Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates). Promote awareness of brand image internally and externally. Process requests for redeeming Marriott Rewards points. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Enter Marriott Rewards information into appropriate software when taking guest reservations. Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
Assist management in training and motivating employees; serve as a role model. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Monitor the performance of others to ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats. 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.
Plan and manage weekly/monthly work schedules with Business Manager to enable an efficient, effective work execution and achieve coverage and frequency targets (quantity & quality) and deliver agreed customer centric activities within operating budget.
Achieve SFE KPIs and effectively utilize the relevant SFE software to maintain quality records and to report daily calls.
Keep abreast of competition, regulatory and market development, and update the information to the Company in a timely manner.
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Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
Develops relationships within community to strengthen and expand customer base for sales opportunities.
Manages and develops relationships with key internal and external stakeholders.
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