Job Description

Job Number 23135687
Job Category Sales & Marketing
Location Courtyard Singapore Novena, 99 Irrawaddy Road Novena, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

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. 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 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\xe2\x80\x99 service needs; thank guests with genuine appreciation. 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. DUTIES AND RESPONSIBILITIES

• Solicits business and follow up on referrals and potential sales \xe2\x80\x93 follow through on all leads in a timely manner within a 24 to 48-hour time frame.
• Perform catering price negotiation with clients based on the established company guidelines; uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Executes and supports the operational aspects of business booked (e.g. generating proposal, writing contract, customer correspondence).
• Ensure that all BEOs and Group Resumes (for corporates and social events) are duly completed for distribution prior to weekly meeting, and that all the information is accurate, confirmed and billing details documented and in line with the credit policy. To work closely with Sales Managers for their respective events, and that all information is mutually understood and communicated across.
• Promote teamwork and quality service through daily communication; to coordinate with clients, suppliers and all departments within the hotel on details to ensure smooth execution of events.
• Be the primary contact person on-site during the event, to assist with client\xe2\x80\x99s needs and questions, when needed, to ensure the event runs smoothly.
• Discuss with F&B Manager and Executive Chef on a weekly basis on client feedback and competitors\xe2\x80\x99 creativities and trends.
• Guests complaints brought to management\xe2\x80\x99s attention and communicated with the respective departments if necessary for proper handling. Ensure that all complaints are reviewed, investigated and follow-up action is initiated.
• Maintain a high level of exposure for the hotel in major areas through direct sales solicitation, telephone, email, personal contact and written communication
• Arrange site inspection with potential clients
• Conduct market research and competitor survey to provide market intelligence, competitors performance and opportunities
• Prepare weekly Sales plan and reports.
• Perform any other duties and responsibilities assigned by Director of Sales and Marketing

Understanding Markets & Maximizing Revenue

• Identifies both F&B and catering opportunities to achieve personal and property revenue goals.
• Understands the overall market - competitors\xe2\x80\x99 strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
• Gains understanding of the property\xe2\x80\x99s primary target customer and service expectations; serves the customer by understanding their business, issues and concerns, to offer the best available options.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of guests and coworkers.
• Ensure nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Providing Exceptional Customer Service

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Partners with F&B Management and/or Operations in providing a customer experience that exceeds the customer\xe2\x80\x99s expectations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Attends pre- and post-event meetings to understand client and group needs, obtain feedback on quality of product (e.g. rooms, meeting facilities and equipment, food & beverage), service levels and overall satisfaction.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one\'s voice, using the callers\' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.

At Courtyard, we\xe2\x80\x99re passionate about better serving the needs of travelers everywhere. It\xe2\x80\x99s what inspired us to create the first hotel designed specifically for business travelers, and it\xe2\x80\x99s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We\xe2\x80\x99re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve \xe2\x80\x93 all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Courtyard, we\xe2\x80\x99re passionate about better serving the needs of travelers everywhere. It\xe2\x80\x99s what inspired us to create the first hotel designed specifically for business travelers, and it\xe2\x80\x99s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We\xe2\x80\x99re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve \xe2\x80\x93 all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott