Sales & Service Manager

Job Title

Compensation Type

Yearly

Company

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle.

Location

Ace Hotel is a collection of individuals held together by an affinity for the soulful. We are not here to reinvent the hotel, but to readdress its conventions to keep them fresh, energized, human. We believe that hospitality is compassion, that it is not servility but genuine concern for others' well-being. We like the stories that come with things and think that wherever you are, you should feel like you're there. Work can be a beautiful thing when done beautifully, and it's a lot more fun done together than apart. This, more than anything else, is why people want to sleep with us.

Overview

Direct booking and detailing of group room blocks and affiliated meetings or events for various clients including corporate, leisure, and social clientele as assigned. Maximizes profitability and revenue of the hotel by upselling in order to achieve sales goals and positively impact hotel revenues.

Responsibilities

• Perform job responsibilities in accordance with organizational standards.

• Cultivate client partnerships and ensure that all details are communicated and executed for a successful and enjoyable experience for all involved.

• Regularly contact existing accounts based on the tracing frequencies of the Account Coverage Program.

• Actively sell guest rooms and food & beverage where applicable to small groups as assigned, ensuring monthly and quarter goals are met

• Initiate and follow up on leads.

• Use your property's computerized sales management system to manage the hotel's business, including (but not limited to) generating reports, entering business, blocking space, building accounts, and logging activities.

• Conduct a professional, thorough site inspection of the hotel with clients, exhibiting key features and benefits of the property.

• Abide by Prime Selling Time (PST).

• Professionally represent the hotel by participating in client and industry functions as appropriate.

• Review sales contracts as well as other key details such as room blocks, cut-off date, deposit schedule, payment information, special concessions and attrition clauses and validate with clients.

• Monitor and enforce specific deadline dates related to group rooms cut–off, deposit schedule, BEO requirements and function guarantees.

• Ensure proper invoicing, billing and payment procedures are followed

• Create and distribute group resumes, communicate any changes to appropriate departments and people in a timely manner.

• Recommend enhancements and or upgrades to maximize revenue.

• Participate in weekly Sales Meeting, Operations Meeting, BEO Meeting and any other required meetings relevant to role.

• Prepare Proposals and/or contracts to advise prospective guests primarily of guest room, hotel and meeting or space (as appropriate) and rate availability. Calculate and quote prices within guidelines for the same.

• Obtain rooming list details and validate reservations ahead of arrival.

• Assist in the preparation of required reports (i.e. monthly projections, pace and performance reports, etc.) in a timely manner.

• Operate the Sales Department within established sales expense budget.

• Develop a complete knowledge of company sales policies and SOPs and ensure knowledge of and adherence to those policies by the sales team.

• Maintain a Passion & Drive to outperform the competition.

• Attend all department and hotel meetings as necessary.

• Follow Standard Operating Procedures (SOPs) as outlined.

• Perform any other job duties as assigned

Qualifications

• Superior Communication Skills (written & verbal, including phone skills)

• Computer Skills (Outlook, Word, Excel)

• Sales Software Knowledge Helpful (i.e. Delphi or equivalent, Space Diagramming platforms)

• Professional Demeanor

• Demonstrated ability to multi-task, manage time and work well under pressure

• High School Diploma (or equivalent) - College Degree Preferred

• At least 1-2 Years of Sales Experience (preferably in hospitality)

• Superior Negotiation Skills - Proven ability to close deals

• Must hold a valid driver's license and have the ability to call on potential and current clients

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Hospitality is a 24/7 industry therefore, candidates should anticipate working weekends and holidays as needed.

• Sales Skills – Possesses strong ability to influence and/or persuade buying decisions and to close sales or gain commitment from others; creates good rapport and exhibits the ability to grow and maintain key partnerships.

• Communication – Has both verbal and written skills, in order to effectively execute meetings and events this includes keeping the appropriate departments informed with BEOs and other necessary information; actively listens to extract essential information in order to maximize revenue and execute successful meetings and events.

• Organizational Skills - Ability to determine priority tasks and maintain strong attention to detail.