Leisure Sales Manager Position Description

Transcription

1 Leisure Sales Manager Position Description majestichotels.com.au page 1

2 PURPOSE Responsible for promoting all Majestic Hotels properties for the purpose of increasing sales revenue in the intrastate, interstate and international leisure based markets. POSITION OBJECTIVES DEDICATION - To increasing and maintaining Majestic Hotels share of the South Australian accommodation market. COMMITMENT AND CONSISTENCY Maintain a consistent approach to ensure the highest levels of service and product are delivered through excellence. ACCOUNTABILITY Through a disciplined approach maintain a culture of self-accountability within the team to ensure the company vision and values are achieved. DISPLAYED INITIATIVE Ability to follow direction and tasks while recognising when attention is needed in other areas and attending to them with the appropriate level of priority. COMMUNICATION Effective communication skills incorporating a collaborative approach including confidence, professionalism and an empathetic approach with internal and external stakeholders. PROFESSIONALISM Consistent approach when collaborating with all levels of staff, customers and external sources. TIME MANAGEMENT - Accountability to achieve all tasks in a timely and efficient manner to ensure customer service levels are maintained at the highest level. ANTICIPATORY SERVICE Identify and service customer s needs before they ask. ACHIEVE COMPANY VISION Achieve our purpose to build true and lasting customer and staff loyalty. majestichotels.com.au page 2

3 KEY RESPONSIBILITIES Source and secure FIT and Group leisure business Manage existing accounts with OTA s and Inbound agents Develop, implement and deliver a sales activity plan, including regular regional and interstate sales trips Prepare, present and negotiate Inbound and Wholesale contracts for all five properties Develop and maintain client relationships Exceed planned revenue objectives for occupancy and average rate at all properties. Improve financial performance on results achieved in previous years Attend Trade Shows, Agent Training and Industry Events Industry Networking Attend monthly yield meetings as required and make recommendations on rates and promotions Achieve YOY growth for Inbound, Wholesale an LMW market segments Promote and project Majestic Hotels commitment as a customer first organisation. majestichotels.com.au page 3

4 Client Relationship Management Build and maintain strong relationships with agents and OTA s, Product Managers and Industry clients for the purpose of increasing sales and yield at all Majestic Hotels properties. Liaise with SATC, wholesale, inbound and retail agents and other industry personnel to maximise Majestic Hotels exposure to decision makers through industry familiarisations. Prepare information/welcome packs for famil guests Obtain feedback from FOM re the success of the famil Establish and maintain a client communication schedule, whereby top agents and clients are contacted on a quarterly basis (with 2 x p.a. /phone contact) to ensure they remain satisfied with the Majestic Hotels accommodation experience (this will also be associated with the sales trip schedule). Undertake entertainment activities for the purpose of making the larger accounts feel valued. Activities may include: drinks, lunch/dinners, gifts, tickets to events/games, vouchers and Christmas party etc. All of this to run through our purchase order system with pre-approval being required from the Director of Sales and Marketing for gifts over $50. Establish and maintain an Account Management Plan for the top Inbound and Wholesale agents. Administrative Tasks and Procedures Maintain accurate and detailed records of all contracts and promotions that Majestic Hotels work with and have implemented. Responsible for all Inbound contracting Review allotments and increase/decrease where applicable Advise the Director of Sales and Marketing immediately of any guest/customer complaints so prompt corrective action can be taken where appropriate Monthly and quarterly room night and revenue reporting for all accounts Review individual performance against agreed KPI s each month to ensure you are on track to exceed targets. majestichotels.com.au page 4

5 Internal Reporting and Communication Submit monthly reports to the Director of Sales and Marketing detailing the performance of Inbound, Wholesale and Retail Agents for both groups and FIT, specific sales activity undertaken; challenges faced and the result of this activity compared to Sales and Marketing strategy objectives as required. Advise Director of Sales and Marketing of any major shifts + or - in business generated from key agents. Advise the Director of Sales and Marketing of the strategy and planned sales activities for underperforming key accounts on a monthly basis. Submit weekly activity report and attend weekly Sales and Marketing meetings and communicate work undertaken and main objectives for the coming week. Liaise monthly with senior management (e.g. Property Managers, Front Office Managers, Restaurant and Function Manager) updating them on what you are doing in leisure area for their site / dept. to increase sales, providing an opportunity for them to offer their ideas / suggestions which will assist you in your role. Inspire others by sharing your WINS Sales Trips and Trade Shows Coordinate, plan and conduct regional and interstate sales trips for the purpose of increasing sales, developing new client and agent relationships, strengthening existing relationships and promoting the Majestic Hotels brand - as per the annual sales trip schedule. Provide the Director of Sales and Marketing with an itinerary prior to commencing your trip detailing which clients you will be meeting. Submit projected sales trip expenses to the Director of Sales and Marketing for approval prior to spending/departure. Provide the Director of Sales and Marketing with a detailed report upon your return including feedback received and action required. Submit actual sales trip expenses to the Director of Sales and Marketing upon return from all sales trips. Undertake follow up activity resulting from the sales trips, including preparing new contracts and passing on any feedback received from existing clients to the relevant property/department. majestichotels.com.au page 5

