Sales Account Manager - Alcatraz Cruises

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group's portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group's premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group's Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systemsHornblower Group's subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group's additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.


Position Summary:

The successful Account Manager will establish Alcatraz Cruises as the iconic San Francisco experience.

They thrive in a fast-paced environment, take initiative, and is driven to identify new business opportunities and exceed sales goals. They possess strong communication and interpersonal skills, are confident engaging with diverse clients and partners, and demonstrate a solutions-oriented mindset. The right person is organized, adaptable, and collaborative, with the ability to manage multiple priorities while maintaining a positive and professional attitude. A commitment to teamwork, accountability, and delivering results is essential. Pay Structure: Base Rate + Commission

Duties and Responsibilities:

Sales Focus:

• Develops a comprehensive knowledge of the client and market needs, supported by regularly visiting the clients and setting up face-to-face appointments.
• Generates leads, primarily by using high closing rate techniques such as client appointments and networking through current customers for lead generation.
• Identifies and converts prospects to clients by using proven sales processes and approaches.
• Regularly attends networking events and other in-person industry events to learn more about their market.
• Identifies customer needs and uses in-depth product knowledge to prepare winning proposals.
• Convincingly presents proposals in-person during site inspections and face to face meetings.
• Handles objections and solves customer problems, through active listening techniques and by regularly consulting with sales leadership.
• Establishes relationships with associations and business organizations (e.g. Convention & Visitors Bureau, Department of Education, Tour Operators, etc) by regularly visiting these extensions of our sales team and gaining referrals in the process.

Administrative:

• Ability to effectively plan out a schedule for the week, with a focus on closing revenue and executing out of office sales activities including client visits, networking events, ship tours and boarding client events.
• Uses Salesforce (CRM software) to effectively plan and manage the activities in the assigned markets and totrack productivity of these sales activities.
• Uses Anchor (reservation software) to accurately book orders and to create curated proposals.
• Maintains proper personal organization; manages time well, sets appropriate work priorities, and maintains accurate records.
• Works with the Sales Admin to collect payments; maintains accounts receivable within ageing guidelines.

Customer Service:

• Ensures prompt responses to client inquiries, with a goal of getting a quote to the client within 24 hours.
• Ensure complete and accurate product details are communicated to the operations team to ensure proper execution of product promised.
• Follows up with customer within 24 hours after the cruise to further develop the account, while thanking the client for their business, asking for a survey to be completed and if possible, obtaining referrals from the client.
• Works with Operational leaders to resolve all customer issues, while making sure that high priority issues are handled in-person.

Other:

• Attending applicable meetings as designated or necessary.
• Other duties as assigned by operations leaders.

Requirements & Qualifications:

• A minimum of 5 years total sales experience consisting of at least 1-year outbound telephone sales experience.
• Bachelor's degree preferred in related field or related experience.
• Tourism hospitality experience required.
• Proficient with Microsoft office products as well as CRM software.
• Analytical skills required to identify and exploit selling opportunities and large scale partnerships.
• Proposal writing is required, must communicate effectively in written form.
• Establish and maintain effective working relationships as required by job responsibility.
• Must have the ability to persuade and influence people.
• Must have proven leadership skills.
• Must be able to listen effectively, assess the situation, determine relevant issues, identify solutions, and gain consensus.

#AlcatrazCityCruises

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pay Structure: Base Rate + Commissions

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The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.