Administration
• Develops, implements, maximises, monitors and evaluates the hotel’s Sales Strategy (goals, tactics and actions) to achieve and exceed forecasted revenue figures in Rooms, Food and Beverage and all other revenue generating departments.
• Ensures Sales activities are aligned with the Corporate Marketing Strategy and Hotel Actions have been implemented where appropriate.
Customer Service
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.
• Ensures that all Sales employees provide excellent service to internal customers in other departments as appropriate.
• Monitors all hotel employees in delivering the brand promise and provides exceptional guest service at all times, providing positive and constructive feedback as necessary to the respective Head of Department.
• Maintains positive guest and colleague interactions with good working relationships.
Financial
• Assists with the preparation of the Annual Business Plan for Marketing.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Proactively manages all the sales resources and funds, and control departmental costs.
• Strategically analyses business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
• Maximizes employee productivity through the use of multi- skilling, multi- tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
Marketing
• Actively participates in weekly yield meetings and monthly strategic meetings, developing and adjusting sales and pricing strategy.
• Constantly monitors and evaluates local, national and international market trends, and the competitor hotels’ sales initiatives, in order to make sure the hotel’s marketing and sales remain competitive and cutting edge.
• Manages all key sales accounts and groups, evaluates them based on sales account analysis prepared by Marketing & Communications Manager and develops strategies for pricing, inventory, and sales resource allocation.
• Assists to prepare, utilise and update an Annual Sales Plan, broken down as necessary by division and/or department.
• Manages all the hotel sales brand contacts, enforces and maintains the hotel’s brand positioning and concept, agreed upon in the hotel’s Annual Business Plan.
Operational
• Directs and coordinates all selling activities and communicates these activities throughout the hotel.
• Ensures all sales proposals, collateral, digital tools, and other sales communications are in- line with the hotel’s and HI’s brand standards, and up- to- date in terms of information.
• Assists the Marketing & Communications Manager to review and evaluate the effectiveness of selling activities and adjust as necessary to achieve or exceed the objectives as outlined in the Annual Marketing Plan.
• Ensures a high level of exposure for the hotel through direct sales solicitation, telephone contact and written communication.
• Plans and executes sales trips based on business priorities.
• Attends major travel, trade and corporate functions to network and promote the hotel when required.
• Ensures room and banquet space inventories are reviewed weekly and strategies are formulated to fill low occupancy periods.
• Be aware of community, business, political and social factors that may affect the hotel’s financial performance.
• Entertains existing and potential customers and ensures the Sales Team entertains customers based on business priorities.
• Works closely with other Department Heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures all contracts signed by or on behalf of the Sales and Marketing Department follow the established hotel policies and procedures.
People Management
• Assists in the recruitment and selection of all Sales employees; follows hotel guidelines when recruiting and uses a competency- based approach to selecting employees.
• Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Maximises the effectiveness of every Sales employee by developing each individuals’ skills and abilities through the appropriate training, coaching, and/or mentoring.
• Ensures the punctuality and appearance of all Sales employees, making sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
