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Summary
This position provides administrative support to Sales Managers and the Director of Sales for any correspondence or work that pertains to the hotel. Finalize and detail meeting rooms and sleeping room groups and ensuring proper communication to the operations staff.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provide the highest quality of service to the customer at all times, set example for immediate and hotel wide staff.
Take inquiries and walk-ins that come into the hotel for group and/or meeting room business in the absence of the Sales Manager.
Handle all social inquires and social business walk-ins.
Must be able to analyze business to make profitable decision for the hotel whether or not it fits, quote rates and quote room rentals with direction from the Director of Sales.
Responsible for preparation and distribution of all outgoing correspondence pertaining to your property from the Sales Managers and Director of Sales i.e. faxes, proposals, contracts, thank you letters, regret letters, sales kits, comp night certificates.
Prefer brand sales system experience.
Responsible for catering events booked by hotel sales personnel as follows prepare banquet event orders, send out banquet event orders to clients, place banquet orders with catering company, call clients for guarantees and let caterer know final count, greet all meeting room & social event contacts prior to events, advanced payments, direct bill authorizations, credit card authorizations, check in with contact during break times and lunch and after the event.
Group maintenance for property Sales Manager and DOS that call for rooming lists, enter rooming list, route charges, release blocks after cut-off, watch blocks to see if we need to increase or decrease block when reservation method is individual call-in, enter final pick up in Delphi.
Preparation and distribution of BEOs & group resumes. Responsible for passing out all change logs daily.
Input and manages group inventory in property management system.
Post Meeting Room charges as directed.
Make all direct bill reservations and apply to direct bill account as directed.
Handle group special requests
Responsible for sales file maintenance
Compile menus and sales kits as directed
Make sure collateral is in stock. Bring to attention of Sales Manager when running low on any collateral.
Knowledge of front desk check-in, check-out, answering phones, transferring calls, making reservations, etc.
Creation, distribution and marketing of all catering packages holiday, social formal, NYE, bridal shower, rehearsal dinner and brunches
Monitor meeting room rental and revenues on a continuous basis
Assist Sales Manager in planning of property specific sales blitzes and client events.
Active member of a local networking group as assigned.
Involvement in community activities and hotel programs as directed.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.
Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Cooperation – Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Personal Appearance – Dresses appropriately for position; keeps self well groomed.
Sales Skills – Achieves sales goals; overcomes objections with persuasion and persistence; initiates new contacts; maintains customer satisfaction; maintains records and promptly submits information.
Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.
Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree from four-year college or university preferred; or two years related experience and/or training in a hotel / resort sales environment; or equivalent combination of education and experience.
Language Skills
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software. Computer literacy, Microsoft Office.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
