People want to work with a person, not a company. PCH is a community of people; associates, guests and ownerships. It is a relationship, built upon common purpose and values. It’s more than a job, a guest experience, or a business investment. Together, we are making a difference in people’s lives. ~Tony Davis, President
Our Benefits Include:
Comprehensive Health Insurance – Medical, Dental, Vision, as well as Voluntary Benefits including Short Term/Long Term Disability and Supplemental Life Insurance
401K with Company Match
Employer Paid Life Insurance
Complimentary Employee Assistance Program
Paid Time Off to include Vacation, Personal, Sick, & Holidays
Discounted Hotel, Spa, Golf, Retail, and Food & Beverage
Tuition Reimbursement ProgramPCH University & Professional Development Series
Associate Referral Program
Lakewood Country Club Membership
Incentive Eligibility
Our Culture:
Our team embodies service that spans beyond typical hospitality. Both warm and authentic, we are a team committed to excellence. Our benchmark is our genuine care for others. For this reason, we love coming to work to create new experiences every day. The secret sauce to our successful recipe: Put people first.
We celebrate our places. We encourage independent thinkers who fill their workspaces and properties with joy. PCH Hotels & Resorts creates experiences, connections and traditions through generations of storytellers.
PCH Hotels & Resorts brings the heart and soul to hospitality. Our core values are the foundation of everything we do!
Summary
Position is responsible for proactively soliciting and securing large group/catering related opportunities with significant revenue potential. Actively upsells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Ensures business is turned over properly and in a timely fashion for proper service delivery. Responsible for building customer loyalty by delivering service excellence throughout each customer experience. Provide service to our customers in order to grow share of the account on behalf of PCH Hotels and Resorts, Inc., across the enterprise.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Executes and supports PCH’s Customer Service Standards, hotel’s Brand Standards and the operational aspects of business booked.
- Participates in and practices daily stand up meetings and service basics of the brand.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to PCH.
- Gains understanding of the hotel’s primary target customer and service expectations; serves customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
- Negotiates services of hotel and executes PCH’s Group Sales Agreement for each business opportunity.
- Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.
- Works collaboratively with off-property sales channels to ensure sales efforts are coordinated, complementary and not duplicative.
- Targets group/catering accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation.
- Partners with group/catering counterpart to effectively manage the business opportunity.
- Proactively identifies, qualifies and solicits new group/catering business to achieve personal and hotel revenue goals. Focus is group/catering accounts with significant potential sales revenue.
- Handles complex business with significant revenue potential as well as significant customer expectations.
- Develops effective group/catering sales plans and actions.
- Maximizes revenue by upselling packages and creative food and beverage.
- Understands the overall market – competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
- Closes the best opportunities for the hotel based on market conditions and hotel needs.
- Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
- Utilizes Marriott Global Source for resources and information (Training Energizers, etc.).
- Leverages available eTools (eRooming Lists, eProposals, Passkey, etc.).
- Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.
- Effectively develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.
- Conducts site inspections.
- Creates contracts as required.
- Sets a positive example for guest relations.
- Provides accurate, complete and effective turnover to Event Management.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to guest problems and complaints.
- Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
- Reviews meeting planner results to understand level of guest satisfaction; continuously strives to improve service performance.
Grand Hotel Golf Resort and Spa, Autograph Collection
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