Functional Job Family:
Sales & Marketing
Primary Job Family:
Front Line Leader
Reports to:
General Manager
Department: Sales & Marketing
JOB SUMMARY
Responsible for proactively soliciting and converting B2B
business across all relevant segments for their hotel or hotels. Actively
up-sells each business opportunity to maximize revenue opportunity. Achieves
personal and team related revenue goals. Ensures business is turned over
properly and in a timely fashion for proper service delivery. Responsible for
driving customer/guest loyalty by delivering service excellence throughout each
customer/guest experience. Provides service to customers in order to grow the
account on behalf of the hotel and seeks actively opportunities from accounts
for other properties in the company.
CANDIDATE PROFILE
Education and Experience
• 3 years’ experience in the hospitality sales and marketing
field.
AND / OR
• Higher education degree or diploma in Business
Administration, Marketing, Hotel and Tourism or related field.
CORE WORK ACTIVITIES
Understanding Market Opportunities & Driving Revenue
• Sits within General Managers Executive team primarily
leading on property commercial activity and creating a sales culture as part of
the leadership team.
• Targets group/catering, Sport, Entertainment Business
Travel and Travel Trade accounts, markets or segments with heavy emphasis on
proactive solicitation and account saturation.
• Partners with SEM counterpart to effectively manage the
business opportunity.
• Leads on Business Travel Sales working with Revenue teams
to collaboratively define strategy.
• Completes all RFP’s within deadlines either via Marfp,
Lanyon or directly.
• Develops effective Sales Intensity Plan and actions.
• Maximizes revenue by upselling packages and creative food
and beverage.
• Understands the overall market - competitors’ strengths
and weaknesses, economic trends, supply and demand etc. and knows how to sell
against them.
• Closes the best opportunities based on market conditions
and individual property needs.
• Ensures marketing brand standards and activations are
pulled through on property.
Providing Exceptional Customer Service
• Handles complex business with significant revenue
potential as well as significant customer expectations.
• Builds and strengthens relationships with existing and new
customers to enable future bookings including activity KPI to include sales
calls, entertainment, FAM trips, trade shows, etc.
• Develops relationships within community to strengthen and
expand customer base for group/catering sales opportunities.
• Supports brand’s Service and Relationship Strategy,
driving customer loyalty by delivering service excellence throughout each
customer experience.
• Provides excellent customer service in order to grow share
of the account.
• Executes brand’s Customer Service Standards and property’s
Brand Standards.
• Executes and supports the business Customer Service
Standards and property’s Brand Standards.
• Participates in and practices daily service basics of the
brand.
• Executes exemplary customer service to drive customer
satisfaction and loyalty by assisting the customer and ensuring their
satisfaction before and during their program/event.
• Serves the customer by understanding their needs and
recommending the appropriate features and services that best meet their needs
and exceed their expectations, while building a relationship and loyalty to the
property and brand.
2
Building Successful Relationships
• Works collaboratively with off-property sales channels
(e.g. Groups and Res Offices, National Sales, Global Sales) to ensure sales
efforts are coordinated, complementary and not duplicative.
• Manages and develops relationships with key internal and
external stakeholders.
• Uses sales resources and administrative/support staff.
Additional Responsibilities
• Utilises MGS for resources and information.
• Conducts site inspections.
• Creates contracts as required.
• Holds accountable those who execute and support the
operational aspects of business booked (e.g., generating proposal, writing
contract, customer correspondence and business delivery)
MANAGEMENT COMPETENCIES
Leadership
• Adaptability - Maintains performance level under
pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveys information and ideas to
others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies
and understands issues, problems, and opportunities; obtains and compares
information from different sources to draw conclusions, develop and evaluate
alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor - Exhibits behavioral styles
that convey confidence and command respect from others; makes a good first
impression and represents the company in alignment with its values.
Managing Execution
• Building and Contributing to Teams - Actively
participates as a member of leadership team to move the Hotel toward the completion of goals.
• Driving for Results - Sets high standards of
performance for self and/or others; assumes responsibility for work objectives;
initiates, focuses, and monitors the efforts of self and/or others toward the
accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organising - Gathers information and
resources required to set a plan of action for self and/or others; prioritizes
and arranges work requirements to accomplish goals and ensure work is
completed.
Building Relationships
• Coworker Relationships - Interacts with others in a
way that builds openness, trust, and confidence in the pursuit of
organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains
relationships based on an understanding of customer needs and actions
consistent with the company’s service standards.
• Global Mindset - Supports employees and business
partners with diverse styles, abilities, motivations, and/or cultural
perspectives; utilizes differences to drive innovation, engagement and enhance
business results; and ensures employees are given the opportunity to contribute
to their full potential.
Generating Talent and Organizational Capability
• Organizational Capability - Evaluates and adapts
the structure of own assignments and suggests improvements to work processes to
best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides support and feedback
to direct and in-direct reports to help individuals develop and strengthen
skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
• Applied Learning - Seeks and makes the most of
learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business
information to manage everyday operations.
• Technical Acumen - Understands and utilizes
professional skills and knowledge in a specific functional area to conduct.
o Sales Ability: Persuasiveness - Using appropriate
interpersonal styles and communication methods to gain acceptance of a product,
service, or idea from prospects and clients.
o Sales Disposition - Demonstrating the traits,
inclinations, and outlooks that characterize successful salespersons;
exhibiting behavior styles that facilitate adaptation to the demands of the
sales role.
o Sales Implementations - Driving and supporting the
implementation of sales strategies and systems; seeking and taking appropriate
actions on feedback; taking responsibility for implementation success.
3
Basic Competencies - Fundamental competencies
required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer
hardware and software (e.g., personal computers, word processing software,
Internet browsers, etc.).
o Mathematical Reasoning - Demonstrates ability to
add, subtract, multiply, or divide quickly, correctly, and in a way that allows
one to solve work-related issues.
o Oral Comprehension - Demonstrates ability to listen
to and understand information and ideas presented through spoken words and
sentences.
o Reading Comprehension - Demonstrates understanding
of written sentences and paragraphs in work-related documents.
o Writing - Communicates effectively in writing as
appropriate for the needs of the audience.