ABOUT OUR DEPARTMENT / TEAM
The Sales and Marketing Team is the external representation of the hotel, serving as a bridge between the potential clients and the operations.
The ultimate goal is to convert the potential into revenue for the entire property.
Sales and Marketing is made of four areas working closely together: communications, sales (general), event sales and room reservations. The team is led by the director of sales and marketing.
THE IMPACT OF THIS ROLE
Generates revenue for all areas of the hotel and ensures continued employment of operations team.
KEY RESPONSIBILITIES
Sales Activities
• Ensures all efforts are made to solicit and develop local and international corporate accounts defined in the assigned portfolios.
• Seek and develop new potential account through direct enquiries, sales leads (local and
overseas), sales blitz follow-up, trade show follow-up and telemarketing exercise.
• Keeps a good record of top 30 accounts from the above sectors and establish business
development plans the top room night generating companies.
• To actively solicit new potential accounts within areas assigned.
• Engage with bookers, influencers and decision makers to maintain a good client
relationship and to solicit for future businesses.
• To participate actively in sales blitz as directed by Director of Sales.
• To be fully aware of the potential and buying decisions of all key accounts, competitive
information on rates and volume to allow for specific strategic planning related to such accounts.
• Under the DOS, analyse market changes and implement programme to meet the changes.
• Ensures that all site visits conducted and handled in the most professional manner and
effectively.
• Full capable of making decisions on rate and room block commitment through effective
analysis of programme history and hotel marketing strategy or budget.
• Ensure that one-stop shopping concept is always applied for any lead generated for convention business.
Meetings
• To attend or chair (as and when required) daily morning sales briefing.
• To attend or chair (as and when required) weekly Group Resume Meeting.
• To attend or chair (as and when required) bi-monthly Sales Departments Meeting.
• Attend monthly Review Meeting (Sales Managers).
• Attend (in absence of DOS) Department Head meeting.
• Attend (in absence of DOS) Operations meeting.
• Attend or chair (in absence of DOS) Sales coordinator meeting.
Prospecting, Outside Calls, Entertainment and Site Inspection
• Meet the following Activity Goals
o 15 Prospect Calls per week
o 5 Outside Sales Calls per week
o 5 entertainments per week
o 2 Site Inspections per week
Standard Task – Weekly or Monthly Report
• All information relative account activities, information about accounts and actions done on behalf of an account must be entered into Sales Force within 48 hours of their occurrence.
• Weekly sales call plan via Sales Force
• Monthly Sales month end report (if requested)
• Monthly reconciliation, actual report (if requested)
• Rolling 3 Months action plan
• To report key competitive activities and special programmes or packages in the market
Administration
• To respond to all enquiries within 6 hours and overseas enquiries 24 hours. Effective
follow-ups are to be conducted for such enquiries.
• To effectively utilize the standard forms and letters to ensures that such forms and letters
are presented in a most professional manner.
• To maintain an effective account and account management through Sales Force and to be fully competent with Sales Force.
• To ensure that all data input in the Sales Force is accurate and updated.
• Traces on accounts and bookings are logged into Sales Force daily and ensures that traces are acted upon timely and thoroughly.
• To ensure that corporate rate letters, correspondence and other important documentation are prepared in a meticulous detail and presented in the most professional manner.
• To ensure that group resume, long stay memo, site inspection memo, and others important information is distributed to support department in a timely manner.
• To effectively use all available sales tools.
• Competent with basic computer software.
• To assist in the preparation of annual business plan.
Coordination
• Work closely with all levels of the sales team to ensure that the sales team works effectively with the events team and other departments.
• Ensures that all sales staff are fully trained based on the departments standard and are competent in executing their respective job roles.
• Ensure all employees maintain an update awareness of hotel product knowledge, current promotion, policy changes and appreciate internal communication.
• Provide honest and appropriate feedback for the performance of subordinate and itself.
• Ensures that all guests profiles, requirements and other important information are distributed to related department or sections in a timely manner.
• Ensures that all account notes in the system are accurate and constantly updated.
• Ensures that departmental procedures and policies are followed by all colleagues.
• Ensures that departments service task is being practices and uphold by all sales staff.
• To ensure that all outgoing and internal correspondences so conducted by the team are of quality and standard set by the department and management.
• Keep a good communication with Sales Managers on the development of GNA or RFP approved accounts and area of coverage.
• Maintains all client and event files according to the standards required.
• Keep a good communication with department head on any development of the approved RFP account, RFP inclusion and with Events Managers on clients who have event and banquet business potentials for the hotel.
• Meet with corporate companies’ decision makers to maintain a good client relationship and to solicit future room and events business.
• To assist with incoming telephone calls with the department.
• To be constantly aware of hotel’s occupancy and average rate.
• To conduct joint sales call with managers to selective accounts.
• Fully competent with providing clients with hassle-free experience.
• Full capable of rate negotiation and room block reviews through effective analysis of programme and client history.
• To work closely with all clients in providing recommendations to ensure that all programmes are handled professionally.
• Full capable in handling and solving problems arising from client.
• To establish and maintains an effective working relationship within the department, with all other department in the hotel.
• To assist in developing packages for promotions in the media, electronic distribution and website.
Periodic Duties
• Attend all functions hosted by the hotel.
• To effectively use all the available sales tools.
• To participate effectively in sales blitz as directed by DOS.
• To conduct sales call or attend trade shows overseas as and when assigned.
• To assist in preparation of annual business plan.
• To provide constant ideas and recommendations on how to better service the accounts, account management and conversion.
Other standard responsibilities
• To establish and maintain an effective working relationship within the department and with all other departments in the hotel.
• Establishes and maintains effective employee relations.
• Maintains the highest standards of professionalism, ethics and attitudes toward all hotel guests, clients and associates.
• Maintains professional business confidentiality.
• Performs related duties and special projects as assigned.
• Fully responsible for recording and maintaining accurate room rates and guest’s preference.
• Maintains the highest standard in grooming.
• To ensure the cleanliness of workplace and its surrounding area.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established hotel policies and departmental standards.
• Under the guidance and supervision of the DOS, to be responsible for the general discipline and conduct of all staff in the department.
CRITICAL SKILLS & QUALIFICATIONS
Qualification Requirements
• Reading, writing and oral proficiency in English languages.
• Must have a thorough knowledge in job task assigned.
• Must be willing to work a flexible schedule to accomplish all responsibilities and task.
• Must be able to assist in guiding and maintaining a sales team towards achieving the department’s goal.
• Must have a high degree of professional integrity and be able to work in prudent and organized manner.
• Responsible self-starter, capable of handling multi-faceted projects and working under pressure.
• Team player who values teamwork, has a good team building skills and can communicate effectively with all levels of employees.
• Personal and pleasant to deal with.
• Tactful, discreet, reliable, sensitive and diplomatic.
• Guest-driven, friendly, fair and approachable.
• A proactive problem solver.
• Nurtures and develops employees, encouraging innovation.
• Good health physically fit. Excellent personal grooming and personal presentation.
• Understands and respect local culture, able to adapt to changing environment.
• Willing to work long and irregular hours, frequently unsociable hours and public holidays
when required.