EBC Executive

Job Title: EBC Executive

Position Summary:

The EBC Executive is responsible for managing guest interactions, resolving issues, and processing reservations and requests with a focus on maximizing revenue and maintaining guest loyalty. This role involves utilizing sales techniques, promoting the brand, and performing general office duties to support Sales & Marketing. The EBC Executive also plays a part in employee training and motivation, ensuring that all interactions align with company standards.

Key Responsibilities:

- Guest Interaction: Handle guest calls, requests, and problems by contacting appropriate departments (e.g., Sales, Data Administration, Accounting) for resolution.
- Sales and Up-Selling: Use sales techniques to maximize revenue and maintain guest loyalty, including up-selling and offering complimentary gifts like rewards points, show tickets, or gift certificates.
- Marriott Rewards: Process requests related to redeeming Marriott Rewards points and enter relevant information into the appropriate software.
- Reservation Management: Process reservation requests, changes, and cancellations received via phone, fax, or mail.
- Office Duties: Perform general office tasks such as filing, sending emails, typing, and faxing to support the Sales & Marketing team.
- Training and Motivation: Assist management in training and motivating employees, serving as a role model for others.
- Adherence to Standards: Follow company policies and procedures, ensure professional appearance and behavior, maintain confidentiality, and protect company assets.
- Guest Service: Welcome and acknowledge guests according to company standards, anticipate their needs, and express genuine appreciation.
- Communication: Use clear and professional language in interactions, prepare and review documents accurately, and handle telephones with appropriate etiquette.
- Team Support: Develop positive working relationships, support team goals, and listen to and address employee concerns.
- Quality Monitoring: Monitor others’ performance to ensure adherence to quality expectations and standards.
- Physical Tasks: Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
- Additional Duties: Perform other reasonable job duties as requested by supervisors.

Preferred Qualifications:

- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 2 years of related work experience.
- Supervisory Experience: No supervisory experience required.
- License or Certification: None required.

Key Skills and Attributes:

- Excellent communication and interpersonal skills.
- Strong organizational abilities with attention to detail.
- Proficiency in using office software and handling general office tasks.
- Ability to handle multiple tasks and maintain a professional demeanor under pressure.
- Strong customer service orientation and sales skills.