- Demonstrates a strong commitment to PCH's Customer Service Standards, the hotel's Brand Standards, and the operational aspects of business bookings.
- Actively participates in daily stand-up meetings and consistently adheres to the brand's service basics.
- Provides exemplary customer service to drive customer satisfaction and loyalty, going above and beyond to assist customers and ensure their needs are met before and during their program/event.
- Understands customers' needs and preferences, recommending appropriate features and services that exceed their expectations and nurturing loyalty to PCH.
- Gains a deep understanding of the hotel's primary target customers and their service expectations, offering tailored business solutions both pre and during the program/event.
- Negotiates services of the hotel and executes PCH Group Sales Agreements for each business opportunity.
- Collaborates with Event Management and/or Operations to deliver a customer experience that surpasses expectations.
- Serves as the customer's main point of contact during their events/programs, ensuring their daily needs are met, and overall satisfaction is achieved.
- Works closely with off-property sales channels to coordinate and complement sales efforts without duplication.
- Proactively identifies, qualifies, and solicits new group/catering business to achieve personal and hotel revenue goals.
- Keeps well-informed of market trends, including competitors' strengths and weaknesses, economic conditions, supply, and demand, and leverages this knowledge to make strategic sales decisions.
- Closes the best opportunities for the hotel based on market conditions and specific hotel needs.
- Utilizes strong negotiation skills and creative selling abilities to secure business and negotiate contracts.
- Builds and nurtures relationships with both existing and new customers to foster future bookings.
- Engages in sales calls, entertainment, FAM trips, trade shows, etc., to strengthen relationships.
- Develops strong ties within the community to expand the customer base for group/catering sales opportunities.
- Makes effective use of Marriott Global Source and other available eTools (e.g., eRooming Lists, eProposals, Passkey) to enhance sales processes.
- Monitors same-day selling procedures to optimize room revenue and hotel occupancy.
- Conducts site inspections to showcase the hotel's offerings to potential clients effectively.
- Sets a positive example for guest relations and acts as a brand ambassador.
- Provides comprehensive and effective turnover to Event Management/Catering Sales as needed.
- Interacts with guests to gather feedback on product quality and service levels, responding promptly and professionally to address any issues or complaints.
- Attends pre- and post-convention meetings to understand group needs and gather feedback on the product's quality, service levels, and overall guest satisfaction.
- Regularly reviews meeting planner results to assess guest satisfaction levels and continuously strives to enhance service performance.
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Executive Meeting Manager - Florence, United States - PCH, Inc.
Description
As a member of our hospitality team, the primary responsibility of an Executive Meeting Manager is to proactively seek and secure group and catering opportunities that have the potential for significant revenue growth. This role requires a proactive approach to actively promoting and upselling each business opportunity while also nurturing existing client relationships. This role will act as a customer liaison while maintaining ongoing communication during their events to achieve overall satisfaction. A crucial part of this role is to ensure the smooth turnover of business to the appropriate departments for efficient service delivery and to build customer loyalty by delivering exceptional service throughout each customer experience.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)
