Job Opportunities at Marriott International, Inc.

JOB SUMMARY

• Responsible for preparing all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events.
• This position primarily handles events of average complexity. Ensures their property events have a seamless turnover from sales to service back to sales.
• Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area.
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in the event management or related professional area required.

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

• Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
• Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.
• Adheres to all standards, policies, and procedures.
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customer to solve these challenges\ and/or develop alternative solutions.
• Uses his/her judgment to integrate current trends in event management and event design.
• Acts as liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).
• Participates in customer site inspections and assists with the sales process as necessary.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.

Ensuring and Providing Exceptional Customer Service 

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Empowers employees to provide excellent customer service.
• Sets a positive example for guest relations.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Makes presence known to customer at all times during this process.
• Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
• Follows up with customer post-event.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Interacts with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.

Leading Event Management Teams

• Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
• Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
• Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
• Supporting and Coordinating with the Sales and Marketing Function
• Assists in the sales process and revenue forecasting for customer groups.
• Up-sells products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.

Conducting Human Resources Activities

• Reviews comment cards and guest satisfaction results with employees.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Assists in the development and implementation of corrective action plans.
• Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
• Works with the property staff and customers to address operational challenges associated with his/her group.
• Performs other duties as assigned to meet business needs.

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POSITION SUMMARY

• Promote awareness of brand image internally and externally.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Communicate with potential owners via telephone to set up preview package sales/tours.
• Encourage guests or callers to purchase or schedule preview package sales/tours. Explain details and requirements related to attending a sales presentation to potential owners.
• Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
• Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets). Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing). Receive, record, and relay messages accurately, completely, and legibly.
• Assist management in training, evaluating, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers.
• 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.
• Ensure adherence to quality expectations and standards.
• 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.