NAGMA KHAN

DUTIES & RESPONSIBILITIES AT FAIRFIELD BY MARRIOTT, AHMEDBAD

• Tracking and analyzing market data i.e., Hotel performance vis-à-vis competition via OTA Insight
• Comprehensive market knowledge – competition (existing and new - visit in each city), changing business environment, changing infrastructure.

Portfolio management:

• Portfolio review: productivity month on month and quarter on quarter; coverage of accounts; frequency of calling; discovery of new segments; geographical areas, etc.
• Building and strengthening relationships with decision makers and bookers through entertainment, parties, incentives, free stays, etc.

Business and trend analysis

• (month on month and quarter and quarter): OTA Insight, STR Discussion, Offline Comp-set Intel.
• Market discovery - blitzes of the catchment area. The objective is to create and refresh the ‘business map’ of the market i.e. which companies have business for midscale and upscale hotels, who do they use currently, price sensitivity, etc.
• Recommending new markets/cities/locations for hotel’s growth. Feed into the business development effort of the company - assess new opportunities and give recommendations.
• Drive Travel & Trade share for hotel.
• Achieve budget, ADR, Revpar & Occupancy
• Drive EMC & group business unit level and in coordination with RSO.
• To get in touch with the major travel agents for both Inbound & Outbound requirements.

• Identified new potential markets and developed plans for targeting them.
• Used cold calling and networking to achieve the target.
• Developed and implemented strategic sales plans to achieve corporate objectives.
• Managed a portfolio of accounts to achieve long-term success.
• Developed and implemented sales strategies to meet customer needs and increase revenue.
• Cultivated relationships with existing customers to encourage repeat business.
• Identified and targeted new business opportunities through market research and analysis.
• Attended industry events to build relationships with key contacts in the field.
• Trained junior sales staff on techniques for improving customer service experience.
• Utilized CRM software to track leads and manage accounts throughout sales cycle.
• Enhanced product knowledge through continuous learning and professional development activities.

• Helped customers to meet their requirement, answered questions, and offered current pricing advice.
• Assisted teammates with sales-processing tasks to meet daily sales goals.
• Engaged customers in friendly, professional dialogue to determine needs.
• Answered incoming telephone calls to provide room banquet and services information.
• Adapted sales strategies based on customer interactions and feedback to improve results.
• Handled customer complaints in a professional manner.

• Monitored customer satisfaction levels throughout their meal experience.
• Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
• Answered telephone to provide dining information and take reservations.
• Monitored dining room activity to ensure compliance with health regulations.
• Resolved any customer complaints or issues quickly and professionally.
• Answered phones promptly to record and confirm reservations.
• Communicated with servers about new tables, changes in food availability and customer comments.

• Training in overall four core department guest rooms, public areas, restaurants, and other facilities within the hotel.
• Greeted guests upon arrival at the hotel and provided them with information about services available.
• Taking care guest order,requirement, & comments at restaurant.
• Assisted guests at check-in, providing information on various services within hotel.
• Answered guest inquiries, recommending shopping, dining or entertainment.
• Helping Housekeeping staff to prepare a guest rooms.