Cluster EBC Manager

Job description

JOB SUMMARY

 

Responsible for proactively soliciting and managing group/catering-related opportunities within a region. Manages group/catering opportunities not handled by the Event Booking Center. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Ensures business is turned over properly and in a timely fashion for proper service delivery. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

 

CANDIDATE PROFILE 

 

Education and Experience

• High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required.

 

CORE WORK ACTIVITIES

 

Understanding Markets & Maximizing Revenue

• Identifies new group/catering business to achieve personal and regional sales office revenue goals.

• Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.

• Closes the best opportunities for properties within region based on market conditions and property needs.

• Monitors same day selling procedures to maximize room revenue and control property occupancy.

• Gains understanding of each property within the region and their primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solutions both prior to, and during the program/event.

 

Conducting Daily Sales Activities

• Responds to incoming group/catering opportunities for the property that are outside parameters of the Event Booking Center.

• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.

• Uses sales resources and administrative/support staff effectively.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

 

Providing Exceptional Customer Service

• Supports the company’s Service and Relationship Strategy, driving customer loyalty by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.

• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.

• Provides excellent customer service consistent with the daily service basics of the brand.

• 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 Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels.

• Attends pre- and post-cevent meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and 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.

 

Building Successful Relationships

• Works collaboratively with off-property sales channels (e.g., Event Booking Center, Market Sales, Strategic Accounts) to ensure sales efforts are coordinated, complementary and not duplicative.

• Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, trade shows, etc.

• Develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.

• Manages and develops relationships with key internal and external stakeholders.

• Provides accurate, complete and effective turnover to Event Management.

 

Additional Responsibilities

• Utilizes intranet for resources and information.

• Conducts site inspections.

• Creates contracts as required.

• Participates in and practices daily service basics of the brand.

 

 

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.