Crowne Plaza Melbourne Oceanfront

Sales Manager

Crowne Plaza Melbourne Oceanfront, 2605 North Hwy A1A, Melbourne, Florida

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

As the local, on property sales contact for customers, the Sales Manager is responsible for proactively soliciting and handling all revenue-related opportunities in a sale. Actively upsells each business opportunity to maximize all revenue opportunities. Achieves personal and team related revenue goals for hotel. Ensures business is turned over properly and in timely fashion for proper service delivery.

ESSENTIAL JOB FUNCTIONS

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 hotels based on the event profile.

• Meets and exceeds individual revenue goals. Effectively manages customer budgets to maximize revenue and meet customer needs and identify opportunities to up-sell products and services throughout the sales process.

• Exceeds company minimum standards with the sales process and acts as a mentor for others within this area.

• 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 customer site inspections

• 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. Focuses on accounts with larger potential sales revenue.

• Responds to incoming inquiries within their market segment within 4 hours.

• Closes the best opportunities for the hotel based on market conditions and hotel’s needs.

• Accurately forecasts group sleeping rooms and revenue for his/her groups prior to the turnover and continues to be a partner for this process after the turnover.

• Creates sales contracts as required.

• Comprehends budgets as needed to assist in the financial management of department. Understands the impact of department’s role in the overall financial goals and objectives of the hotels and manages to achieve or exceed budgeted goals.

GUEST SATISFACTION

• Ensures a high level of customer satisfaction and builds long terms 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 always known to customer 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 Delphi or other 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 Driftwood Hospitality Management 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.

BUILDING RELATIONSHIPS

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.

• Treats people fairly, with dignity and respect.

• Works to meet goals in a manner that does not disadvantage other employees or groups.

• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.

• Listens and responds to others.

• Is interested in other’s views even if they counter own views.

MANAGING WORK EXECUTION

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

• Adheres to all standards, policies, and procedures (SOPs, etc.).

• Effectively uses sales resources and administrative/support staff.

• 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.

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 (3+) years of progressive sales experience.

• Previous experience in the hospitality industry preferred; experience selling luxury brands and experiential services preferred.

Skills and Knowledge

• Aggressive negotiating skills and creative selling abilities to close on business with a high conversion ratio.

• Possesses software knowledge (Microsoft Office, etc.).

• Possesses systems knowledge (Delphi and Delphi Diagrams).

• 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

• Effective sales skills to up-sell products and services

• Knowledge of menu planning, food presentation, and banquet and event service operations

• Ability to manage guest room and meeting space inventories

• Strong customer development and relationship management skills

• Knowledge of overall hotel operations as they affect department

• Knowledge of AV products and services at both hotels

• 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 relation skills

• Strong presentation and platform skills

• Strong organization skills

• Strong “Closing skills”

• Strong “persuasion” skills

• Ability to use standard software applications and hotel systems

• Effective decision-making skills

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing, and pulling of objects weighing up to ten (10) pounds.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Crowne Plaza Melbourne Oceanfront

Catering Sales Manager

Crowne Plaza Melbourne Oceanfront, 2605 North Hwy A1A, Melbourne

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

Solicit, book, plan and coordinate weddings, functions & meetings while maximizing the banquet space to meet/exceed sales goals. Utilize prospecting skills and strong business sense to consistently exceed catering revenue goals. Report all Catering activities to the Director of Sales & Marketing. Support all Corporate and hotel initiatives as needed.

SALARY IS BASED ON EXPERIENCE

ESSENTIAL JOB FUNCTIONS

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

• Solicit, negotiate, and book new and repeat business through efforts (sales calls, telemarketing, mailings, networking, etc…) while maximizing banquet space to meet/exceed revenue goals.
• Present and sell hotels catering and wedding options at trade shows and wedding expos.
• Execute a territorial marketing strategy to capture the maximum amount of revenue and meet/exceed sales goals.
• Plan, upsell and detail the meeting/function with the client including space requirements, times, equipment, menus, themes/decorations, etc. Complete the contracts, prepare the appropriate paperwork,
• coordinate with the appropriate areas in the hotel, and resolve any issues, complaints, and problems to ensure quality product delivery and customer satisfaction.
• Prepare status and period end reports to keep management abreast of activities.
• Maintain up-to-date knowledge of corporate/hotel procedures and products and the competition’s product, strengths and weaknesses to continually improve sales strategies and the achievement of goals.
• Responds to incoming catering opportunities for the hotel.
• Proactively identifies, qualifies, and solicits new catering business to achieve personal and hotel revenue goals.
• Closes the best opportunities for the hotel based on market conditions and hotel needs.
• Understands competitors’ strengths and weaknesses and knows how to sell against them.
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Effectively develops relationships within community to strengthen and expand customer base for catering sales opportunities.
• Effectively manages and develops relationships with key internal and external stakeholders.
• Ensures a high level of customer satisfaction.
• Builds and strengthens relationships with existing and new customers to include sales calls (to include outside sales calls), prospecting/solicitation calls, entertainment, bridal shows, etc.
• Effectively use sales resources and administrative/support staff.
• Conducts site inspections.
• Creates proposals as required.
• Creates contracts as required.
• Possesses excellent telephone sales skills.
• Possesses strong overall sales skills.
• Understands contract management and legalities.
• Possesses operational knowledge and/or appreciation of operations challenges.
• Has basic knowledge of food and beverage compositions.
• Is knowledgeable of food trends, food and beverage composition, and menu planning. Exercises creativity in designing catering sales solutions.
• Understands food and beverage forecasting and attrition.
• Understands need time strategy as developed by the Revenue Management Team (i.e. Director of Sales & Marketing and Director of Catering Sales).
• Follows all Free Sell guidelines as specified by the Director of Catering Sales & Director of Sales & Marketing.
• Follows all sales strategy as specified by the Director of Catering Sales & Director of Sales & Marketing.
• Understands and achieves team and individual goals.
• Possesses software knowledge (Microsoft Office, etc.).
• Possesses systems knowledge (Delphi, Delphi Diagrams, or other similar programs).
• Participate in communication and professional organizations to maintain high visibility and promote sales.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as required.
• Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervi

GUEST SATISFACTION

• Ensures a high level of customer satisfaction and builds long terms 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 always known to customer 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 Delphi or other hotel system to capture and manage customer information daily.

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.

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

• 2 or more years of hotel catering experience or similar industry
• Proven track record of a consistent ability to provide quality service
• Previous leadership experience preferred

Skills and Knowledge

• Strong verbal and written English communication skills
• Knowledge of the Hotel, Westmont and brand policies and procedures
• Knowledge of the catering, food & beverage with banquet knowledge
• Skills needed to manage the people and variables encountered in the development and implementation of major functions
• Computer literate in MS Word, Excel, and PowerPoint
• Computer literate with Delphi preferred or other system used in hotel
• 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

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing, and pulling of objects weighing up to ten (10) pounds.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Crowne Plaza Melbourne Oceanfront