Rosewood Hotel Group Page d’accueil

KEY RESPONSIBILITIES

Job Summary

Responsible for the coordination and smooth running of all aspects and functions of the Sales & Marketing Department in accordance to Kona Village, A Rosewood Resort standards. Acts as the lead communication touch point for both internal and external customers. Acts as a support function for both the Director of Sales & Marketing and the Sales Director/Managers. Assist/coordinate with Group & Events bookings. This position is to administratively support the Sales and Marketing Department including coordination of all aspects and functions related to programs booked (pre-event/arrival, throughout event/arrival, and post event/departure) in accordance with and to Kona Village, A Rosewood Resort’s standards.

Essential Duties and Responsibilities – (Key Activities)

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure that standards are maintained at a superior level on a daily basis.

· Maintain complete knowledge of clients’ requirements for in-house groups:

Nature of Event.

VIP’s and On Site Contact.

Rooming List.

Transportation.

Amenity and Spa requests.

Schedule of Events.

Attend and conduct, when necessary, Pre-Cons.

Payment/Billing arrangements.

· Contribute to the overall financial success of the Sales & Marketing Department.

· Follow up on special arrangements to ensure compliance with such.

· Meet group coordinator/host(ess) prior to function, make introduction and ensure that all arrangements are agreeable.

· Book and manage “pop-up” meetings and functions within the Resort.

· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Promote positive guest relations at all times. Work with all departments communicating and servicing groups prior to and while groups are in house.

· Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

· Monitor and handle guest complaints and ensure guest satisfaction.

· Meet group meeting planners & event sales clients prior to functions, make introduction and ensure that all arrangements are agreeable including when necessary running pre-con meetings with clients and hotel.

· Identify client’s requirements in order that all operating departments can be fully informed and all services rendered, as promised.

· Prepare and review all group resumes and group event requirements and organize into chronological order.

· Meet group meeting planners prior to function, make introduction and ensure that all arrangements are agreeable.

· Run resume meetings with department heads.

· Ensure that all entries in Sales Force (Delphi.dfc) are accurate including setting up a file trace system for each Group booking that documents conversations with client, Sales & Marketing, Event Sales Managers and other key hotel staff.

· Run pre-con meetings with clients and hotel in conjunction with Operational team and Sales Managers/Director as required.

· Load notes and traces into PMS for all group guests.

· Weekly update GRC for GRC meeting.

· Assist and support sales managers in preparing for sales trips and daily activities such as proposals, contracts, etc.

· Have complete familiarity with Rosewood, (brand positioning and core values) and its properties.

· Participate in weekly meetings as required.

· Provide a weekly summary of bookings (tentative and definite) as part of the weekly GRC meeting.

· Be able to conduct site tours of the property.

· Dress in a professional manner that complies with the Rosewood dress code.

· Maintain catering and conference services revenue, average check, post-convention reports.

· Work with all departments communicating and servicing groups prior to and while groups are in house including preparing and reviewing group resumes and group meeting requirements in Resort’s Resume Meeting.

· Communicate all last minute changes, additions and cancellations of groups to hotel.

· Work with other departments, Sales, Credit and Operations to ensure successful handling of group business and timely collection of bills.

· Perform all administrative duties in a tidy, organized manner and maintain offices in an orderly and guest ready environment at all times.

· Draft and execute sales collateral and client / prospect presentations via Microsoft Word, Excel, and PowerPoint.

· Answer all sales and event sales telephone inquiries in a pleasant, courteous and professional manner and ensure that all pertinent information is noted accurately and legibly and quickly communicated to the appropriate manager.

· Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of work load and time of day and ensuring guest satisfaction.

· Maintain positive inner-hotel relationships with all hotel departments to expedite efficient communication.

· Use Sales Force (Delphi.dfc) to create/update accounts or contacts within an account, create new group bookings, revise existing group & event sales bookings, merge group & event sales contracts and adjust clauses as necessary.

· Use Opera to search for specific future or past reservations, add profile information as needed, knowledge of special codes and amenities, access, analyze and print folios for past guests, check rate offerings for specific rate codes, and other Opera functions as they become necessary

· Make room reservations as needed; including print & deliver VIP welcome notes and tracing amenities.

· Maintain complete knowledge of correct maintenance, use of equipment & all safety guidelines. Use equipment only as intended.

· Maintain complete knowledge of:

o Daily scheduled group functions, times, locations, amount of people and specified requirements.

o Location of all hotel function space and names of each room/space.

o All styles of meeting and banquet room set-ups.

o All departmental/hotel policies and procedures.

· Check storage areas for proper supplies necessary to perform all daily tasks and order supplies on regular basis

· Process all purchase orders and special requests.

· Prepare all necessary reports

Others

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business needs dictate.

Required Skills

· Must be able to perform job functions with attention to detail, speed and accuracy prioritization, organization and follow-up

· Be a clear thinker, remaining calm and resolving problems while using good judgment

· Follow directions thoroughly

· Understand a guest’s service needs

· Ability to work cohesively with co-workers as part of a team

· Ability to work with minimal supervision

· Must be able to maintain confidentiality of guest information and pertinent hotel data.

· Must possess computer skills for MS Word, MS Excel, and PowerPoint and various Social Media Applications.

Qualifications

· High school diploma required, and minimum two (2) years of college.

Experience

· Preferred 1-2 years’ operational or administrative experience for a luxury or ultra-luxury hotel/resort.

· Prefer work experience be in the Sales, Marketing, Catering or Conference Services area.

Salary: $28.50/hour