Sales & Operations Manager

Job Description

Job Description

Sales & Operations Manager

Reports To:      General Manager

Requirements:

• College degree or higher-level education preferred

• Minimum 3 years of combined hotel operations and sales experience required

• Minimum 1 year in a supervisory or management-level role

• Experience overseeing Front Desk, Housekeeping, Laundry, and Maintenance operations

• Proven sales experience with account management, prospecting, and revenue generation

• Valid driver's license and ability to travel locally for client visits and sales calls

• Strong leadership, organizational, and communication skills

• Ability to work 50+ hours per week, including weekends and holidays as business demands

• Strong financial acumen with understanding of hotel revenue, labor management, and operating expenses

• Proficient in hotel Property Management Systems (PMS), Microsoft Office, and sales management software

General Responsibilities:

• Oversee the daily operations of Front Desk, Housekeeping, Laundry, and Maintenance departments to ensure efficient hotel operations.

• Lead the property's sales efforts by developing new business opportunities and growing existing accounts.

• Execute the hotel's Sales and Marketing Plan to maximize occupancy and revenue.

• Ensure compliance with company, brand, and operational standards throughout the property.

• Maintain a strong presence throughout the hotel to monitor guest service, cleanliness, and operational excellence.

• Drive revenue growth while effectively controlling labor and departmental operating expenses.

• Serve as Manager on Duty (MOD) as assigned by the General Manager.

• Promote collaboration across departments while supporting overall hotel performance and profitability.

Primary Functions:

Revenue

• Prepare and execute the annual Sales and Marketing Plan.

• Generate new business through direct sales calls, prospecting, networking, and community involvement.

• Maintain relationships with existing accounts to maximize repeat business.

• Utilize revenue management strategies to maximize occupancy and ADR.

• Monitor market conditions and competitor activity to identify new revenue opportunities.

• Achieve and exceed revenue goals, including:

o LNR Actualized Room Nights

o Group Actualized Room Nights

o KNR Actualized Room Nights

o RevPAR Index (YOY)

o Meeting Space Revenue

o Cross-selling opportunities among Fine Hospitality Group properties

Profit

• Monitor and control Front Desk, Housekeeping, Laundry, and Maintenance operating expenses.

• Manage labor scheduling to meet productivity standards while maintaining guest service levels.

• Monitor Cost Per Occupied Room (CPOR) and implement cost-saving initiatives.

• Assist the General Manager in achieving budgeted profitability goals.

Operations

• Oversee scheduling for Front Desk, Housekeeping, Laundry, and Maintenance departments.

• Ensure staffing levels meet operational demands while maintaining labor standards.

• Maintain cleanliness, maintenance, and appearance standards throughout the hotel, including guest rooms, public areas, grounds, and back-of-house.

• Ensure departments consistently operate in accordance with company SOPs and brand standards.

Quality

• Ensure the hotel consistently meets or exceeds Fine Hospitality Group and brand quality standards.

• Monitor guest satisfaction scores and implement service improvements as needed.

• Support employee training and coaching to improve service delivery and operational consistency.

• Maintain high standards for guest experience and operational excellence.

Community Involvement:

• Develop and maintain relationships with local businesses, Chambers of Commerce, Convention and Visitors Bureaus, schools, and community organizations.

• Represent the hotel at networking events, trade shows, and community functions.

• Increase hotel visibility within the local market to generate new business opportunities.

Leadership:

• Motivate, coach, and develop team members across assigned departments.

• Establish clear expectations and hold employees accountable for performance.

• Foster a positive, collaborative, and guest-focused work environment.

• Demonstrate professionalism, integrity, and adherence to Fine Hospitality Group policies and Standard Operating Procedures.

• Promote teamwork and open communication throughout the hotel.

Financial:

• Assist the General Manager with budgeting, forecasting, and financial planning.

• Monitor labor costs, departmental expenses, and operational efficiencies.

• Analyze sales performance and recommend revenue improvement strategies.

• Support financial accountability across all assigned departments.

Specific Responsibilities:

• Submit a daily end-of-day activity and accomplishment report to the General Manager, copying the Director of Operations.

• Maintain proficiency in the hotel's Property Management System (PMS) and all sales software.

• Prepare and post work schedules for Front Desk, Housekeeping, Laundry, and Maintenance departments.

• Develop monthly sales forecasts and communicate business pipeline updates to the General Manager and Corporate Office.

• Conduct monthly safety meetings and ensure compliance with safety procedures.

• Complete timely performance evaluations and employee coaching.

• Maintain appropriate inventory levels for Front Desk, Housekeeping, Laundry, and Maintenance supplies.

• Conduct supply inventories at the close of each accounting period.

• Maintain organized sales files, account records, contracts, and RFP tracking.

• Ensure timely follow-up on all sales leads, inquiries, and group opportunities.

• Build and maintain relationships with vendors and service providers.

• Attend community meetings, networking events, and trade shows to promote the hotel.

• Respond promptly and professionally to guest concerns and operational issues.

• Develop advertising and promotional initiatives within approved budgets.

• Complete weekly Sales Productivity Reports.

• Assist with STAR Report analysis and revenue strategy development.

• Develop relationships with third-party booking partners and maximize cross-selling opportunities across Fine Hospitality Group hotels.

• Monitor hotel website content and third-party distribution channels to maximize online exposure and room night production.

• Be available to work flexible schedules, including weekends, holidays, and emergency coverage as business needs require.

Optimum Attributes:

• Strong sense of accountability and ownership

• Professional appearance and positive attitude

• Excellent communication and interpersonal skills

• Effective listener with strong problem-solving abilities

• Strong organizational and time management skills

• Ability to multitask in a fast-paced environment

• Strong computer proficiency

• Team-oriented leadership style

• High level of integrity and professionalism

• Ability to provide balanced coaching through recognition and constructive feedback

Performance Standards:

• Achievement of budgeted RevPAR and profitability goals

• REVPAR Index (YOY)

• LNR Actualized Room Nights

• Group Actualized Room Nights

• KNR Actualized Room Nights

• Meeting Space Revenue

• Guest Satisfaction Index (GSI)/Medallia Scores

• Associate Satisfaction Index (ASI)

• Brand QA Scores

• Labor cost management and departmental productivity

• Successful execution of Sales and Marketing Plan

• Compliance with company policies, SOPs, and brand standards

• Operational excellence across Front Desk, Housekeeping, Laundry, and Maintenance departments