Multi-Property Sales Manager

Responsible for proactively soliciting and handling group/catering related opportunities for all participating properties. Handles group/catering opportunities not handled by the Event Booking Center. Actively up-sells each business opportunity and appropriately places business into the right brand/property to maximize revenue. Achieves personal and team related revenue goals. Ensures business is turned over properly and in a timely manner for proper service delivery and in accordance with brand standards. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.

 

CANDIDATE PROFILE 

 

Education and Experience

• High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required.

 

CORE WORK ACTIVITIES

 

Building Successful Relationships that Generate Sales Opportunities

• Works collaboratively with off-property sales channels (e.g., Event Booking Center, Market Sales, Strategic Accounts) to ensure sales efforts are coordinated, complementary and not duplicative.

• Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.

• Develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.

• Manages and develops relationships with key internal and external stakeholders.

• Provides accurate, complete and effective turnover to Event Management.

 

Conducting Daily Sales Activities that Achieve Department Goals

• Responds to incoming group/catering opportunities for the property that are outside parameters of the Event Booking Center.

• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.

• Uses sales resources and administrative/support staff effectively.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

 

Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue

• Identifies new group/catering business to achieve personal and property revenue goals.

• 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 for the property based on market conditions and property needs.

• Monitors same day selling procedures to maximize room revenue and control property occupancy.

• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

 

Providing Exceptional Customer Service to all Guests and Customers

• Supports the company’s Service and Relationship Strategy, driving customer loyalty by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.

• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.

• Provides excellent customer service consistent with the 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.

• Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer’s expectations.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels.

• Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.

• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.

• 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 company.

 

Additional Sales and Marketing Responsibilities

• Utilizes intranet for resources and information.

• Conducts site inspections.

• Creates contracts as required.

• Participates in and practices daily service basics of the brand.