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· Demonstrates a commitment to PCH's Customer Service Standards and the hotel's Brand Standards, ensuring the operational aspects of booked business align with these standards.
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· Displays a customer-centric approach, understanding guests' needs, and providing personalized recommendations for features and services that exceed their expectations, fostering loyalty to PCH.
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· Skillfully negotiates hotel services and executes PCH's Group Sales Agreement for each business opportunity, ensuring all terms are clearly defined and agreed upon.
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· Collaborates with Event Management and/or Operations to deliver a seamless and exceptional customer experience that surpasses the customer's expectations.
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· Engages with off-property sales channels in a coordinated and complementary manner to maximize sales efforts and avoid duplication.
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· Proactively identifies, qualifies, and solicits new group/catering business to achieve personal and hotel revenue goals, actively seeking opportunities for growth.
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· Maintains a comprehensive understanding of the market, including competitors' strengths and weaknesses, economic trends, supply and demand, and effectively leverages this knowledge to outperform the competition.
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· Utilizes strong negotiation skills and creative selling abilities to successfully close business deals and skillfully negotiate contracts that benefit both the hotel and the customer.
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· Establishes and nurtures strong relationships with existing and potential customers, engaging in sales calls, entertainment, FAM trips, trade shows, etc., to foster loyalty and generate future bookings.
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· Actively engages with the local community to expand the customer base for group/catering sales opportunities, representing the hotel professionally and creating valuable connections.
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· Effectively utilizes Marriott Global Source and other eTools, such as eRooming Lists, eProposals, and Passkey, to access valuable resources and information to enhance the sales process.
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· Monitors and implements same-day selling procedures to optimize room revenue and effectively manage hotel occupancy levels.
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· Conducts site inspections to showcase the hotel's offerings and amenities to potential clients, leaving a positive and lasting impression.
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· Ensures accurate and comprehensive contract creation as required for each booking, following established guidelines and protocols.
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· Sets a positive example for guest relations, delivering exceptional service and hospitality to all guests encountered during sales-related interactions.
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· Provides thorough and effective turnover to Event Management or Customer Service, ensuring a seamless transition from sales to operations.
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· Actively seeks feedback from guests to gauge product quality and service levels, effectively addressing and resolving any issues or complaints that arise.
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· Attends pre- and post-convention meetings to understand group needs and gain insights into guest satisfaction regarding accommodations, meeting facilities, equipment, food, beverage, and overall experience.
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· Reviews meeting planner results to gauge guest satisfaction levels, actively seeking ways to continuously improve service performance and exceed guest expectations.
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