Groups and Events Agent - Protea Hotel Fire & Ice! by Marriott, Menlyn Pretoria at Marriott International

POSITION SUMMARY 

• This position assists with the reactive sales process maximizing hotel revenue and profitability aiming at achieving EBC revenue goals, team booking pace goals, guest satisfaction and the financial performance. Ensures business is turned over properly and in a timely fashion for proper service delivery. Assists in leading all day-to-day activities related to reactive sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives. Achieves personal sales goals.  
• Maintains a productive relationship with the Proactive Sales Team, Event Planning and Operations. Responsible for effective business processes with all sales related channels. Manages all group & event enquiries, negotiating /contracting functions including upsell, as well as operating the groups until handover to Event Planning. 

Managing Sales Activities  

• Qualifies new catering/group business leads and responds to incoming catering opportunities for the hotel. Standard response time is within 24 hours of receiving enquiry. 
• Enters every new lead in Opera; including Ml Leads and OneSource (if applicable). 
• Monitors and manages accurate room blocks forecasts according to group history reports and information given by clients to maximize hotel revenue, making adjustments as necessary. 
• Accurately forecasts catering revenues for every lead. 
• Utilizes the standard template for proposals, ensures sales process follows the handling guidelines. 
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts. 
• Closes the best opportunities for the hotel based on market conditions and hotel needs. 
• Requests quotations from external selected suppliers (when and if needed) to provide a comprehensive quote according to the scope of work. 
• Delivers site inspections in a methodical fashion adhering to the core standards. 
• Hosts entertainments regularly building and strengthening relationships with existing and new customers to enable future bookings. 
• Executes and supports the operational aspects of business booked (e.g., generating and filing proposal, contract, customer correspondence). 
• Documents Contracts/Agreements for all events and groups with rooms booked, following processes and procedures. Maintains files with all required information and/or documentation pre/post events (initial request, proposal, relevant information, signed contract, BEO's, vouchers, etc.). 
• Ensures a seamless turnover of all confirmed groups and events to Event Planning. 
• Ensures knowledge and understanding of Opera Sales & Catering and PMS, and keeps up with any updates in the system. 
• Identifies operational limitations to be able to deliver according to what was promised. 
• Monitors and enforces deadline dates and works with clients to release meeting space not needed to maximize hotel revenues. 
• Assists with selling and following-through on catering promotions. 
• Executes Sales strategies and business processes. 
• Executes and supports Customer Service Standards and hotel's Brand Standards. 
• Participates in and practices daily service basics of the brand. 

Maximizing Revenue & Managing Profitability  

• Understands the overall market - competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them. 
• Maximizes revenue by up-selling packages and creative food and beverage offerings. 
• Gains understanding of the hotel's primary target customer and service expectations. 

Building Successful Relationships  

• Works collaboratively with property Reservations, Sales and Marketing Team to ensure sales efforts are coordinated, complementary and not duplicative. 
• Develops a close working relationship with Banqueting and Operations to ensure execution of strategies at the hotel level. 
• Works with the management team to create and implement a catering sales plan addressing revenue, customers and market. 
• Works with the property's Food and Beverage team to develop menus that drive sales. 
• Interacts effectively with vendors, competitors, local community, and other hotel departments (including Sales, Kitchen and Events) in order to ensure guest satisfaction. 

Providing Exceptional Customer Service  

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction with the service/program/event. 
• 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 Marriott International. 
• Monitors the effective resolution of guest issues that arise as a result of the sales process and channeling issues to property leadership and/or other appropriate stakeholders. 

Additional Responsibilities  

• Assists the Reservations Manager in any administrative tasks where possible including but not limited to creation of proposals, contracts, revenue reports, etc. 
• Attends daily events briefing providing accurate updates on details of bookings and enquiries. 
• Attends weekly Sales and Group Summary meetings. 
• Provides all requested credit information to credit manager including timely communication to client of credit policy, receipt of signed contract and deposit. 
• Effectively manages time ensuring the completion of all pre-set tasks on a daily basis. 
• Participates in departmental and Marriott courses as required. 
• Constantly strives toward continuing professional growth and development of self. 
• Protects company assets. 
• Participates in annual Engagement Survey. 

PREFERRED QUALIFICATIONS 

• Education: High school diploma or G.E.D. equivalent. 
• 2-year degree from an accredited university in Marketing, Business Administration, Hotel and Restaurant Management, or related major; 
• Experiences in groups booking and events are required.