Supporting Developing & Executing Sales Strategies
• Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS.
• Assists with the development and implementation of promotions, both internal and external.
• Works with sales leader to ensure understanding of sales strategy and effective implementation of this strategy for the segment.
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
• Monitors all day to day activities of direct reports.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Approves space release for catering to maximize revenue (DOS, Group) in the absence of a Business Evaluation Manager.
• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).
Analyzing & Reporting on Sales and Financial Data
• Analyzes market information by using sales systems and implements strategy to achieve property’s financial room and catering goals.
• Assists Revenue Management with completing accurate six period projections.
• Reviews sales and catering guest satisfaction results to identify areas of improvement.
Ensuring Exceptional Customer Service
• Interacts with guests to obtain feedback on product quality and service levels.
• Observes service behaviors of employees and provides feedback to individuals.
• Empowers employees to provide excellent customer service.
• Participates in and practices daily service basics of the brand.
• 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.
• Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
• 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.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• 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 and supports the company’s Customer Service Standards and property’s Brand Standards.
• Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement.
Building Successful Relationships
• Develops and manages relationships with key stakeholders, both internal and external.
• Works with Human Resources, Engineering and Loss Prevention to ensure compliance with local, state and federal regulations and/or union requirements.
• Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with GSO Managers and customers.
• Works collaboratively with off- property sales channels (e.g., Event Booking Center, Market Sales, GSO) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.
Managing and Conducting Human Resource Activities
• Utilizes all available on the job training tools for employees.
• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
