EBC Coordinator

POSITION SUMMARY

Support the daily operations of the Events Booking Centre (EBC) by handling smaller group and event requests, providing administrative and organizational assistance, and ensuring compliance with all Marriott standards and guidelines. Consult with senior team members and management for approvals and guidance as needed. Respond to client inquiries, prepare proposals and contracts, and assist in the organization of groups & events while following all established processes. This position requires a strong attention to detail, excellent organizational skills, and the ability to collaborate effectively with both internal teams and clients.

Policies and Procedures

• Maintain confidentiality of proprietary information and protect guest privacy and company assets.
• Adhere to all LSOPs related to ballroom release, minimum spend, payment schedules, and other sales guidelines, as communicated by the EBC Manager and the Director of Sales & Distribution.
• Ensure professional appearance and compliance with Marriott standards.

Guest Relations

• Respond promptly to guest inquiries with professionalism and a customer-focused approach.
• Anticipate guest needs, actively listen, and provide tailored solutions to enhance satisfaction.
• Utilize established service recovery processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues and build trust.

Communication

• Use clear, professional communication in all interactions (phone, email, or in-person).
• Draft, review, and proofread documents (e.g., proposals, contracts, memos) to ensure accuracy.
• Answer phone calls with appropriate etiquette and handle guest inquiries efficiently.
• Know the BDRC call standards and follow them at all times.

Working with Others

• Work closely with the Events Planning and Sales teams to enhance guest experiences and revenue generation.
• Work closely with the EBC Executives, EBC Manager, and other senior team members, seeking guidance and approvals as needed.
• Participate actively in training sessions and skill-building activities to develop expertise in sales systems, platforms, and processes.
• Partner with other departments to achieve common goals and foster teamwork.

Sales

• Qualify incoming leads for smaller group and event requests (or as assigned by the EBC Manager), gathering essential details such as event requirements and client budget.
• Consult with the Director of Revenue Management, Director of Sales & Distribution, or senior colleagues to obtain rates and approvals before issuing any quotations.
• Prepare proposals (using MI Sales Companion) and draft contracts with accuracy, ensuring compliance with all company and legal guidelines. Keep SfaWeb and Opera updated at all times.
• Update the Cvent platform regularly and prioritize timely responses to client requests.
• Follow up on sent proposals to support conversion goals and ensure no business is lost.
• Enroll eligible clients into the Marriott Bonvoy loyalty program and explain the benefits of membership.
• Track and report on leads, proposals, and other key metrics as directed by management.

Administrative and Organizational Support

• Perform general administrative duties, including filing, emailing, typing, and maintaining accurate records for the EBC. Provide organizational support for the EBC team.
• Organize and maintain client files, proposals, contracts, and other documentation in accordance with company standards.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Critical Competencies:

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.