Sales Centre Manager

About the Role

Manages group/catering opportunities not handled by an Event Booking Center (EBC), proactively soliciting and managing large group/catering related opportunities with significant revenue potential. Drives customer/guest loyalty by delivering service excellence and growing accounts on behalf of the company.

Key Responsibilities

• Proactively solicit and manage large group/catering opportunities with significant revenue potential.
• Actively up-sell each business opportunity to maximize revenue.
• Achieve personal and team related revenue goals.
• Ensure business is turned over properly and in a timely fashion for proper service delivery.
• Drive customer/guest loyalty by delivering service excellence throughout each customer/guest experience.
• Provide service to customers to grow the account on behalf of the company.
• Target group/catering accounts, markets, or segments with emphasis on proactive solicitation and account saturation.
• Respond to incoming group/catering opportunities for the property that are outside EBC parameters.
• Handle all opportunities if the property does not participate in an EBC.
• Identify, qualify, and solicit new group/catering business to achieve personal and property revenue goals.
• Focus efforts on group/catering accounts with significant potential sales revenue.
• Develop effective group/catering sales plans and actions.
• Design, develop, and sell creative catered events.
• Maximize revenue by upselling packages and creative food and beverage.
• Understand the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand.
• Close the best opportunities for each property based on market conditions and individual property needs.
• Use negotiating skills and creative selling abilities to close business and negotiate contracts.
• Handle complex business with significant revenue potential and significant customer expectations.
• Build and strengthen relationships with existing and new customers for future bookings, including sales calls, entertainment, FAM trips, and trade shows.
• Develop relationships within the community to strengthen and expand the customer base for group/catering sales opportunities.
• Support the brand’s Service and Relationship Strategy, driving customer loyalty by delivering service excellence.
• Provide excellent customer service to grow share of the account.
• Execute brand’s Customer Service Standards and property’s Brand Standards.
• Participate in and practice daily service basics of the brand.
• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serve the customer by understanding their needs and recommending appropriate features and services, while building a relationship and loyalty.
• Gain understanding of the property’s primary target customer and service expectations; serve the customer by understanding their business to offer better business solutions.
• Work collaboratively with off-property sales channels to ensure coordinated sales efforts.
• Manage and develop relationships with key internal and external stakeholders.
• Utilize sales resources and administrative/support staff.
• Utilize intranet for resources and information.
• Conduct site inspections.
• Create contracts as required.
• Execute and support the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).

Requirements & Tech Stack

• High school diploma or GED
• OR 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major
• Sales and marketing, guest services, front desk, or related professional area experience
• Intranet

Qualifications

• 2 years experience in the sales and marketing, guest services, front desk, or related professional area (if High School Diploma or GED)
• No work experience required (if 2-year degree)