Sales Executive - Event Booking Centre
Company:
The St. Regis Dubai
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Maximizes revenue through increased bookings across all segments of the hotel. Provides an efficient and effective process to quickly handle customer enquiries within pre-defined parameters. Communicates booking information to all relevant departments. Effectively presents and sells all conference and banqueting products which meet customer needs.
SCOPE / BUSINESS CONTEXT / CANDIDATE PROFILE
Scope Measures:
• St. Regis, Westin and W Hotels - Al Habtoor City
• Cross sell into St. Regis Polo Resort
• Annual Revenue
• BDRC
• Leads entered
• Leads converted
• No direct reports
Business Context
Responsible for developing a working knowledge of all departments in the hotel and their dependence and interaction with the Sales Department. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Proactively prospect for the target customer of the property (e.g., group, catering, business travel, leisure travel). Learn proficiency in using Marriott’s Customer Focused Sales Call Process and the skill of closing the sale through training and trial. Full understanding of property revenue goals and how to achieve personal and team related revenue goals. Provide service to our customers in order to grow share of the account on behalf of Marriott International, across the enterprise. Partner effectively with Event Operations to maximize the customer experience of the property
Sales and Revenue Management
• Convert business through proposal, negotiation and contractual agreement to ensure all revenue potential and targets are achieved.
• Liaise closely with clients to establish needs and expectations and maintain records to develop sales opportunities.
• Responds to telephone and email inquiries and requests for group business in the defined timeline.
• Create and maintain accurate customer meeting/event records in Opera capture feedback and make suggestions for adapting offering.
• Suggests positive alternatives through cross-referrals, and ensures that business booked is within hotel parameters.
• Processes all correspondence within acceptable agreed time lines.
• Monitor developments, innovations and best practice across the estate and competitor organizations and implement any process that will improve sales performance.
• Ensure follow up takes place with clients and opportunities are sought for repeat bookings.
• Prepares and maintains accurate account information and profiles in Opera
• Ensure that all sales opportunities are effectively cross-referred where possible using the appropriate cross-sell protocol.
• Produces contracts, proposals, BEO’s and other related booking documentation.
• Ensure strong knowledge of Multi Property Conference & Events products and selling strategies.
• Utilises selling skills to book all aspects of meeting in one phone call.
• Proficiency in meeting room set-ups, AV, and other support services
• Maximize revenue by up-selling creative F & B and other event options
• Understand need hotels strategy as developed by revenue management
• Understand and achievement of team and individual goals
• Systems and software knowledge (Opera, Microsoft Office, Internet, Marriott Global Source)
• Focus on the customer and find ways to meet, exceed their expectations
• Build productive relationships with colleagues both internally and externally
• Identify and manage the best resources to effectively deliver project plans.
Guest Satisfaction
• Sets a positive example for guest relations.
• Provides accurate, complete and effective turnover to Event Management and Hotel Operations Team.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
• Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
• Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
• Reviews meeting planner results to understand level of guest satisfaction; continuously strives to improve service performance.
REQUIREMENTS
Candidate Profile
• Sales & Admin experience, ideally in the International market and ability to demonstrate strong client relationships in the corporate market driving corporate transient, catering and group business. Solid sales & account managements skills are essential, with a strong knowledge of corporate market and business trends. A good researcher, negotiator and client focused approach is required. The candidate should be able to show strong knowledge of constructing and executing sales & client action plans. There should be excellent communication (verbal & written) skills, confident presentation ability and a second language would be an advantage. Direct sales experience is essential (including skills in dealing with travel/event decision makers), with experience in the group/banqueting sales market a desirable asset.
Skills and Knowledge
• Good selling skills and understanding of sales processes; can bring a sale to closure
• Possesses excellent telephone sales skills
• Good customer development and relationship management skills
• Knowledge of all Marriott Lodging products, cultures and brand strategies
• Basic understanding of need time strategy as developed by Revenue Management
• Knowledge of contractual agreements and legal implications
• Good sales skills to upsell products and services
• Ability to manage and balance group and local business
• Basic Knowledge of group business
• Knowledge of operations and associated challenges for all brands
• Effective decision making skills
• Ability to influence others
• Strong communication skills (verbal, listening, writing)
• Strong organisation skills
• Ability to use standard software applications and hotel systems.
• Good analytical skills
• Good negotiation skills
• Ability to develop and maintain relationships e.g., associates, customers, vendors
Education and Experience
• Previous experience within a sales administration environment and EBC office
• Sales and co-ordination experience with relevant comparable market
• Strong administrative and interpersonal skills
• Understanding of sales data and its use
• Proven record of sales achievement
• Keyboard skills and computer input
• Marriott experience is preferred but not essential
• High School Diploma or equivalent preferred but not essential
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