Sales Manager, EAST Miami

Trendy and tropical, EAST Miami brings a playful lifestyle hotel with an Asian twist to downtown Miami. Dotted with palm trees and modern art; we offer guests a relaxed space to work playfully and play productively. Located in Brickell City Centre, EAST Miami might be the first Swire Hotels property in North America, but we’re here to make a splash and reveal another side to Miami’s urban jungle.

We are looking for a Sales Manager to join our Sales/ Marketing/ Revenue Management Team at East Miami.

You can create result with us using your expertise to…

Customer Services

• Deliver the brand promise and provides exceptional guest service at all times.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.
• Monitor guest satisfaction regularly and resolve any outstanding issues to ensure future business and answer questions about property facilities/services and room accommodations.
• Listen, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Give personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Maintain positive guest and colleague interactions with good working relationships.

Operational

• Achieve FS minimum Delphi standards with excellent knowledge of Delphi account management system, utilize Delphi as an account/organizational tool; have a working knowledge of local and regional competition.
• Develop accounts (new and existing) by mapping specific business and buying tendencies. Include group profile for each meeting; maintain organized and professional plan for correspondence and follow up.
• Perform daily telephone solicitations to new and existing accounts/customers in defined geographic region.
• Promote awareness to corporate, incentive and association markets via travel to respective regions in the country providing presentations and personal sales calls.
• Maintain communication/relationship with network for the region, as well as other hotels toward achieving pre-determined revenue goal.
• Promote local awareness through maintaining relationships with CVBs and tourism authorities.
• Conduct tours of property to meeting planners and other potential customers while informing of all hotel/resort services available; entertain customers on property, during site inspections, pre-planning trips, and program operation when appropriate.
• Work closely with conference services and catering through execution of definite program; keep Conference Services and Planning Committee promptly and fully informed of all problems or unusual matter so prompt corrective action can be taken where appropriate.
• Negotiate contract specifics to achieve maximum profitability while satisfying customer needs.
• Conduct all sales related interactions with the highest level of professionalism while maintaining specified Swire Hotels standards.
• Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.
• Assist operations team in “crunch” situations.
• Maintain relationships with peers at local hotels/resorts.
• Prepare for VIPs arrivals in terms of clients amenities and/or special requests.
• Resolve clients’ complaints/ requests and liaise with the department concerned to ensure immediate follow up.
• Equip knowledge of the hotel segmentation/discounts and how to handle each.

People Development

• Support Swire Hotels’ cultural and people development implementations and characteristics.
• Promote awareness of brand image internally and externally.

Other Duties

• Attend and contribute to all training sessions and meetings as required.
• Exercise responsible behavior at all times and positively representing the hotel team and Swire Hotels.
• Maintain strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
• Read the hotel’s Employee Handbook and have an understanding of and adheres to the hotel’s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensure high standards of personal presentation and grooming.
• Respond to changes within the Revenue and Sales and Marketing Departments, as dictated by the industry, company and hotel.
• Carry out any other reasonable duties and responsibilities as assigned.

You can go that extra mile by using your skills and qualities including…

• Bachelor’s Degree preferred.
• Bilingual; Spanish and English preferred.
• One to three years of experience in a hotel in sales capacity.
• If required, able to work weekends, and/or holidays.
• Possess high level of verbal and written communication skills.
• Effective time management skills and multitasking capabilities.
• Work hours flexibility including late afternoon, weekends and bank holidays.
• Presentable, fun, well-organized and with multi-tasking capability.
• Ability to give high priority to customer service.
• Flexible and dedicated team player.

With great expectations come great rewards. A range of perks is offered in addition to our competitive packages because happy employees make for a happy company! You can…

• Turn up in smart casual attires and be as comfortable as you can at work!
• Stagger your working hours and have the flexibility to create a working schedule that fits you!
• Dine at our team dining hall and save on meals!
• Enjoy COMPLIMENTARY room nights at all of our hotels b’cause, who doesn’t love to travel?

Swire Hotels