Introduction
The employee is aware that s/he works as part of a TEAM.
As TEAM is not only defined the department but the entire hotel.
Successful team members work TOGETHER, not against each other; e.g. experienced team members support/ help inexperienced team members.
The employee is aware that the one and only purpose of his task it to meet and exceed the needs of the external customer, the GUEST!
The employee is aware that s/he represents the image of the hotel and thus, has to behave in such a manner, that no negative image will be reflected on the hotel and corporations.
This can be achieved through technical knowledge of the specific job, however, most of all through ATTITUDE towards the GUEST and also towards the internal customer, COLLEAGUES, DIRECT REPORTS, MANAGERS and PEERS.
ATTITUDE towards guest, colleagues, direct report and managers is not limited to conversation only (direct contact), but more through indirect contact (gesture, body language, appearance, grooming, behaviour, etc.).
Purpose of Job:
To maximize hotel revenue and guest satisfaction by negotiating group business and coordinating the execution of Meeting and Events business with other departments in accordance with the sales business plan.
The job incumbent should be active, proactive, and achieve results.
All work is carried out in line with the hotel’s guidelines, sales business plan, guidelines and service concepts.
Essential Functions/ Success Profile
Working with Others
Exceed Customer Expectations
Anticipate and take action to meet and exceed others needs and expectations
Continually search for ways to increase customer satisfaction thrive on providing service to others
Communicate with Others
Speak clearly and listen effectively one-on-one and in group settings possess basic writing skills
Demonstrate Team Spirit & Cooperation
Enjoy working with others to achieve common goals and objectives
Display upbeat attitude, even under pressure
Volunteer as needed to help ensure team success
Act with Professionalism & Integrity
Conduct business respectfully
Ethically, and honestly
Value the diverse background of others
Taking Responsibility
Take Ownership
Be personally accountable for achieving results in a timely fashion and commit to follow-up
Take ownership of both positive and negative outcomes of work performance
Resolve problems without blaming others
Learn, Develop, & Adapt to Change
Actively pursue self-development; learn from experience; modify behaviour based on feedback
demonstrate flexibility in handling change, unclear situations, shifting priorities, and new job requirements
Learn, Develop, & Adapt to Change
Work without close supervision
Use good judgment
Make sure tasks are completed on time, without error, and up to quality standards
Prioritize activities based on time and attention needed for completion
Attend to Detail
Ensure all job duties are performed with care and attention to detail
personally check work to ensure accuracy
understand how the details affect the big picture
Delivering Results
Demonstrate Functional Excellence
Possess, apply, and continually develop the specific technical knowledge and job skills/requirements needed for effective job performance
Commit to Quality
Ensure high quality, excellence, and value in work processes and outcomes produced with a commitment to meeting or exceeding standards
Follow Policies & Procedures
Perform job tasks based on established policies and procedures
interpret and apply policy correctly in all situations
Take Direction
Follow instructions with flexibility to shift priorities upon request
accept direction with a positive attitude and sense of urgency
understand and respect chain of command
Multitask
Shift back and forth efficiently between two or more activities, balancing priorities effectively
ENERGY PRESERVATION
Motivates and inspire others
Takes ownership
Drives continuous improvement
Demonstrates financial acumen
Main Duties/ Tasks:
Conduct market research to identify selling possibilities and evaluate customer needs
Actively seek out new sales opportunities through cold calling, networking and social media
Set up meetings with potential clients and listen to their wishes and concerns
Prepare and deliver appropriate presentations on products and services
Create frequent reviews and reports with sales and financial data
Ensure the availability of stock for sales and demonstrations
Participate on behalf of the company in exhibitions or conferences
Negotiate/ close deals and handle complaints or objections
Gather feedback from customers or prospects and share with internal teams
Provide customers with a list of available services and their accompanying prices and offer discounts when necessary
Provide customers with a list of available services and their accompanying prices and offer discounts when necessary
Assist clients in selecting the most appropriate service that best meet their specifications and needs
Oversee the booking and reservation of space in a hotel to ensure availability and proper arrangement
Collaborate with other hotel staff to ensure clients have a good time
Monitor the customer service quality of the hotel to ensure customers are tended to appropriately
Conduct price negotiations with customers on behalf of the hotel management to reach a favorable bargain for both parties
Process and facilitate requests for customized services such as room redecoration, equipment, and switch
Coordinate and organize the details of an event such as catering, lodging, seating, and security
Resolve and quell misunderstandings within a hotel premises
Maintain contact with clients to obtain feedback and to discuss opportunities for future business deals
Maintain and update client data base
Updating information on Sales & Catering
Conduct assessment of sales performance to make necessary adjustments to increase patronage
To develop and maintain new business wherever possible from identified market segments and sources of business
To maintain accurate accounts and data sheets on all active accounts; to monitor this data via the system
To entertain key accounts when necessary with prior approval the Sales & Marketing Manager
To monitor and analyse competitors sales promotion and activities
To constantly refine product knowledge
To respond to any changes in the departmental function as dictated by the industry, company or hotel
Other Duties/ Tasks:
To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
To ensure that all employees have a complete understanding of and adhere to the Hotel Employee Rules and Regulations.
To ensure that all employees provide a courteous and professional service at all times.
To undertake duties of the Duty Manager as dictated by Hotel’s Duty Managers Roster.
To adhere to Company and Hotel rules and regulations at all times.
Should be familiar with QHSE – FSMS Policy
Reports incidents/ training requirements/ new hazards etc. to direct (DOSM)
reports to (DOSM) if suffering from any kind of diseases 4) participate in various training programs including emergency mock-drills
Listen and understand QHSE & FSMS related requirements in work 5) Understand departmental objective and work towards achieving it
Occasional Duties/ Tasks:
To report any equipment failures/problems to the Maintenance Department
To pass any maintenance requests to the Maintenance Department
To participate in any Training/ Developments schemes as recommended by senior management
To assist the Duty Manager in any task outlined/ detailed by him/her
To comply with any reasonable request made by management to the best of your ability
Personal Requisite
Language: Fluent in English, multilingual ability preferred.
Education: MBA or BA in Hospitality Management or equivalent
Experience: 2 years’ experience in overall operation with the hotel industry
Computer knowledge: MS Office (Word, Excel, Outlook & PP), Micros, Opera PMS
Personal appearance: The uniform should be worn with pride and dignity.
The uniform must be kept clean, tidy and well maintained.
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