Career Opportunities

Responsibility

PRIMARY RESPONSIBILITIES

1. Sales and Marketing: Focus on building the unit’s top line revenue by managing the day to day activities of direct reports.  Achieve individual goals and coach direct reports to achieve revenue goals and enable business success.

2. Guest Satisfaction: Ensure sales strategies provided to the operations departments is timely, accurate and enable property to meet or exceed guest expectations, create customer loyalty and increase market share. 

3. Human Resources: Hire, develop and retain a diverse workforce to generate revenue and provide reservation sales expertise to the property.  Create and sustain a work environment that focus on fair and equitable treatment and associate satisfactrion to enable business success. 

4. Financial Management: Assist in managing the daily operation of the revenue management department to achieve or exceed budget expectations.  Monitor wages and expenses and make ongoing adjustments as needed to achieve goals.

SKILLS AND KNOWLEDGE 

1.Revenue Management

• Oversees day to day activities of direct reports
• Provide positive and aggressive leadership to ensure maximum revenue potential; set example with personal
• Work with sales leadership to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
• Recommend key performance indexes for sales team members.
• Proactively develop and manage relationships with key stakeholders, both internal and external.
• Complete accurate short and long term projections.
• Analyses market information by using s financial room and catering goals.
• Develop, implement and sustain aggressive solicitation programme focused on increasing business
• Work with management team to create and implement sales plan, address revenue, customers and market for each segment.
• Participate in sales calls with members of Sales team to acquire new business and/or close on business.

2. Guest Satisfaction

• Display leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Interact with guests to obtain feedback on product quality and service levels; effectively respond to and handle guest complaints.
• Meet with guests during pre and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Empower colleagues to provide excellent customer service.
• Observes service behaviours of colleagues and provide feedback to individuals and/or managers; continuously strive to improve service performance.
• Review sales and catering guest satisfaction results to identify areas of improvement.
• Review findings with sales management team to develop appropriate corrective action and shares plans with property leadership.
• Ensure that customer recognition and loyalty program is in effect throughout Sales and Marketing.

3. Human Resources

• Develop, implement and maintain a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job.
• Use all available on the job training tools for colleagues; implement and manage training initiatives and conduct training when appropriate; ensure self and direct report managers attend appropriate core training classes.
• Communicate performance expectations in accordance with job descriptions for each position and monitors progress.
• Administer the performance appraisal process for direct report managers.
• Develop business goals, create appropriate development plans and ensure compliance of sales account management processes as set by the property.
• Assist colleagues based on their individual strengths, development needs, career aspirations and abilities.
• Establish and maintain open, collaborative relationships with colleagues and ensures colleagues do the same within the team
• Actively solicit feedback, utilize an “open door” policy and review staff satisfaction results to identify and address associate problems and concerns.
• Assist with the development and implementation of promotions, both internal and external.
• Participate in sales calls with members of Sales team to acquire new business and/or close on business.
• Manage associate progressive discipline procedures for areas of responsibility.
• Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOP’s and LSOPs)
• Maintain an on-going associate recognition programme

4. Financial Management

• Responsible for financial management of sales budget.
• Participate in the budget development process for sales.
• Manage department’s controllable expenses to achieve or exceed budgeted goals.
• Understand the impact of department’s operation on the overall financial goals; educate staff on details as appropriate.

Qualifications

Education: University graduate
Certification: Hotel management related
Competencies: 

• LEADING PEOPLE
  • Developing Others
  • Empowerment
  • Team Leadership
• ACHIEVING BUSINESS RESULTS
  • Concern for Order and Quality
  • Customer Service Orientation
  • Planning, Organizing and Coordinating
  • Problem Solving and Judgment
• PERSONAL EFFECTIVESS
  • Commitment to Continuous Learning
  • Creative Thinking
  • Flexibility
  • Initiative
  • Integrity
  • Results Orientation
• INTERPERSONAL RELATIONSHIPS
  • Guest/Client Development
  • Information Seeking
  • Listening, Understanding & Responding
  • Service Orientation
  • Teamwork and Cooperation

Experience: Minimum of 12 years’ relevant experience in Sales & Marketing at global luxury hotels, 2 years of which is at DOSM level. Experience working internationally is advantageous.