Principle responsibilities and position purpose:
As a G,C&E Executive for the Waldorf Astoria Amsterdam you will be responsible to actively convert customer enquiries into confirmed business and to develop future and repeat business from all accounts, contributing to the profitability of the hotel.
To work with others in the team to develop successful customer experiences and to deliver True Waldorf Service whist ensuring a clear and effective line of communication is maintained with Event Organisers and Banqueting Operations and Front Office within the Hotel.
Essential functions:
Sales Focus:
Proactively identifies new opportunities to drive repeat/new business from customers
Strive to convert every piece of business no matter what value.
Convert incoming enquiries to bookings to achieve targets
Maximise sales and revenue by being aware of all sales opportunities within all areas of the hotel, and proactively promoting hotel services
Handle all enquiries and customer requests (including traces) promptly, in a friendly and professional manner in line with company standards and customer requirements
Make follow-up calls where a prospect is identified from the incoming call and chase tentative business for conversion to definite
Handle turndowns professionally, looking for opportunities to move business to different date or refer to another Hilton property
Identifying where colleagues / management can add value to process and involving them as appropriate
Conduct client showrounds and attend client dinners and appointments as required (also after office hours)
Maintain a high level of product knowledge about the hotel and local area
Develop positive business relationships and a high standard of communication with all sources of business and between the hotel and all worldwide sales offices
Support an environment where everyone sells, including other Hilton Properties
Pro-actively seek feedback from customers on a regular basis
Carry out competitor checks and keep abreast with activities on the local market.
Actively seize sales opportunities and be able to quantify the business which we handle
Manage and support proactive selling activities such as Bring Back Old Business (BBOB), key prospects, Sales Blitz Days, etc
Identify sales leads for the sales department to follow up for potential future business
Develop and expand current existing accounts, focusing on achieving repeat business and up-selling opportunities
Planning Focus:
Consistently focussing on upselling in planning phase
On property cross departmental communications, such as perfoming and managing daily and BEO meetings with operational departments
Administration and coordination of events/rooms and bookings
Entry & review of rooms lists
Correct, efficient, and timely communication with customers/guests and team members during planning of the groups and events
Timely creation and distribution of BEOs, Changelogs, updates, etc.
Execute precons before and after the event
Welcoming, taking care and saying goodbye to our customers / guests during the event
Control of (deposit) invoices for completeness and timely payments
Performing and managing of BEO meetings with the operational departments of the hotel
Performing event debrief with the organizer post event
Customer Focus:
To fully understand the needs of the customer and strive to meet or exceed those expectations at all times
Versatile and positive in developing and managing customer relationships with a high standard of communication
Have a personal impact, taking responsibility and using initiative to resolve issues
Be flexible, responding quickly and positively to changing requirements
Commercial Focus:
Adopt a ‘Sales’ attitude.
Accountability for achieving GC&E revenue targets through a deep understanding of the product and by increasing conversion at the highest possible rate
Take all telephone/fax/email Group, Conference & Events enquiries from customers, ensuring a turnaround times in line with brand standards and customer requirement
Evaluate each group enquiry against the potential displacement of revenue using appropriate systems, tools and demand calendars
Adhere to the group selling strategy and demand calendar laid down by the GC&E Manager / Director of Business Development (DBD)
Work closely with the GC&E Manager / DBD to ensure that the selling strategy for the hotel(s) is in line with demand and the marketplace through effective diary and rate management
Carry out follow-up calls with client and Event Organiser as needed, both inside and outside office hours
Administration:
Organise and prioritise work in order to ensure guaranteed response times and deadlines are met
Handle all administrative tasks in an efficient and timely manner
Keep departments and customers updated in a timely manner
Create accurate and customer focused written Proposals, quotations and confirmations for clients in line with departmental standards
Ensure accurate and up to date customer records in Delphi/OnQ and that all best practices are followed and maintained with an emphasis on activities to ensure the business is converted in a timely manner
Maintain an effective filing system as directed including past records
Participate in departmental meetings, team briefings and project work and support other team members and provide assistance when necessary to ensure the team collectively achieve their goals
Ensure continued high quality of internal communication to operational departments through Banquet Event Orders (BEO’s).
To comply with all systems, procedures and GC&E best practice as laid down by Hilton Worldwide.
Ensure that all activities are in compliance with national laws and regulations, and Hilton World wide’s operating policies, processes and systems.
Adhere to all company credit policies to ensure that all revenue expected will be received (chase pre-payments when required, take required deposits, ensure all billing instructions correspond with fax confirmation, and send Credit Application forms as required)
People:
Be motivated, committed and enthusiastic, seizing opportunities to learn new skills or knowledge in order to improve personal performance
Maintain good working relationships with fellow colleagues and other departments
Attend appropriate training courses as and when required and be able to train other members of staff to the required standard for any chosen task
Be able and willing to assist other GC&E team members to provide cover during holidays or other periods as required
General other responsibilities:
To be actively involved in preparation and participation in all relevant business activities and meetings and ensure actions are followed up
Promoting Hilton Worldwide Values as the foundation of the organisations culture.
Be a ‘Brand Ambassador’ of Hilton Worldwide by leading by example
Maintain excellent team spirit
Attend mandatory daily briefings and departmental meetings, etc.
Complete other duties as assigned by manager.
Demonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.
Participates in developing new programs and ideas to improve TWS, guest satisfaction and revenue sources.
Supportive function:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Specific job knowledge, skill and ability
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to work under pressure and deal with stressful situations during busy periods.
Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
Any additional language(s) is (are) beneficial.
Gains and maintains a broad cultural awareness.
A broad knowledge of the city of Amsterdam, in order to provide a spotless guest experience.
What benefits will I receive?
Your benefits will include a competitive starting salary and holiday entitlement.
As an employee you will become a member of the GO Hilton programme, which provides reduced room rates in all our hotels WORLDWIDE, which means you can choose out of over 8,000 properties in more than 100 countries and all this not only for yourself but off course to share with your friends and family as well. Not only will you receive discount on room rates but also 50% off on Food & Beverage.
In addition you will be entitled to discounts on products and services offered by Hilton Worldwide and its partners, for example Guerlain.
We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.
Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its 18 global brands. The magnitude of this company leads to numerous career opportunities worldwide. The company also manages the world-class guest reward program Hilton Honors®.