Hotel Sales Manager

About the role

As the local, on-property sales contact for customers, the Sales Manager is responsible for proactively soliciting and handling all revenue-related opportunities. Actively upsells each business opportunity to maximize revenue. Achieves personal and team revenue goals for the hotel. Ensures business is turned over properly and in a timely fashion for proper service delivery.

Responsibilities

Business Results

• Builds department top-line revenue by adhering to sales strategy guidelines set by the Director of Sales & Marketing
• Identifies revenue opportunities based on event profiles
• Meets and exceeds individual revenue goals
• Effectively manages customer budgets to maximize revenue and meet customer needs; identifies upsell opportunities throughout the sales process
• Exceeds company minimum standards with the sales process and mentors others in this area
• Understands the overall market — competitors’ strengths and weaknesses, economic trends, supply and demand
• Builds and strengthens relationships with existing and new customers through sales calls, entertainment, FAM trips
• Conducts customer site inspections
• Excels at proactive selling; targets key accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation
• Proactively identifies, qualifies, and solicits new business to achieve personal and hotel revenue goals; focuses on accounts with larger potential sales revenue
• Responds to incoming inquiries within their market segment within 4 hours
• Closes the best opportunities for the hotel based on market conditions and hotel needs
• Accurately forecasts group sleeping rooms and revenue for groups prior to turnover and continues as a partner after turnover
• Creates sales contracts as required
• Comprehends budgets to assist in financial management of the department
• Understands the department’s impact on overall financial goals and manages to achieve or exceed budgeted goals

Guest Satisfaction

• Ensures high level of customer satisfaction and builds long-term, mutually beneficial customer relationships to support future revenue growth
• Coordinates and communicates verbally and in writing with customers (internal and external) regarding event details
• Follows up with customers post-event
• Maintains presence with customers at all times during the process, regardless of which hotel they are at
• Greets customers during the event phase and hands off to Convention Services for execution
• Available to solve problems and/or suggest alternatives to previous arrangements
• Displays leadership in guest hospitality and ensures consistent, high-level service throughout all phases of hotel events
• Ensures products and services sold to Event Planners meet or exceed expectations, create loyalty, and lead to increased market share
• Sets a positive example for guest relations
• Interacts with guests to obtain feedback on product quality and service levels
• Effectively responds to and handles guest problems and complaints
• Reviews Guest Service Results with leaders
• Participates in development and implementation of corrective action plans
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Utilizes Delphi or other hotel system to capture and manage customer information daily

Leadership

• Applies broad business knowledge and balances short- and long-term perspectives to generate strategies while leading the organization to achieve them
• Demonstrates commitment to Driftwood Hospitality Management operating principles and philosophies
• Holds self and others accountable for achieving results
• Addresses conflict in a timely manner
• Contributes to team results
• Deals with change effectively
• Makes decisions, including employees/team, and commits to a course of action with available information

Building Relationships

• Eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals
• Treats people fairly, with dignity and respect
• Works to meet goals in a manner that does not disadvantage other employees or groups
• Demonstrates business ethics and personal integrity; is widely trusted and seen as direct and truthful
• Listens and responds to others
• Is interested in others’ views even if they counter own views

Managing Work Execution

• Proactively ensures others have the accountability, authority, and resources necessary to manage work execution and drive results
• Adheres to all standards, policies, and procedures (SOPs, etc.)
• Effectively uses sales resources and administrative/support staff
• Approaches work with a sense of urgency and purpose
• Allocates time and resources effectively when faced with competing demands
• Overcomes obstacles to accomplish challenging objectives
• Follows through on inquiries, requests, and complaints

Generating Talent

• Proactively identifies and develops talent within the organization
• Discusses problems immediately with others before they are forgotten or escalate
• Actively pursues self-development
• Explains own rationale and thought processes to help employees improve their skills

Organizational Learner

• Actively pursues learning and self-development to enhance personal, professional, and business growth; shares learning; demonstrates depth of knowledge in technical or specialized areas
• Acts independently to improve and increase skills and knowledge
• Demonstrates awareness of personal strengths and areas for professional improvement
• Shares learning, innovations, and best practices with others
• Is willing to learn from others
• Performs all technical/procedural requirements of the job

Requirements

Experience

• 3+ years of progressive sales experience
• Previous experience in the hospitality industry preferred
• Experience selling luxury brands and experiential services preferred

Skills & Knowledge

• Aggressive negotiating skills and creative selling abilities to close business with a high conversion ratio
• Software knowledge (Microsoft Office, etc.)
• Systems knowledge (Delphi and Delphi Diagrams)
• Ability to “knock on doors” to get business
• Internet research skills
• Weekly prospecting and soliciting goals
• Uncovering new customers
• Effective sales skills to upsell products and services
• Knowledge of menu planning, food presentation, and banquet and event service operations
• Ability to manage guest room and meeting space inventories
• Strong customer development and relationship management skills
• Knowledge of overall hotel operations as they affect the department
• Knowledge of AV products and services at both hotels
• Knowledge of contract management and legalities
• Financial management skills (understanding P&L statements, managing operating budgets, forecasting, scheduling)
• Strong communication skills (verbal, listening, writing)
• Strong problem-solving skills
• Strong customer and associate relation skills
• Strong presentation and platform skills
• Strong organization skills
• Strong closing skills
• Strong persuasion skills
• Ability to use standard software applications and hotel systems
• Effective decision-making skills

Physical Demands

• Frequent walking, standing, sitting, hearing, talking, smiling
• Lifting, pushing, and pulling objects weighing up to 10 pounds

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off