Sales & Marketing Manager Job Description

Sales & Marketing Manager Job Description

Job Title: Sales Manager Job

Reporting to: General Manager and Regional Sales and Marketing Manager

Purpose of job:

To operate the day to day business of securing and transacting business in a professional manner, supporting the Management in promoting and achieving targets and budgets within the Hotel and managing the team in the Sales, Reservations, Revenue and Meeting & Events Office

Key responsibilities:

Customer care:

• A positive personal image is presented to the customer and interaction is developed
• A climate and environment is fostered which delights customers
• The needs and feelings of the customer are anticipated and responded to appropriately and kept in balance with the needs of the organisation
• Feedback from customers is actively solicited. Problems affecting the customers are identified and interpreted and solutions generated which are actioned and evaluated
• Customer complaints are monitored to identify trends and potential problems
• Opportunities for positive publicity are sought

Statutory management:                      

• Procedures and legal requirements pertaining to safety, hygiene and security are adhered to
• The highest standards of personal health & hygiene are maintained at all times
• Energy efficiency is promoted to support the hotel Green Policy

Performance Management:

• Training and development needs of direct reports are identified in relation to business plans and objectives
• Motivation is sustained through recognition, reward and incentives
• Contribution is made to the improvement of development processes
• Team members are encouraged to be entrepreneurial, think and share ideas
• Individuals are coached in and given feedback on the daily performance of duties
• Performance management processes are fully implemented in the department
• Development actions are evaluated against business objectives
• Disciplinary and grievance procedures are implemented in connection with the HR department
• Improvement targets are met relating to formal measurement tools such as labour turnover and employee satisfaction survey
• Succession planning needs are identified and people are developed accordingly

Personal Effectiveness:           

• Self development needs are identified and agreed within a personal development plan and commitment made to its implementation
• Personal work planning is monitored and evaluated to enhance performance
• Initiative is taken to pursue opportunities for self development and business opportunities through experimentation, networking and by seeking exposure to new challenges & experiences
• Issues are confronted assertively
• Strong leadership and personal presence is projected
• The commitment of others is secured through persuasion
• Previous experiences, knowledge and best practices are applied effectively
• Focus, energy and tenacity are demonstrated in the pursuit of results
• Change is actively sought and there is a readiness to challenge in the interests of continuous improvement

Strategic management:

• A long term vision for the business is established
• Business plans are devised, reviewed, evaluated and updated
• Information is obtained and evaluated to aid strategic decision making
• Awareness of competitor activity and market forces is demonstrated in planning
• Consultation with teams and individuals is undertaken to assist in strategic decision making and problem resolution
• Personal objectives are agreed and set in relation to the business strategy
• Objectives for management teams and individuals are agreed and updated
• Action plans are initiated to meet objectives and implementation monitored
• Opportunities for business improvement and risk taking are identified and cost benefit analysis undertaken

Sales:

• Understanding the hotel product with the ability to quote for all eventualities
• Dealing with clients on telephone, fax, email and responding to all requests in a professional & timely manner, endeavoring to convert every call into a sale
• Understanding the business – GDS, third party systems, yield, wholesalers, Operators and Travel Agents, RFP’s, Consortia, Multiples and the corporate/ airline market, inclusion in websites and links to keep the hotel at the forefront of the industry
• Promoting the hotel at every opportunity, creating collateral and PR opportunities to achieve this
• To plan and implement a sales and marketing plan for the hotel
• To achieve Rooms and conference Sales Budget for the hotel
• To compile weekly and monthly sales report for the Hotel
• To set targets for the sales teams in terms of sales calls and revenue
• To strategically target all market segments for business
• To allocate sales territories to the sales team to ensure existing business is maintained and new business is developed
• To plan and agree advertising budget in advance
• To co-ordinate the production of hotel brochures and sales brochures
• To ensure all company profiles are updated and maintained according to the market segments agreed by the hotel
• To promote the hotel where possible
• To liaise with advertising company on the production of all adverts.
• To plan and organise sales promotions
• To plan and organise mail shots
• To plan and organise trips, site inspections, corporate golf day etc. as required
• To ensure all administration work is complete, follow up calls, research calls, rate contracts etc. & communicate all negotiated rates to reservations, front office and accounts
• To maximise on all sales and referral leads
• To represent the hotel at consumer fairs, trade exhibitions, seminars etc.
• To ensure credit procedures are followed in line with company policy
• To train all new team members
• To be fully aware of our competitors and their rates
• To market the hotel both within South Africa and abroad
• To be familiar with the business activities of the hotel on a weekly basis
• To identify any P.R opportunities
• To be fully aware of events in Dublin and the local area
• To maximise our revenue at all times
• To provide support in other areas of the hotel as necessary
• To carry out any reasonable request from senior manager
• To attend weekly Revenue meetings and to ensure all items agree are actioned within the allocated time
• To efficiently and effectively control your departmental operation

Training:

• To carry out a regular review of departmental Training needs in conjunction with departmental training plan and to assist in ensuring that all appropriate training is carried out.
• To ensure appropriate plans are in place for departmental training and to help in measuring the effectiveness of this training
• To ensure all training is recorded in accordance with agreed procedures
• To attend training as required
• To ensure Induction training is carried out in accordance with Hotel procedures

People management:

• • Appraisals:

• To appraise all staff regularly in accordance with agreed appraisal procedure
• Identify employees with potential for promotion and assist in implementing development plans

• • Interviewing and selection:

• To assist in the recruitment and selection of departmental staff in accordance with agreed Hotel procedure
• Liaison with Hospitality Recruitment Agencies to find right fit to vacancies

• • Grievance & Disciplinary:

• To ensure the agreed disciplinary and grievance procedure is adhered to at all times
• To ensure all employee counseling is documented and passed to HR

• • Morale and motivation:

• To work with the management & own team to ensure good morale amongst the team at all times
• To ensure all problems are resolved immediately within the department
• To set realistic team targets
• To encourage and support employees to enter trade related competitions, both for the benefit of the development of the employee and for the image of the Hotel as an employer

Communication:          

• To maintain good liaisons and communications with management and all other heads of department
• To ensure that all agreed employee terms and conditions are adhered to

 Finance management:

• Information is obtained and evaluated to aid sales forecasting
• Business performance targets are met
• Budget must always be achieved

 The above list is not exhaustive and may be added to in the future