JOB PURPOSE
This is a performance- based position and as such you understand you will be expected to meet the KPI’s established for this position.
The Program Manager is responsible for the leadership and management of the Accor Plus program to achieve budget for their program office(s), through driving their team to meet/exceed sales targets as set by Operations team.
KEY INTERACTIONS
Internal
Program Managers
Operations Manager/Regional Manager
Corporate Office Support Departments
Member Services department
Program office team members – telesales & admin
Director of Operations
External
Accor Plus members and guests
AccorHotels General Managers
AccorHotels hotel teams
AccorHotels Regional Team
Recruitment agencies
KEY RESPONSIBILITIES
Sales Operation
· Ensure a consistent and accurate representation of the product/s at all times.
· Monitor all employees to ensure consistent and accurate representation of the product/s at all times, and strict adherence to legislation and company policies including but not limited to Local Laws, DNC regulation, privacy legislation, Data Breach Response policy, Ethics & Corporate Social Responsibility charter, Workplace Health and Safety, harassment and anti- discrimination laws, where applicable.
· Conduct motivational briefings and meetings to engage and inspire team members
· Accurately prepare reports as required and submit on time
· Manage the fair distribution of leads and renewals in accordance with company policy
· Support and inspire a positive team climate and moral
· Develop business plan to meet annual sales and financial budgets.
· Actively manage the sales operation performance, setting challenging but achievable targets to ensure the team meets or exceeds budget.
· Conduct motivational briefings and meetings to engage and inspire team members
· Ensure the professional presentation of the sales office.
· Administration as required
· To protect the interests of the organisation in terms of adherence to the law, reputation in the marketplace and ability to support organisational objectives now and into the future.
· Build and maintain strong relationships with AccorHotels management to support the development and ongoing management of joint Sales & Marketing initiatives within Accor properties.
· Celebrate sales and wins to build a motivated, high performance culture
· Effectively manage any disgruntled Accor Plus members/guests appropriately
· Monitor outcome of leads and retrain and/or redistribute where necessary.
· Understand, represent and uphold the integrity of the Accor Plus and AccorHotels brand at all times and in all interactions you have with employees and guests
· Complete other tasks that may be assigned by Management from time to time.
· Manage the program offices expenses and petty cash in accordance with budget and policies
Leadership
· Ensure expectations are clearly understood by all through setting clear objectives and expectations, supported by clear communication
· Represent Accor Plus in a professional, courteous and sincere fashion in order to foster good working relationships with all our colleagues, customers and Members in line with our brand, company values and Heartist principles
· Role model behaviours expected from team members and act in accordance with company values, Heartist principles and company policies at all times
· Ensure you and your team’s adherence to legislative and policy requirements (e.g. DNC, Privacy, Data Breach Response, Workplace Health and Safety, Accor Plus policies, compliance, harassment and anti- discrimination laws)
· Create and maintain a positive high performance team culture and moral
· Support organisational goals via participation in implementing key company and sales initiatives
· To provide clear direction and leadership to all sales team members, including management team and administration to ensure effective team functioning
Recruitment & Selection
· Oversee, manage and/or participate in the end to end recruitment process to ensure high caliber of candidates is employed and a professional candidate experience.
· Develop and manage occupancy plan for the program office to achieve occupancy budget.
· Develop and manage recruitment plan for the program office to achieve recruitment and occupancy budget
Training, Coaching & Development
· Carry out ongoing Coaching, Training and Career Development in accordance with company policies and coaching tools to ensure people in your team (new telesales, renewalists, core and management) have the tools and support to perform in their role and achieve KPIs and opportunities for growth.
· Identify opportunities for on the job impromptu coaching conversations to provide instant feedback and support individuals improvement
· Oversee and/or complete onboarding training for new Loyalty Sales Consultants as required in accordance with facilitators guide and learning objectives
· Identify individuals with potential for career progression including Sales Coaches and future leaders
· Oversee, manage and/or participate in the onboarding and induction process of new employees in accordance with company policies
· Oversee and support and/or complete new Loyalty Sales Consultants coaching and development in first 13 weeks in accordance with company policies to achieve KPIs
· Monitor and track direct reports performance against set KPI’s and identify relevant coaching, training and development to support performance improvement
· Determine individual employees (Loyalty Sales Consultants and managers) training needs and develop and deliver relevant training to ensure competency in the role and performance against set KPIs.
· Conduct regular DAPs and coaching in accordance with company coaching tools to support individuals to improve performance
· Ensure ongoing timely review and follow up of individuals development actions
Performance Management
· Ensure individuals who are not meeting expectations are managed in a timely and formal manner in accordance with company policy, ensuring all conversations / incidents are documented.
· Ensure the effective use and analysis of performance records i.e. Quemetrics and activity sheets for the purpose of identifying areas of concern and opportunities to improve performance
· Monitor and track all employee’s performance (telesales and management team members) against set KPI’s and performance benchmarks and conduct regular one on ones, coaching and development with the sales team/individuals to improve performance
KEY OH&S RESPONSIBILITIES:
· Include workplace health and safety management as a part of the established agenda for scheduled meetings.
· Ensure regular WH&S internal audits are completed on time for your area of responsibility and any hazards are rectified / reported in a timely manner
· Ensure that employees and contractors are familiar with and understand their OH&S responsibilities and accountabilities
· Take reasonable care for the safety of self and others in the workplace
· Ensure that all necessary safe work procedures, instructions and training relating to the work performed within your areas of responsibility are developed and implemented.
KEY PERFORMANCE INDICATORS
· Meet or exceed monthly and annual sales budget, including:
· Core NSE/NSR and Core headcount
· New Sales
· Achieve or exceed recruitment targets
· Occupancy
· Supplementary sales
· Zero incidences of misrepresentation of the product or escalated guest complaints
· First year renewal rates
· Referrals
· New NSE/NSR
· Program Office compliance with company policies, procedures, Accor Plus sales process, and relevant legislation
· Reduce turnover YOY
