SALES MANAGER JOB DESCRIPTION
DEPARTMENT: Sales & Marketing
REPORTS TO: Director of Sales & Marketing
STATUS: Exempt
JOB SUMMARY
This position is responsible for all SMERF, Government, and Entertainment group inquiries to
maximize room, F&B banqueting revenue & utilization of meeting space. The role is responsible for the
development and performance of all sales activities in assigned markets. Listen to customer needs, analyze
the information, and create tailored proposals while negotiating and closing sales and meeting/exceeding
sales targets.
QUALIFICATION STANDARDS
Education & Experience:
•4-year bachelor's degree preferred.
•3-4 years of previous hospitality sales experience with large groups.
•Previous experience in the role of Group Sales Manager is a must.
•Ability to communicate with proper grammar in English with guests/visitors and hotel personnel to their understanding.
•Spanish as a second language is a plus.
•Ability to provide legible communication.
•Ability to compute basic mathematical calculations.
•Knowledge of Windows, Word/Excel.
•Knowledge of the Sales & Catering management system Delphi is a must.
Physical Requirements:
•Ability to remain stationary at assigned post for extended periods.
•Ability to be mobile/walk for lengths at a time.
•Sedentary work, exerting up to 25 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
General Requirements:
•Ability to input and access data on a computer.
•Ability to promote positive relations with all telephone callers.
•Ability to ascertain callers' needs and comply with such to ensure caller's satisfaction.
•Ability to be a clear thinker who can remain calm in pressure situations.
•Ability to focus attention on details, be well organized and follow up.
•Ability to maintain confidentiality of guest information and designated hotel data.
•Ability to work with minimal supervision.
•Ability to work cohesively with other departments as part of a team.
DUTIES & FUNCTIONS
Essential functions include but are not limited to:
•Conduct site inspections for group business.
•Works collaboratively with Brand GSOs, Convention Bureau, 3rd party intermediaries, and other hotel counterparts to drive revenue, ensure customer satisfaction, and increase market share.
•Strive to achieve personal and hotel revenue goals.
•Close the best opportunities for the hotel based on market conditions and hotel needs.
•Use negotiating skills and creative selling abilities to close on business and negotiate contracts.
•Interact with guests to obtain feedback on product quality and service levels.
•Participate in training and other sales-related meetings as required.
•Handles customer inquiries and acts as the on-property liaison for group sales within the pre-defined peak room parameters for Property sales.
•Achieves group revenue goals by responding to incoming group/catering opportunities for the property that are within the pre-defined peak room parameters.
•Understands the overall market (e.g., competitors' strengths and weaknesses, economic trends, supply and demand, etc.) and knows how to sell against them.
•Closes the best opportunities for the property based on market conditions and property needs.
•Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
•Achieves group revenue goals by actively up-selling each business opportunity to maximize revenue opportunity.
•Partners with the sales team to identify new group/catering business and achieve personal and property revenue goals.
•Attends pre- and post-convention meetings to understand group needs and obtain feedback on the quality of the product (e.g., rooms, meeting facilities, and food and beverage), service levels, and overall satisfaction.
•Provides accurate, complete, and effective turnover to Event Management.
•Executes and supports Hilton's Customer Service Standards and hotel's Brand Standards.
•Executes and supports the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
•Monitors the effective resolution of guest issues that arise as a result of the sales process by creating mechanisms to channel issues to property leadership and/or other appropriate stakeholders.
•Solicit, book, and turnover group business across all SMERF, Government, and Entertainment markets.
•Handles customer inquiries and leads requests for group business.
•Demonstrates excellent selling skills, strong communication skills, and a detailed understanding of property operations, food and beverage, and planning.
•Understand the overall market (e.g., competitors' strengths and weaknesses, economic trends, supply, and demand) and how to sell against them.
•Verifies that business booked is within hotel parameters.
•Understands and actively utilizes company marketing initiatives/incentives to close on business.
•Processes business correspondence and creates contracts and other related booking documentation as required.
•Understanding of group hotel revenue strategy, meeting room set-up types and capabilities, and sleeping room configurations and types.
•Ensure method of payment, credit card, and or billing policies and procedures are upheld.
•Respond to customer trends, needs, issues, comments, and problems to ensure a quality experience and enhance future sales prospects.
•Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
•At all times present and maintain high standards of communication, both written and verbal, to the client.
•To maintain an effective and organized filing on all confirmed bookings.
•To co-operate with the other departments to ensure a harmonious working environment & maximize efficiency.
•To initiate introductory calls during the file turnover process
•Performs other duties, as assigned, to meet business needs.
Building Successful Relationships
•Develop relationships with existing and new customers to enable future bookings through sales calls, entertainment, FAM trips, trade shows, etc.
•Develops relationships within the community to strengthen and expand the customer base for group/catering sales opportunities.
•Partners with Event Management and/or Operations in providing a customer experience that exceeds the customer's expectations.
•Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and verifying their satisfaction before and during their program/event.
•Implements the brand's service strategy and applicable brand initiatives in all aspects of the sales process and drives customer loyalty by delivering service excellence throughout each customer experience.
•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 Hilton.
Regular attendance in conformance with the standards, which may be established from time to time, is
essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Work may require evening, night, holiday, or weekend assignments.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.