Primary Objective of Position

To maximize customer satisfaction and the overall profitability of the hotel by directing the revenue generating activities in accordance with the Business Plan and Monthly Action Plan Calendar. Coordinates service activities related to the sales function in accordance with the standards of the hotel and brand. Responsible for helping the hotel reach financial goals through supporting the Sales and Marketing department in daily operations. As a member of the team, you will assist in selling guestrooms, catering services and banquet facilities as directed by the Director of Sales.

Pre-Requisites (Requirements):

• 1+ years of experience in customer service at a branded hotel preferred
• Minimum requirement is Associate degree. Four-year College or Hospitality degree is preferred, and/or equivalent work experience.
• Brand certification programs are preferred
• Must display professionalism and have characteristics of honesty and trustworthiness
• Must have excellent attendance and be punctual

Work Environment & Context:

• Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating
• Must be able to stand for eight hours, bend, stretch, and reach
• Work schedule varies and may include occasionally working on

Holidays, weekends, and evenings. Long hours sometimes required

• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds

Required Knowledge, Skills, and Abilities:

Knowledgeable in:

• Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts
• Phone etiquette and answering procedures
• Be able to answer inquires of local shopping, dining, entertainment, and travel directions
• Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new procedures, and events
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment, and make change
• Prioritize departmental functions to meet due dates and deadlines.
• Understand financial information and data, and basic arithmetic function. Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.

Abilities:

• Create new business, and expand existing business via cold calls, site

visits, telephone prospecting and marketing, blitzes, internet and other avenues.

• Assimilate complex information, data, etc, from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Multi task, detail oriented, remain service centric
• Communicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using log books
• Manage time effectively
• Assist with guest issues with professionalism maintaining hospitable attitude.

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Essential Functions:

• Increases sales volume and profitability by following and executing projects for all market areas as stated in the Hotel Business Plan
• Meets overall budgeted sales and profit margin by soliciting, evaluating, selling, and confirming business
• Qualifies prospective leads
• Designs and proposes programs to meet client's needs
• Negotiates with client to achieve maximum profit while satisfying client needs
• Coordinates transient and group room commitments to insure proper market mix
• Tracks Local Negotiated Rates and maintains the office filling system in accordance to the Company Sop’s.
• Insures customer satisfaction and hotel profit by overseeing the coordination of various department's activities related to booked business
• Coordinates details with other department heads
• Conducts tours of the hotel and banquet facilities; entertains qualified potential clients in accordance with company and property policies and procedures.
• Maintains safe and secure environment for customers and employees
• Ensures that all employees follow safety rules and procedures
• Takes corrective action where required to improve safety of work areas
• Utilizes corporate resources effectively by communicating with corporate associates on a regular basis
• Keeps the Director of Sales, Corporate Sales Director and General Manager and key corporate staff informed of developments on a regular basis. Requests assistance as needed
• Adheres to company standards of operations (SOP)
• Ensures that operation adheres to federal and state laws
• Participates in solving problems with other department as required related to business booked in the hotel including space conflicts, threatened cancellations, and compromises between customer needs and hotel facilities
• Prepares reports as necessary to develop a more informative data base for improved management decision making and critical evaluation of work activities
• Prepares Food & Beverage, Pre-Conference, Sales, and Executive Committee reports
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position