JOB SUMMARY
As the local, on property sales contact for clients and guests, the Group and Catering Sales Manager is responsible for proactively soliciting and handling all revenue-related opportunities in sales. Actively upsells each business opportunity to maximize all revenues. Achieves personal and team related revenue goals for the hotel. Ensures business is turned over properly and in a timely fashion for proper service delivery. Solicit, book, plan and coordinate meetings/functions while maximizing the banquet space to meet/exceed sales goals. Utilize prospecting skills and strong business sense to consistently exceed sales and catering revenue goals. Report all Group and Catering activities to the Director of Sales & Marketing. Enliven the Westmont Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
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 client 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 four 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.
- 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.
- 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.)
- Follows all Free Sell guidelines as specified by the Director of Sales & Marketing.
- Follows all sales strategy as specified by the Director of Sales & Marketing.
- Understands and achieves team and individual goals.
- 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 supervisor.
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.
- 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.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Utilizes CI/TY 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 Westmont Hospitality operating principles and philosophies.
- Holds self and others accountable for achieving results.
- 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.
KNOWLEDGE, SKILLS & ABILITIES
Experience
- Must have 3+ years of progressive sales experience.
- 2+ years of hotel catering experience or similar industry.
- 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 (CI/TY).
- Must be able to “Knock on doors” to get the business.
- Knows how to conduct research on the Internet.
- 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 problem-solving skills.
- Strong customer and associate relation skills.
- Strong presentation and platform skills.
- Strong organization skills.
- Strong “Closing skills”.
- Strong “persuasion” skills.
- Strong verbal and written English communication 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.
Hotel ICON Houston
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