Head of Sales & Business Operations

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