Reporting Line: 

General Manager

Directly supervises: 

Sales and Marketing Team

Liaises with:

General Manager, Duty Manager, Sales& Banqueting Manager, and Sales and Marketing Team

Job Summary:

This person is responsible for generally overseeing activities that attract client patronage, income generation through engaging in sales activities and overall positioning of the hotel, development of customer database, and satisfaction. Furthermore, prepare and present sales proposals to prospective clients, highlighting service features and qualities.

Qualifications:

Education: 

• High School or Undergraduate degree in management or related field or equivalent.

Experience: 

• 5+ years’ experience in sales and marketing

Personal attributes: 

• Excellent customer service knowledge
• Creativity and Innovation
• Communication skills that allow good hospitality for customers
• Listening skills to understand what clients require
• Knowledge about making strategic presentations
• Work well with people and staff members

Key Performance Indicators

• Sales presentations with set monthly targets attained
• Consistent market research for exceptional customer satisfaction
• Meet projected budget revenue targets.
• Monthly sales performance review reports
• Excellent negotiation skills

Key Responsibilities:

• Have to sell room nights and meeting rooms above the set rates.
• Contribute to income generation through acquiring customers and ensuring excellent customer services to ensure that the hotel meets and exceeds budgeted targets.
• Create a sales customer central database with company details, contact person and customer feedback inclusive of any complaints.
•  Make lists of potential clients and conduct surveys to identify customers actively seeking for hotel services
• Contact customers via calls or arranged meetings to discover their needs and requirements
• Arrange and conduct site inspections for potential clients
• Contribute to the development of marketing strategies.
• Prepare and present sales proposal to potential clients, highlighting the best features and qualities of the hotel
• Provide customers with a list of available services and their accompanying prices and offer discounts when necessary
•  Assist clients in selecting the most appropriate service that best meet their specifications and needs
• Oversee the booking and reservation of space in a hotel to ensure availability and proper arrangement.
• Collaborate with other hotel staff to ensure clients expectations are met.
• Monitor the customer service quality of the hotel to ensure customers are tended to appropriately.
• Report any equipment failures to the maintenance department.
• Assist the Duty manager in any task outlined/detailed by him/her.
• Conduct price negotiations with customers on behalf of the hotel management to reach a favorable bargain for both parties.
•  Process and facilitate requests for customized services such as room redecoration.
• Coordinate and organize the details of an event.
•  Maintain contact with clients to obtain feedback and to discuss opportunities for future business deals.

Guest Satisfaction

• Promotes 100% guest satisfaction throughout the property. Instills the 100% guest satisfaction objective to hourly associates.
• Ensures that all guest-related issues are resolved in a manner consistent with the company’s goals and objectives.

General Requirements 

• Participation in staff meetings
• Monitoring competition
• Managing relationships with agencies and partners
• Participation in quality assurance systems
• Generating new ideas for customer incentives and accommodation or business packages and other sales and marketing duties

KEY RELATIONSHIPS

Internal: 

• Marketing Manager
• General Manager
• Food and Beverage Manager
• Front office manager

External: 

• Advertising agencies
• Hotel guests
• Corporate companies
• Hospitality-related forums or boards