What are the responsibilities and job description for the Sales Manager position at Z&A Management?
Position Overview:
The Sales Manager is responsible for overseeing the guest services team while driving sales strategies to enhance customer satisfaction and increase revenue. This role combines leadership in customer service with a focus on sales, ensuring a positive and seamless experience for all guests. The ideal candidate will have a strong background in customer service, sales, and team management, as well as the ability to implement strategies that foster guest loyalty and business growth.
Key Responsibilities:
Guest Service Management:
- Lead and manage the guest services team, ensuring exceptional customer service standards are consistently met.
- Address and resolve guest inquiries, complaints, and special requests in a professional and timely manner.
- Monitor guest interactions to ensure satisfaction, anticipate needs, and identify opportunities to enhance guest experiences.
- Develop and implement guest service protocols to maintain high standards of service delivery.
Sales and Revenue Generation:
- Develop and execute sales strategies to drive revenue growth through guest services and special offers.
- Identify and capitalize on sales opportunities, including upselling, cross-selling, and promoting new services or products.
- Collaborate with the sales team to generate leads and close deals, ensuring revenue targets are met.
- Analyze sales trends and adjust strategies accordingly to maximize profitability.
Team Leadership and Development:
- Hire, train, and mentor guest services and sales team members.
- Provide ongoing coaching, performance reviews, and development opportunities to ensure high team performance.
- Foster a positive, team-oriented work environment that encourages collaboration and continuous improvement.
Operational Oversight:
- Monitor daily operations to ensure that guest services are provided efficiently and in line with company policies.
- Handle scheduling and staffing to ensure optimal coverage during peak times.
- Collaborate with other departments (e.g., marketing, housekeeping, etc.) to ensure a seamless guest experience.
Reporting and Analysis:
- Prepare regular reports on guest satisfaction, sales performance, and team productivity.
- Provide insights and recommendations for process improvements to senior management.
- Track key performance indicators (KPIs) to measure success and implement adjustments as necessary.
Qualifications:
- Education: Bachelor’s degree in a related field preferred.
- Experience: Minimum of 3-5 years of experience in a guest services or sales management role, preferably in the hospitality or service industry.
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Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proven sales experience with a track record of meeting or exceeding targets.
- Ability to handle difficult situations with professionalism and composure.
- Strong problem-solving and decision-making skills.
- Proficiency in Microsoft Office Suite and familiarity with guest management software (e.g., CRM systems).