SALES MANAGER

Sales Manager

January 14, 2022 Solana Beach, California

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.

Role Purpose

Responsible for managing the sales & service of the team to deliver and exceed revenue budgets and service targets for the US sales team

Responsibilities

• Ensure excellent management of the teams bookings from initial enquiry to return home and next booking
• Team management - recruitment, training, mentoring performance management and administration to maximize their potential and growth within the company
• After sales service manage guest feedback and encouraging further bookings and loyalty
• Ensure a high standard of service which is reflect in post-trip guest surveys and NPS scores
• Manage and promote our repeat guest strategy within the business
• Assisting the Sales Manager and General Manager to make changes in working practices to aid continuous improvements in sales and service for our guests and implementing this with your team.
• Manage the teams high standard of service to enquiring guests, new and old, in order to deliver high conversion rates, revenue growth and guest loyalty
• Contribute to the marketing of our trips to high standards of accuracy & attractiveness - via website, collateral direct guest contact and other channels
• Provide input as required into planning of accommodation and other product areas (ground handlers), to include selection and pricing thereof.
• Liaise with Commercial team and Product Managers to ensure that preferred suppliers are prioritized by the sales team, and margins are maximized
• Liaise with Marketing, Sales Operations, Commercial, SDP & Loyalty, HR, and Product teams to ensure that the Travel Consultant (TC) team is working efficiently with these other functions

The duties that derive from these responsibilities include

• Overseeing your teams performance and continually improve the booking process to optimize conversion and ensure that the guest experience of booking a trip is efficient and meets high standards of service
• Monitoring and improve progress towards sales and Gross Profit (GP) targets and reporting on performance
• Efficient collecting, recording and responding to guest feedback
• Maintaining staffing levels in the sales team on both a short-and-long-term basis - to include input into recruitment, induction, management of and recording of absence and annual leave
• Performance management of the team to include training, KPIs, regular reviews, development meetings
• Conducting weekly meetings, monthly 121s and quarterly reviews
• Managing administration of teams existing bookings, issuing of documentation, collection of monies due and reconfirmation of departures
• Ensuring fam trips are planned and budgeted, plus guidelines are followed and post fam work is all completed within the set timeframes
• Completing all reporting on a weekly and monthly basis as required
• Making sure offers and discounts are used to best effect to maximize sales
• Understanding the competitive market and keeping the Commercial team updated with market developments
• Troubleshooting any guest issues pre, during and post departure, including effectively resolving complaints
• Handling out of hours emergency calls for guests
• Contributing to new product development in conjunction with the Commercial team
• Providing input to the IT team for the ongoing development of the in-house reservation system in relation
• Motivating, engaging and inspiring your team to deliver in a fun and educational environment
• Making personal bookings as required on an ad hoc basis
• Such other duties as management may reasonably require from time to time

Essential requirements

• Proven sales management experience, preferably within Scott Dunn
• Proven leadership and coaching qualities
• Recruitment and training of new team members
• Execution of performance management
• Handling out of hours emergencies
• Working within margin guidelines
• Progressive and dynamic mindset
• Proficient on Excel to an advance level (pivot tables, formulae etc)

Values & Behaviours

• All employees must promote, understand and apply Scott Dunns workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.
• In the know - Start by listening. We take the time to understand our guests and colleagues needs. Be Precise. We take pride in getting every detail right.

Own it. We deliver on commitments we make.

In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback.

Work with the best. We attract, retrain and partner with the best.

Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints.

Win together. We celebrate each others successes and have fun.

Location

This is ideally suited to someone who wants to work from our office in Solana Beach, San Diego. However, we will consider a hybrid working pattern for the right candidate.