Sales & Service Manager

Overview

The Sales & Service Manager coordinates services for groups and organizations, holding room blocks, meetings and events on hotel grounds.

The Sales and Service Manager must frequently meet with representatives of groups and organizations to discuss their group & meeting needs.

The main job function of the Sales & Services manager is to synchronize the needs of the group with the operations staff of the hotel to ensure everything runs smoothly and exceeds the expectations of the client.

Responsibilities

• Responsible for the management and planning of guestroom room blocks and related activities.
• Prepares all group resumes and hosts weekly resume meeting with hotel, is the lead point of contact for all hotel departments participating in the event delivery process.
• Coordination of all group business upon turning definite by Sr. Sales Manager. Contact and appropriately follow-up on all signed / contracted business upon receiving turnover from Sr.

Sales Manager within 48 hours (2 business days).

• Maintain well-documented, accurate, organized and up to date file management in order to service client in the most expedient, organized and knowledgeable manner as well as deliver detailed communication to hotel operations team and staff involved in the successful execution of the group pre, during, post stay.
• Develop customer profiles and maintain an effective trace system - including trace dates and references resulting in superior account service.
• Develop strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction.
• Follow up on all client needs and inquiries in an efficient and expedient manner.
• Detail the guestroom block program with the client including; verification and modification of program requirements, prepare appropriate resumes and paperwork to ensure quality service within appropriate periods.
• Anticipate and handle customer complaints and / or problems to ensure quality product delivery, customer satisfaction and repeat business.
• Improve hotel convention services' products through; (a) participation in the development of new sales tools (b) participation in the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customer’s needs.
• Prepare turnover e-mail on behalf of Sr. Sales Managers
• Assist with site inspections as needed.
• Monitor and control individual client budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
• Liaise with the operations department to ensure timely deliverance and execution of all rooming needs
• Attend and lead pre and post conference meetings. Coordinate the pre-con and post-con between the client and hotel staff as needed, reviewing details with all parties.
• Ability to work a varied schedule that may include evenings, nights, and Social Sales Responsibilities
• Responsible for managing all social sales room blocks (ie. Weddings, birthdays, reunions, bar & bat mitzvahs)
• Accountable for achieving revenue and established goals.
• Solicit and prospect new business while continuing to develop and maintain existing accounts and offering excellent client relationships.
• Responsible for selling / coordinating / detailing social blocks. Develop and deliver account strategy relating to overall hotel performance.

Qualifications

• Minimum (2) two years of college, degree desirable.
• Excellent written and oral communication skills.
• Prefer two years of experience in a similar position in similar operation
• Preferred Experience with Delphi, Opera & CVENT
• Experience with Microsoft Office- particularly Word, Excel, and Powerpoint
• Catering sales experience preferred.
• Knowledge of Superior relationship-building skills and able to effectively network.
• Fluency in a foreign language preferred but not required.
• He / she must be able to effectively present information, communicate with clients in a friendly manner, and respond to questions from the Hotel Operations Team, guests, and the general public.

Strong sales solicitation and closing skills, attention to details, effective time management, and ability to meet tight deadlines are required.

The candidate must be willing to work nights and weekends when needed.