Sales Manager

JOB DESCRIPTION

Position Title: Sales Manager

Department: Sales / Marketing / Revenue Management

Reports to: Strategic Director of Sales & Revenue

Nature of the Job

Basic Purpose & Objective of the Position

Promote and sell to group market in the assigned region. Generate hotel awareness through direct phone sales; direct sales calls, tradeshows and networking groups. Work closely with sales and marketing team to solicit, sell and confirm group business required to meet budgeted sales goals. (Acts as a liaison for the hotel with; meeting planner(s), travel agencies, corporate agents and others.) Responsible for a high level of communication as a primary point of contact for the hotel.

Main Duties

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.

• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.
• Monitor guest satisfaction regularly and resolve any outstanding issues to ensure future business and answer questions about property facilities/services and room accommodations.

• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.

• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

• Maintains positive guest and colleague interactions with good working relationships.

Operational

• Excellent knowledge of Delphi account management system to achieve FS minimum Delphi standards, while utilizing Delphi as an account/organizational tool; have a working knowledge of local and regional competition.
• Develop accounts (new and existing) by mapping specific business and buying tendencies. Include group profile for each meeting; maintain organized and professional plan for correspondence and follow up.

• Perform daily telephone solicitations to new and existing accounts/customers in defined geographic region.

• Promote awareness to corporate, incentive and association markets via travel to respective regions in the country providing presentations and personal sales calls.
• Maintain communication/relationship with network for the region, as well as other hotels toward achieving pre-determined revenue goal.

• Promote local awareness through maintaining relationships with CVBs and tourism authorities.

• Conduct tours of property to meeting planners and other potential customers while informing of all hotel/resort services available; entertain customers on property, during site inspections, pre-planning trips, and program operation when appropriate.
• Work closely with conference services and catering through execution of definite program; keep Conference Services and Planning Committee promptly and fully informed of all problems or unusual matter so prompt corrective action can be taken where appropriate.

• Negotiate contract specifics to achieve maximum profitability while satisfying customer needs.

• Conduct all sales related interactions with the highest level of professionalism while maintaining specified Swire Hotels standards.
• Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.

• Assist operations team in “crunch” situations.
• Maintain relationships with peers at local hotels/resorts.
• Prepare for VIPs arrivals in terms of clients amenities and/or special requests.
• Resolve clients’ complaints/ requests and liaise with the department concerned to ensure immediate follow up.
• Knowledge of the hotel segmentation/discounts and how to handle each.

People Development

• Supports Swire Hotels’ cultural and people development implementations and characteristics.
• Promote awareness of brand image internally and externally.

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.

• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
• Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

• Ensures high standards of personal presentation and grooming.

• Responds to changes within the Revenue and Sales and Marketing Departments, as dictated by the industry, company and hotel.

• Carries out any other reasonable duties and responsibilities as assigned.

Skills, Qualifications and Experience Requirements

• Bachelor’s Degree preferred.
• Bilingual; Spanish and English preferred.
• One to three years of experience in a hotel in sales capacity.
• If required, able to work weekends, and/or holidays.

• Possess high level of verbal and written communication skills.
• Effective time management skills and multitasking capabilities.
• Work hours flexibility including late afternoon, weekends and bank holidays.

• Presentable, fun, well-organized and with multi-tasking capability.
• Ability to give high priority to customer service.
• Flexible and dedicated team player.