance 
• Positive Demeanor 
• Presentation
• Adaptability/Flexibility

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

General Administration

• Maintain Files and Records
• Typing
• Computer Software
• Microsoft Office