Job description
Job Summary
Provide clerical and administrative support for the Sales Managers, including dictation, typing, computer input, filing, tracing, answering telephones (for entire office as required), printing reports, payroll, maintaining manager files and departmental records/logs. Will provide clerical and administrative support to other key executives, notably the Director of Sales & Marketing.
Essential Functions
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Greet guests during events.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Access all functions of computer.
- Set up work station with necessary supplies and resource materials.
- Complete supply requisitions and submit to Sales Manager; stock office supplies upon receipt.
- Answer telephone.
- Record messages.
- Answer calls for Sales Manager as requested.
- Make telephone calls to specified individuals as requested by the Sales Manager.
- Greet all individuals arriving at sales offices and assist with their needs.
- Document and maintain appointment calendar for Sales Manager.
- Arrange meeting room requirements as requested by the Sales Manager.
- Maintain accurate trace files and communicate daily traces to Sales Manager.
- Establish and maintain filing procedures.
- Prepare the daily reader board.
- Retrieve and distribute departmental mail.
- Process requests for overnight mail and other delivery/messenger services.
- Prepare and send faxes; receive and distribute faxes to appropriate personnel.
- Make photocopies.
- Type correspondence, memos, proposals, contracts and reports.
- Proofread and correct documents, correspondence, memos, proposals, contracts and reports.
- Attend designated meetings, take minutes, transcribe and distribute.
- Document all guest requests/complaints and communicate such to respective personnel for proper handling. Follow up on guest satisfaction.
- Forward all guest comment cards to the Sales Manager; prepare response letters. Follow up where required.
- Prepare complimentary and purchased gift certificates.
- Prepare and distribute Sales Manager's requests for complimentary room reservation
- Complete and distribute amenity request forms; follow up on any changes.
- Perform notary duties.
- Maintain a current manual on all departmental forms and form letters with instructions.
- Coordinate service repairs for office equipment, ensuring minimal costs.
- Prepare work orders for maintenance repairs and distribute to Engineering. Monitor completion of work orders submitted.
- Coordinate travel arrangements, hotel reservations and car rentals as required for the Sales Manager's business travel needs.
- Coordinate floral and other vendor amenity requests with authorized suppliers.
- Maintain confidentiality and security of specified hotel information, correspondence, reports and files.
- Prepare daily/weekly departmental payroll records and submit to Sales Manager.
- Document pertinent information in departmental log book.
- Assemble Sales/Press kits
SALES & MARKETING REPORTS
- Prepares and distributes daily, weekly, monthly and quarterly sales and marketing reports to sales staff, directors,
- Group rooms bookings pace, bookings pattern summary, sales production, sales manager bookings activity, and lost business.
- Produces reports and graphs for and coordinates property’s annual Marketing Plan.
- Coordination and formulation of custom reports for various marketing, forecasting and operational purposes.
- Reports as requested by the Director of Sales and Marketing or Director of Sales, or other departments.
- Reports sales production monthly compared to plan. Updates report monthly.
DATABASE MANAGEMENT
- Works closely with IT staff and vendors to trouble shoot database problems, to determine if it is user error, program functionality, or hardware functionality.
Assists in evaluating software and database requirements, limitations and functionality and reports enhancement needs IT.
Trains and supports ALL new employees on the database application, implements new database features, standards and procedures on an ongoing basis, working closely with all sales, catering and conference planning users.
- Keeps all system manuals and standard operating procedures up-to-date; contributes to the ongoing formulation of training and standard operating procedure manuals.
Other Duties
- Prepare and maintain all daily, weekly, and monthly revenue reports according to Destination Hotels, and p Provide clerical and administrative support for the Sales Managers, Planning Managers including, computer input, filing, tracing, answering telephones (for entire office as required), printing reports, maintaining manager files and departmental records/logs. Will provide clerical and administrative support to other key executives, notably the Director of Sales & Marketing as needed.
Ensure phone coverage is adequate during regular office hours for sales, catering and planning offices, lunch hour etc.
Supports Marketing team when required: Menu development, layout and delivery to operations, special event projects as needed.
- Property established standards, including strategy board, pace reports, and all MK reports.
- Rotational support and sales of Day Meetings
- All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed associates.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Working Conditions & Physical Requirements
Physical Effort:
Significant portions of day require prolonged standing, moving and sedentary work. Ability to visually review documents and computer screen throughout day.
Physical Environment:
Ability to walk or stand for extended periods of time during course of shift.
Manual Skills
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.
Work Schedule:
Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.
Safety:
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.
Qualifications
Education:
High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.
Experience:
At least two years customer service experience preferred. Prior experience within a four star hotel brand preferred.
Computer Skill & Other Technical Skills:
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Nextel phones, etc).
Communication:
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.
Licenses or Certifications:
n/a
Other:
Must be customer-service oriented and have excellent hospitality skills.
Must be able to calculate basic mathematic functions.
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