JOB SUMMARY
The Complex Director of Sales functions as the business leader of the Sales department for the hotels within the designated complex and develops strong relationships to proactively position and market each property. Provides day-to-day leadership to the on-property Sales associates (e.g., Sales Managers and Sales Coordinators) across the complex, if applicable. The Complex Director of Sales implements the brand's strategy and applicable brand initiatives in all aspects of the sales process and focuses on building long-term, value-based customer relationships that enable achievement of each hotel's sales objectives.
ESSENTIAL JOB FUNCTIONS
- Executes sales strategy and verifies that individual booking goals are met for each on-property team.
- Serves as the sales contact for the General Manager, Revenue Management, Sales Support team, and Catering Sales leaders.
- Serves as the sales contact for customers; serves as the customer advocate.
- Serves as the complex's sales liaison with National Group Sales and National Accounts.
- Provides customer intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations.
- Reviews the Smith Travel Research STAR report, competitive shopping reports, and uses other resources to maintain an awareness of each hotel's market position.
- Researches competitor's Sales team strategies to identify ways to grow RevPAR and increase market share.
- Attends sales strategy meetings to provide input on weekly and overall sales strategy.
- Participates in business planning with the Revenue Management and Sales Support team.
- Suggests innovative sales and marketing ideas and proactively develops deployment strategies to continue to grow market share.
- Proactively participates in each hotel's direct sales effort by conducting sales calls for assigned accounts and with members of the on-property Sales teams.
- Evaluates each hotel's participation in the various sales channels (OTA, Group, brand.com, RFP, etc.).
- Executes and supports brand standards.
- Executes and supports the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
- Participates in and practices daily service basics of the brand.
- Verifies that each hotel implements a seamless turnover from sales to operations.
- Maintains successful performance by increasing revenues and controlling expenses.
- Interfaces with Revenue Management and Sales Support team to execute the PSR and sales and marketing quarterly action plans.
- Develops strong partnerships with local organizations to further increase brand and product awareness.
- Develops and manages internal key stakeholder relationships.
- Develops strong community and public relations by obtaining participation from hotels across the complex in local, regional, and national tradeshows and client events.
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and monitoring their satisfaction before and during their program or event.
- Serves the customer by understanding their needs and recommending the appropriate features and services to best meet their needs and exceed their expectations, while building a relationship and loyalty to the brand.
- Gains understanding of each hotel's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program or event.
- Monitors the effective resolution of guest issues that arise as a result of the sales process by creating mechanisms to channel issues to hotel leadership and/or other appropriate stakeholders.
- Develops strategic working relationships with leaders of these sales channels in order to proactively position and drive sales to the hotels within the complex.
- Functions as the business leader of the Sales department for the hotels within the complex with overall responsibility for achieving booking goals and revenue across the complex.
- Coaches leaders of the Revenue Management team in developing effective revenue strategies and setting aggressive goals that will drive the complex's financial performance.
- Develops quarterly bonus Key Sales Objectives (KSO) and sales action plans for Sales Manager(s).
- Verifies the Sales team is leveraging brand demand engines to full potential.
- Verifies that effective structures, processes, jobs, and performance management systems are in place and in practice.
- Sets career development goals and reviews performance for direct reports.
- Addresses performance issues and holds team accountable for successful results.
- Forecasts talent needs and manages talent acquisition strategy to minimize lost time due to Team Member turnover.
- Keeps an active list of the competition's best salespeople and executes a recruitment and acquisition plan.
- Champions leadership development and workforce planning priorities by assessing, selecting, retaining and developing diverse, high-caliber talent.
- Attendance is a key component of this position.
- Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
- Maintains open and effective communication with team members and management.
- Attends and participates in team meetings.
- Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties and responsibilities as assigned.
EDUCATION
- Associate's degree in business administration, marketing, hotel and restaurant management, or equivalent in related field.
EXPERIENCE
- A minimum four (4) years of experience in the hotel sales and marketing field required.
- A minimum four (4) years of supervisory experience in the hotel sales and marketing field required.
SUPERVISORY RESPONSIBILITIES
Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.
Specific supervisory duties include, but are not limited to the following:
- Determines and creates policies, procedures, and manuals for direct reports.
- Establishes objectives and goals for the team.
- Assigns, monitors, and reviews work; evaluates direct report's performance.
- Recruits and interviews.
- Orientates and trains.
- Issues corrective action and makes recommendations for termination.
- Investigates and resolves concerns and complaints.
- Creates department work schedules.
- Approves time records and time off requests; submits payroll.
- Proactively assesses risk to establish systems and procedures to protect organizational assets.
- Ensures compliance with safety regulations.
- Develops and oversees the department's budget.
LICENSES & CERTIFICATIONS
- This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.
- Customer service skills.
- Attention to detail.
- Analytical and problem-solving skills.
- Able to maintain composure and objectivity under pressure.
- Proficient in time management; the ability to effectively organize and manage multiple priorities.
- Recognizes an emergency situation and takes appropriate action.
- Able to lead in a culturally diverse work environment and is a champion for diversity in the organization.
- Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
- Ability to motivate and inspire a team to provide extraordinary customer service.
- Excels at team building, leadership, and development.
- Ability to take initiative and effectively adapt to shifting internal and external conditions.
- Proficient in Google Docs/Microsoft Word.
- Proficient in Google Sheets/Microsoft Excel.
- Basic knowledge of Google Slides/Microsoft PowerPoint.
- Basic math skills.
- Performs well with frequent interruptions and/or distractions.
- Understands how to develop and implement business strategies.
- Ability to interpret and create policies, procedures, and manuals.
- Able to communicate appropriately and effectively with all levels of management and external stakeholders.
- Business acumen, including but not limited to financial management, budgeting, cost control, and revenue optimization.
- Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
- Exceptional interpersonal skills to include coaching, counseling, mentoring, and public relations.
- Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
- Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
- Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
- Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
- Capable of addressing complex issues and making balanced tradeoffs between brand requirements and commercial realities in a practical and diplomatic manner.
- Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
- Proficient in negotiations.
- Proficient in public speaking.
- Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
- Able to maintain a positive and professional working environment.
- Fosters a culture of excellence.
- Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
TRAVEL REQUIREMENTS
PHYSICAL DEMANDS
- Reaching: Extending hand(s) and arm(s) in any direction.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
- Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
- Pulling: Using upper extremities to exert force in order to draw, haul, or tug objects in a sustained motion.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Grasping: Applying pressure to an object with the fingers and palm.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
- Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
- Close Vision: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
- Distance Vision: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm's reach or beyond.
- Color Vision: Ability to identify and distinguish colors.
- Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
- Depth Perception: Ability to judge distances and spatial relationships (three-dimensional).
- Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a minor amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
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WORK ENVIRONMENT
- None: No exposure to adverse environmental conditions (typical office/administrative setting)
DISCLAIMER
This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.
The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.
The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.