CORE WORK ACTIVITIES
Maximizing Revenue
• Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals).
• Recommends booking goals for sales team members.
Managing Sales Activities
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
• Approves space release for catering to maximize revenue (DOS, Group) in the absence of a Business Evaluation Manager.
Analyzing & Reporting on Sales and Financial Data
• Reviews sales and catering guest satisfaction results to identify areas of improvement.
• Assists Revenue Management with completing accurate six period projections.
• Analyzes market information by using sales systems and implements strategy to achieve property’s financial room and catering goals.
Ensuring Exceptional Customer Service
• Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
• Executes and supports the company’s Customer Service Standards and property’s Brand Standards.
• Participates in and practices daily service basics of the brand.
• Empowers employees to provide excellent customer service.
• Ensures that a customer recognition program is in effect throughout Sales.
• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Meets with guests during pre- and post- convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Interacts with guests to obtain feedback on product quality and service levels.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.
Building Successful Relationships
• Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with customers, destination sales and GSOs..
• Develops and manages relationships with key stakeholders, both internal and external.
• Works collaboratively with off- property sales channels (e.g., Luminous, Cvent, 1000meeting, Meeting Select, Destination Sales, Market Sales, LPC, GSO) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
• Works with other key relevant department in resort to ensure compliance with local, state and federal regulations and/or union requirements.
MANAGEMENT COMPETENCIES
Leadership
• Adaptability – Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment.
• Professional Demeanor- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Communication- Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
• Provides business leadership and promotes accountability- To drive superior business results for resort sales; including the successful execution of Group Sales strategies and business processes at resort hotels.
• Problem Solving and Decision Making- Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
Managing Execution
• Building and Contributing to Teams- Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Planning and Organizing- Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.
• Driving for Results- Focuses and guides others in accomplishing work objectives.
Building Relationships
• Global Mindset- Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Customer Relationships- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Coworker Relationships- Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
Generating Talent and Organizational Capability
• Talent Management- Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Organizational Capability- Evaluates and adapts the structure of organizational units, jobs, and work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
• Applied Learning- Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen- Understands and utilizes business information (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen- Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function- specific work challenges.
Devising Sales Strategies and Solutions- Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales strategies that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
Sales Disposition- Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
Sales Implementations- Driving and supporting the implementation of sales strategies and systems; seeking and taking appropriate actions on feedback; taking responsibility for implementation success.
Sales Opportunity Analysis- Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers’ business strengths, weaknesses, and key issues that can inform sales strategies and plans.
Sales Coaching- Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
Sales Call Facilitation- Ensuring that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers’ cues.
Communications and Media- Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Sales Ability: Persuasiveness- Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
Basic Competencies- Fundamental competencies required for accomplishing basic work activities.
Writing- Communicates effectively in writing as appropriate for the needs of the audience.
Reading Comprehension- Demonstrates understanding of written sentences and paragraphs in work- related documents.
Oral Comprehension- Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Mathematical Reasoning- Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work- related issues.
Basic Computer Skills- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
