Job Abstract

Position Summary: 
Assists the Sales and Marketing team with general office duties (i.e., answering phones, filing, mail, email, copying, faxes, etc.) Additional duties may typically include preparing/completing sales-related documents (i.e., proposals, contracts, lead distribution and turnovers); coordinating group leads and/or reservations, VIP arrivals, special event and preparing a variety of reports. Provides professional service to gain high level of guest confidence and satisfaction. Enters information into computer system and runs necessary reports. Seeks opportunities to maximize revenue and streamline day-to-day processes. 

Duties & Responsibilities  
Primary Responsibilities/Essential Functions: 

• Welcomes guests/callers in an enthusiastic and professional manner, answering questions and responding to requests.  Provides information about hotel, local area attractions and hotel amenities.  Mails confirmation and literature requested and replies to all inquiries.  Forwards calls to appropriate team members/departments. 
• Performs general office tasks such as filing, distributing mail, responding to email, photocopying, sending/receiving faxes.   
• Assists with preparation and assembly of sales/marketing information such as proposals and contracts.  May assist with press releases and related projects.   
• Assists team with activities involved with sales research and planning such as customer mailings, gathering information about competition’s programs, and performing basic market related analysis. 
• Maintains records by entering required sales, reservation and account data into systems. Runs and prepares all necessary reports as required.  
• Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to diffuse anger.  Collects accurate information and resolves conflicts.  Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management.  Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. 
• Follows all safety policies and procedures.  Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations.  OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.  Team members will be trained in the proper use and care of assigned PPE if applicable.  The hotel provides the required PPE.  Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager.  Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 
• Reporting to work as scheduled (on time and on regular basis) is an essential function of the job. 

Other Responsibilities/Supportive Functions: 

• Works closely with front desk/group reservations coordinators to ensure accuracy of information.  Ensures front desk receives accurate current group information. 
• Improves job knowledge by attending training sessions as instructed.  Cross Training in other departments such as Reservations and Front Desk may be required and may assist those functions as needed.  
• Attends meetings as required, (i.e., weekly sales meetings, Banquet Event Meetings and Resume meetings) to provide necessary details of sales groups to all necessary departments. 
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents. 

Qualifications (relevant experience, education and training): 

• One to two years of customer service experience at comparable hotel or setting.  Sales experience desired. 
• Must have excellent customer service/communication skills to work with callers of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction. 
• Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.  
• Requires good working knowledge of Microsoft Office applications (including Outlook, Word and Excel) and ability to learn and operate other hotel computer systems.  Delphi FDC experience desired. 
• Strong attention to detail and the ability to handle multiple tasks. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency. 
• Must be able to speak, read, write and understand English to understand instructions, safety rules, prepare sales materials, and communicate with guests.   
• Able to work independently with minimal guidance and as part of a team. 
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.  Work schedules will include working on holidays, weekends and alternate shifts.   
• Completes all required training as scheduled. 
• Must maintain a clean appearance and professional demeanor.