6 Room Rates and Revenue On an annual basis and in conjunction with the Corporate Sales Manager and Director of Sales and Marketing, for each Majestic Hotels property, make recommendations on rate increases for the INB/WHL market to the Director of Sales and Marketing and implement. Undertake telephone follow up (as required) to measure client response to proposed rate changes. Negotiate contract specifics to achieve maximum profitability whilst satisfying customer needs. Maximise occupancy and average rate of all properties through creative and strategic selling/campaigns. Client Site Inspections Conduct site inspections and host famils at all Majestic Hotels properties for agents as required for the purpose of building awareness and increasing sales. Follow site inspection procedure as established by the Director of Sales and Marketing. Revenue Generating Activities Explore and implement opportunities to generate additional revenue from existing clients through functions, FIT and group business. Coordinate all brochuring. Submit actual FY Room Revenue to the Director of Sales and Marketing with each request for renewal. Qualify leads (i.e. establish a need for accommodation and fit with our properties). Undertake client entertainment and attend networking events for the purpose of building new and maintaining existing client relationships Continually identify opportunities to showcase all the properties, including the function space at the Majestic Roof Garden Hotel. Be commercially aware and stay abreast of changing conditions locally, nationally and internationally which affect their customers business and travel needs Sales training with FO teams at each property as required (manual provided). Maintain positive working relationships with all lead sources and external stakeholders majestichotels.com.au page 6

7 Other Work with other Sales team members when requested by the Director of Sales and Marketing, for cross selling of products Support / back-up other Sales and Marketing Department members as needed in times of absence be it for leave, events, sales trips etc. Also assist in pursuing sales growth opportunity areas as requested by the Director of Sales and Marketing which may be from a different market segment than your key focus area. ORGANISATIONAL RELATIONSHIPS Responsible to the Director of Sales and Marketing. Working with Property Manager/s and Front Office Managers at various sites Working with front office, food and beverage, housekeeping and maintenance staff at various sites SKILLS EXPERIENCE QUALIFICATIONS KNOWLEDGE Required Hospitality/ travel/ tourism industry sales professional Passionate about sales and the hospitality industry Ability to travel regionally and interstate Self-motivated, energetic, proactive and intuitive Ability to negotiate win/win solutions A genuine desire to convert sales Results driven Strong attention to detail Ability to develop and maintain effective business relationships Sound commercial understanding and ability to drive revenue and yield Exceptional time management skills; ability to prioritise workload; multitask and meet deadlines Driver s license and own vehicle majestichotels.com.au page 7

8 SKILLS EXPERIENCE QUALIFICATIONS KNOWLEDGE Highly desirable Sound knowledge of the Tourism and Hospitality Industry including distribution channels and markets A good understanding of balancing yield and occupancy Demonstrated ability to follow a sales strategy and close a sale Demonstrated ability to achieve sales revenue targets Advanced computer skills High level of personal presentation Reliable, honest and company focussed Consultative sales style Warm, friendly and approachable VALUES Demonstrate a work ethic, attitudes and values compatible with Majestic Hotels vision and values, specifically: - Passion for our brand, products, staff, guests and industry Professionalism at all times Commitment to quality customer service standards and values Respect and value of each and every team member across our group High level of communication skills characterised by patience, clarity and empathy at a personal, written and telephone level Flexibility and adaptability to handle changing work environments and the ability to support others in an environment of change High level of interpersonal skills An attitude to work within Workplace Health and Safety requirements majestichotels.com.au page 8

9 VISION STATEMENT our purpose as a company Majestic Hotels purpose is to build true and lasting customer & staff loyalty. We recognise that to truly loyal customers we become the hotels of choice and to truly loyal staff we become the employer of choice! VALUE STATEMENT what we stand for as a company Majestic Hotels values are what we believe in; they guide what we do each and every day. Our customer values - CONSISTENTLY DELIVER GREAT PRODUCTS achieve consistent focus towards maintenance & upkeep of physical product PROVIDE THEM THE ATTENTION THEY DESERVE recognise them early! PROVIDE REGULAR ANTICIPATORY SERVICE identify & service customers needs before they ask DELIVER A CONSISTENT SERVICE STANDARD all staff + all departments + all products APPROACH OF CONTINUOUS IMPROVEMENT - by all staff toward product and service Our staff values- PROVIDE OPPORTUNITY to a highly diverse range of the community, with varying skill levels, respecting those choosing to earn a secure income, as well as those who in addition wish to build a career EMPOWERMENT + ACCOUNTABILITY + COLLABORATION an environment where not only the most senior make decisions; where we all accept responsibility for our individual performance whilst working collectively as a true team RESPECT + VALUE display genuine respect for each other, truly valuing each and every team members contribution no matter the role PROFESSIONALISM conducting ourselves in a professional manner at all times DEVELOPMENT provide clear direction on purpose & function, deliver adequate training, conduct regular appraisals, provide recognition when due & display continuous support PEOPLE ARE OUR BUSINESS OUR SUCCESS DEPENDS ON THEM! majestichotels.com.au page 9

10 I have read and understood the requirements of the role as outlined in this position description. Employee Name Employee Signature Date majestichotels.com.au page 10