Senior Sales Manager

JOB SUMMARY

As the local, on-property sales contact for customers, the Senior Sales Manager is responsible for proactively soliciting and primarily handles complex accounts or markets and complex events with greater revenue potential in a particular market segment, for one hotel. Actively upsells each business opportunity to maximize revenue. Achieves personal and team-related revenue goals for one hotel. Supports and acts on behalf of the Director of Sales in his/her absence.


ESSENTIAL JOB FUNCTIONS

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This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

• Builds the department top line revenue by adhering to sales strategy guidelines set forth by the Director of Sales & Marketing. Identifies revenue opportunities for the hotel based on the event profile.
• Handles more complex business with greater revenue potential as well as greater customer expectations.
• Meets and exceeds individual revenue goals for the hotel. Effectively manages customer budgets to maximize revenue and meet customer needs, and identify opportunities to up-sell products and services throughout the sales process.
• Accurately forecasts group sleeping rooms and revenue for his/her groups prior to the turnover and continues to be a part for this process after the turnover.
• 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. Focus is accounts with larger potential sales revenue.
• Responds to incoming inquiries for the hotel within their market segment within 4 hours.
• Participates in the Revenue Management Team meetings when needed, and supports the Director of Group Sales in the development of need time strategy.
• Closes the best opportunities for the hotel based on market conditions and hotel needs.
• Understands the overall market in which they sell - competitors' strengths and weaknesses, economic trends, supply and demand, etc.
• Builds and strengthens relationships with existing and new customers to include sales calls, entertainment, FAM trips, etc.
• Conducts wow customer site inspections.
• Creates sales contracts as required.
• Comprehends budgets as needed to assist in the financial management of the department. Understands the impact of the department's role in the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.

Guest Satisfaction

• Ensures a 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 customer (internal and external) regarding event details. Follows up with customer post-event.
• Makes presence known to customer at all times during this process, regardless of which hotel they sit at. Greets customer during the event phase and hands-off to the Convention Services department for the execution of details. Is 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 the Event Planners meet or exceed their expectations, create loyalty and leads 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 the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes hotel system to capture and manage customer information on a daily basis.

Leadership

...applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Demonstrates commitment to Westmont Hospitality 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.

Managing Work Execution

...proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.

• 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.

• Analyzes candidate's job-related themes, skills and competencies to ensure each placement decision maximizes team dynamics and talent utilization.
• Discusses problems immediately with others before they are forgotten or get out of control.
• 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 area

• Acts independently to improve and increase skills and knowledge.
• Demonstrates an 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.

KNOWLEDGE, SKILLS & ABILITIES

Experience

• Must have a minimum of (5+) year of progressive sales experience

Skills and Knowledge

• Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ratio
• Must be able to "knock on doors" to get the business
• Knows how to conduct research on the Internet
• Weekly prospecting and soliciting goals
• Uncovering new customers (local and social)
• Effective sales skills to up-sell products and services
• Knowledge of menu planning, food presentation, banquet and event service operations
• Ability to manage guest room and meeting space inventories
• Broad understanding of facility management (sanitation, maintenance, operations)
• Strong customer development and relationship management skills
• Knowledge of overall hotel operations as they affect department.
• Knowledge of event technology products and services
• Knowledge of contract management and legalities
• Financial management skills, e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
• Strong communication skills (verbal, listening , writing)
• Strong problem-solving skills
• Strong customer and associate relations skills
• Strong presentation and platform skills
• Strong organizational skills
• Strong "closing skills"
• Strong 'persuasion" skills
• Ability to use standard software applications and hotel system
• Effective decision making skills
• Effective influence skills