Groups and Events Executive - Aloft London Excel

Job Number: 26095783

Job Category: Sales & Marketing

Location: One Eastern Gateway Royal Victoria Dock, London, United Kingdom, E16 1FR

Schedule: Full Time

Position Type: Non-Management

Pay Range: Min: £29k; Annual - Max: £30k; Annual

Position Summary:

• Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling.
• Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets, gift certificates).
• Promote awareness of brand image internally and externally.
• Process requests for redeeming Marriott Rewards points.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Enter Marriott Rewards information into appropriate software when taking guest reservations.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
• Assist management in training and motivating employees; serve as a role model.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Critical Tasks:

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.

Guest Relations:

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication:

• Exchange information with other employees using electronic devices.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette.
• Prepare and review written documents, including proofreading and editing written information to ensure accuracy and completeness.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly.

Assists Management:

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others:

• Develop and maintain positive and productive working relationships with other employees and departments.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks:

• Enter and locate work-related information using computers and/or point of sale systems.
• Read and visually verify information in a variety of formats.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Sales:

• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.

Rewards and Gift Certificates:

• Enter Marriott Rewards information into appropriate software when taking guest reservations.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

At Aloft, we aren’t your typical hotel—but we aren’t too cool for school either. We’re here to be our guests’ launching and landing pad. Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they’re in town to see family, friends, or their favourite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. We’re looking for confident self-expressers who aren’t afraid to draw outside the lines. If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you.

In joining Aloft 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.