This position is part of the Groups & Events team who are responsible for reactive sales leads and planning groups, events and conferences for the Hotel. By application of strong organizational, communication and interpersonal skills this position is responsible for supporting the Groups & Events team in administrative tasks relating specifically to inputting bookings into Opera booking system, MARSHA, administration of contracts, internal reporting, communicating additions and amendments to colleagues and group planning tasks such as the inputting of group rooming lists, to ensure that groups are planned to the highest possible standard and in line with a Luxury customer’s expectations.

Candidate Profile

Education or Certification

• High School Diploma or equivalent required; Bachelor’s Degree in Hospitality Management preferred

Experience 

• Experience in Front Office and Reservations, specifically in dealing with groups and delegations is highly desirable but not essential.

   

  Skills and Knowledge

• Must have impeccable attention to detail

• Exceptional organizational and presentation skills

• Ability to multi-task, prioritize

• Use initiative

• Strong communication skills (verbal, listening, writing)

• Strong understand of impact communication

• Strong problem-solving skills

• Ability to use standard software applications

   

The following are specific responsibilities and contributions critical to the successful performance of the position:

Group & Events

• Provide administrative support to the Groups & Events team including but not limited to; holding space in Opera, inputting of rooming lists, updating reservation routings, updating Marriott systems such as Marsha, SFA

• Adhere to Marriott Luxury Telephone standards at all times.

• Ensure adherence to all Group & Event Sales administration standards in line with EAME Marriott Standards

• Ensure full and accurate knowledge of any Marriott Global or Divisional Master Service Agreements and Preferred agreements to ensure enquiries from such accounts are handled accordingly.

• Effectively manage time, ensuring the completion of all pre-set tasks on a daily basis.

• Prepare reports as required by Marriott, not limited to Owner Reviews, Key Wins, Daily Decision Dates, Opera reports, conversion reports and financial revenue plan reporting when applicable. 

• Complete all Marriott Training within the set timeframe for competition.

• Contribute to an empowered dynamic environment in which all team members take responsibility for their workload and professional development.

• Build strong relationships with Group & Events Department associates, Proactive Sales team and Hotel operations teams, ensuring clear communication between all departments.  Liaise with each department when necessary ensuring a good level of internal communication is maintained at all time to ensure delivery of excellent guest service as appropriate.

• Achieve expected levels of productivity to assist the team with high levels of work load and complete the Tactical Board each day.

• Contribute to the weekly Groups & Events meetings and other meetings as required.

• Actively participate in the Associate Engagement Survey process and support action plans to address feedback within the department.

• Create new reservations, modify and cancel existing group reservations in Opera.

• Monitor rooming list compared to contract and rooms holding and communicate discrepancies to the Senior Event Manager.

• Ensure thorough knowledge of all individual and group guarantee, cancellations, amendments, payment and no-show procedures.

• Ensure clear understanding of all group terminology, including but not limited to concessions, attrition, cut off dates, payment terms, reservations notes and allocations.

• Ensure thorough knowledge of all room categories availability screens. Be aware of the booking levels for both current and future dates.

• Maintain correct accommodation block in Opera booking system, ensuring correct use of group rate codes.

• Ensure you adhere to Event Order distribution timelines and check all Group Recaps and Event Orders are available and checked in time for Hotel distribution.

• Prepare printed copies of Group Recaps and Event Orders for Planning Manager and Executives.

• Communicate daily with Senior Event Manager on any critical issues relating to any upcoming events and any anticipated variances to forecasted revenues.

• Send out monthly communication on feedback received for Groups and Events.

• Be the sole owner of the Event’s Department in-box, action all emails received daily.

• Attend and be prepared for the daily tactical meeting, be flexible and assist depending on the demands of the daily business.

• Ensure a good knowledge of Opera in order to be competent in checking bedroom and function space availability.

• When requested take responsibility and be empowered to make decisions when quoting for business, adhering to the pre-set strategic guidelines. 

• Actively participate in all Marriott Luxury Global and Local Sales Blitzes

• Ensure adherence to the Hotel(s) credit policies and procedures, data handling and PCI Policies.

• Assist with any revenue or invoice queries to ensure these are addressed in a timely manner.

• Ensure a thorough understanding of all Marriott corporate programs impacting on group and banqueting business including but not limited to iPay, EchoSign, SFA and ensure that these tools are maximised on a daily basis. 

• Ensure adherence to the EAME Marriott standards when utilizing Opera including but not limited to the inputting of bookings, group blocks, contacts, activities and status management.

• Perform any duties deemed necessary and reasonable, requested by the Event Manager or Cluster Director of Sales.