Hospitality Consultant
FedEx Office - Boston, MA

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The Convention Specialist (CS) is a center-based position in a non-traditional retail (NTR) location servicing the hospitality industry. This is a customer-focused position responsible for providing customer service that enhances the delivery of FedEx Office’s (FXO) products and services. The role encompasses extensive interaction with customers and print decision makers on local sales calls, over the phone and in-center. The CS works with minimal supervision and interacts on a daily basis with customers, Center Managers, Business Development Advisors (BDA), center team members, vendors and personnel of the NTR host facility (which may be either a convention center or hotel) toward accomplishing established business objectives.

Responsibilities:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

Customer Service/Retention Activities
  • Serve as an on-site contact for convention managers, sales managers and meeting and event planners during all phases of a convention/event
  • Work directly with assigned Business Development Advisor to penetrate client account
  • Monitor the quality and timeliness of all convention/event-related work ordered and produced to ensure customer satisfaction
  • Follow up with convention/event staff after the event to ensure satisfaction; Explore opportunities for lead generation in for upcoming convention/events in other venues across FXO network
Local Center Activities
  • Represent FXO by attending group site visits and pre-convention visits of the NTR host facility; This may include making presentations on FXO’s product and service offerings to decision makers (e.g., meeting planners, host property events management team)
  • Maintain contact with key personnel of the NTR host facility for all inquires of FXO’s products and service offerings
  • Take complex job orders and provide quotes to meeting and event planners or show managers; Follow up on bids
  • Assist in the Business Center in daily operations, when needed
Center Marketing Activities
  • Initiate timely contact with future groups via email and phone calls at the time of booking confirmation
  • Meet with the BDA on regular basis to review the targeted strategies and target to drive revenue into the NTR; Assist the BDA implementing established marketing plans
  • Follow up e-mail contact with future groups four to six weeks out; Identify new opportunities and create and/or build business relationships
  • Establish and maintain relationships with internal departments of the NTR host facility
  • Drive revenue at assigned NTR center by making sales calls on nearby hotels and convention facilities to identify and secure new revenue opportunities
  • Coordinate efforts with the Convention Inside Sales group on weekly calls to promote products and services for future conventions/events
All other duties as needed or required

Qualifications:
  • High school diploma or equivalent education
  • A minimum of two years sales and/or customer service experience required
  • Prior experience in the hospitality industry preferred
  • One year work experience at FedEx Office in a role with daily exposure to current product and services preferred
  • Must present a professional image
  • Demonstrated effective written and verbal communication skills; Demonstrated presentation skills to external customers
  • Proven strong organization and planning skills
  • Proven skills and aptitude to excel in a customer-focused and results-driven environment
  • Demonstrated basic computer skills
  • For new hires, must meet all FedEx Office employment qualifications in force at time of hiring, including successful passing of background check
  • For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:
  • Ability to stand during entire shift, excluding meal and rest periods
  • Ability to move and lift 55 pounds
  • Ability, on a consistent basis, to bend/twist at the waist and knees
  • Ability, on a consitent basis, to communicate effectively with customers, vendors, and other team members
  • Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
  • Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
  • Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
  • Ability, on a consistent basic, to work with minimal supervision

QUALITY DRIVEN MANAGEMENT (QDM);

(Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.)
  • Suggests areas for improvement in internal processes along with possible solutions
  • Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility
  • Applies Quality concepts presented at training during daily activities
  • Supports FedEx Office Quality initiatives

FedEx Office - 12 months ago - save job - - block
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