established in the sales action plan to achieve and exceed the quantitative and qualitative objectives defined in the hotel&039;s Business Plan
MISSION: Responsible for complying with the budget of hotels in their designated segment or geographical areas with a vision of the area of origin business. Capture, develop and retain those accounts and carry out the actions
OPERATIONS
➢ Monitors objective compliance of the accounts under their direct responsibility, as well as of the Key, Strategic and Advanced accounts
➢ Supports the preparation of budgets for the assigned segment and/or the assigned markets and sectors, as well as in the preparation of the hotels’ Business Plan.
that are potential for their hotels, coordinating the monitoring of the latter with their Account Managers.
➢ Capture new local accounts and business opportunities for the company. Coordinate with Sales Development for assignment in ca ses where there is greater potential for other destinations/hotels.
➢ Develop and execute the actions established in the sales action plan to achieve and exceed the quantitative and qualitative objectives defined for the segment, geographical area or sectors assigned to their portfolio.
➢ Manage local accounts not assigned to Account Managers. Among them, it promotes hotels, as well as MHI&039;s global programmes and tools such as MeliáPro Rewards, TravelLabs, etc.
➢ Involvement in the department’s strategic planning phase and preparation of the hotels’ Business Plan.
➢ Coordinates and ensures the inclusion of their hotels in the action plans of the different segments and Account Managers, depending on the needs of the hotels.
➢ Receives and manages requests from business customers (from their assigned segments, geographical areas, sectors) and responds (coordinates with the Account Manager in case of an assigned account).
➢ Responsible for the preparation and implementation of Corporate RFP&039;s, TT.OO Contracts, MICE Agreements, etc... and negotiati on
➢ Preparation of necessary reports for the Business Review.
directly with the customer or through the Account’s Manager. Prepare the Business Cases necessary for the acquisition of new
accounts.
➢ Negotiation of agreements for each of the hotels, as well as their preparation, signature and upload to the relevant internal platform.
➢ Detection of new business opportunities in traditional markets in the different business segments and prospecting for accounts in new potential markets for the destination, directly at the source, or with the help of DMCs or tourism organisations.
➢ Personally monitors the accounts for each hotel and will be the intermediary for any possible account incident, being ultimately responsible for closing the incident and offering a solution to the customer.
In addition, they will communicate these and coordinate with the departments involved.
➢ Coordinate, with the Group Sales Manager, any meeting or group request that their accounts/markets may make for hotels in the area, supporting the closing of the sale personally.
➢ Coordinate with Group Desk, through the Crosselling programme, any meeting or group request that their accounts or business visits
may make for other MHI hotels.
➢ Participate in the preparation and implementation of the pre- opening Action Plan for the hotel.
➢ Develops a site inspections calendar prior to the opening of the hotel, both for local accounts and in coordination with the Head of
➢ Attend assigned events and sales actions organised by third parties or organised by MHI.
Segments for the Key, Strategic.
➢ Promotes and participates in virtual sales actions related to hotels under their responsibility to reach a greater number of customers in a more efficient and dynamic way in the MeliáPro TravelLabs environment.
➢ Maintains a fluid commercial relationship with key tourism organisations and related professional organisations in their Sale s Area (Convention Bureaux, Tourist Offices) participating in those jointly agreed actions (fam trips, promotional trips, etc.).
➢ Plan and execute sales site inspections, of any type or segment, that will take place in the hotels under their responsibility.
➢ They actively participate in local professional organisations and forums related to the Corporate, MICE, Travel Industry segments.
➢ Proposes specific campaigns in the accounts under their responsibility and ensures that they are correctly distributed.
➢ Keeps local companies and associations up to date with the latest news about the hotels in the area, increasing their visibility.
➢ Coordinate and attend Fam Trips in hotels in the area.
ECONOMIC- FINANCIAL
➢ Ensure the fulfilment of the economic goals established in the department and being aware of the economic goals of the hotel, as well as their fulfilment.
➢ Is knowledgeable of the economic results of the hotel and the economic results of their department, as well as the deviations vs. budget/projection.
➢ Support the head of department in the preparation of projections.
➢ Support the head of department in the placing of orders following the established procedure, as well as in the control of materials and services.
➢ Be knowledgeable of their department&039;s budget.
HUMAN RESOURCES
➢ Promote the use of social media following the guidelines established by the company.
➢ Follow up on the climate action plans defined by the department.
➢ Encourage the participation of their team in the wellness programmes available at the Hotel.
➢ Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, Emelia, development plans, Inspiring Opportunities, Graduates Programs, Code of Ethics...).
➢ Identify high potential staff, as well as actively participate in the development of the team and trainees (if applicable).
➢ Support and participate in the identification of talent in their department.
➢ Support in the recruitment of the team and its dissemination in social media.
CUSTOMER EXPERIENCE
➢ Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that
apply to their department.
➢ Be knowledgeable and share with the team the objectives of the Voice of the Customer and to ensure their fulfilment, supporting in the creation and definition of improvement plans if necessary.
➢ Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
➢ Be knowledgeable with the Sensory Architecture established for their areas and ensure compliance with it.
➢ Ensure the customer&039;s experience and personalise their stay, anticipating their needs and exceeding their expectations.
➢ Be knowledgeable of the hotel&039;s services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.
HEALTH & SAFETY// HEALTHY WORKPLACE
➢ Support in the responsibilities assigned to them in the Centre&039;s Self- Protection Manual or local equivalent in other countries.
➢ Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.
➢ Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
➢ Be knowledgeable of the individual protection equipment of the department and to support in its correct implementation and us e by means of the corresponding training actions.
➢ Be knowledgeable of the hotel’s evacuation plan.
SUSTAINABILITY
➢ Ensure metering of energy and/or water consumption for charging to the lessee (if applicable).
➢ Ensure sustainability communication under criteria of truthfulness, rigour and coherence.
➢ Give visibility to sustainable attributes in the customer relationship (under the instructions of the marketing & branding department).
