Responsibilities 

· Guest Service

o Projecting a professional image of the hotel (dress, appearance, hygiene, etc.)

o Has a friendly, personable style with guests. Anticipates customer needs before they ask.

o Responding promptly and following through on guest concerns in an effective and friendly manner

o Recognizing and rewarding effective guest service in sales staff

o Maintaining good relations with guest “feeders”, such as travel agencies, airlines, etc.

o Maintaining professionalism with regard to written correspondence and telephone etiquette for self and sales department

o Knowledgeable of and performs wells on all company shopping and telemonitoring programs

· Technical Knowledge

o Conducting direct selling activities in accordance with assigned sales activity and room night production goals

o Understands hotels’ booking pace and revenue strategies.

o Knowledgeable of Travel Click and understands the hotels’ position in market in order to properly support sales efforts.

o Analyzes and understands the competition’s strengths and weaknesses for each market segment and successfully directs marketing activities against each

o Knowledgeable of and practices effective telemarketing

o Skilled in making sales calls. Can properly qualify a prospect, determine demand potential, present features/benefits that match prospect needs, and gain “next step” commitment or “closing.”

o  Knowledgeable of all hotels brand marketing programs

o Understands the competitive set, and is able to identify shift share opportunities

o Knowledgeable of hotels meeting room capabilities, catering options, and audio/visual (for specific hotels).

o Knowledgeable of local area including comp set, special attractions, etc

o Knowledgeable of reservation procedures, including group blocks, central reservations system, property management system, etc. Can check a guest in or out of the hotels.

o Knowledgeable in billing and credit policies and procedures

o Conducting department audits and ensuring compliance with the company’s departmental SOP’s

o Cultivating lead sources for own hotels, as well as for other Quality Oil hotels

· Sales Operation

o Ensuring group rooms control log is current and effectively utilized.

o Directly soliciting key accounts and skillfully managing relationships with hotels' top accounts.

o Assists sales team with maintaining relationships and negotiating and closing deals

o Assists sales personnel in their techniques

o Actively selling room nights through outside sales calls, telemarketing, site tours, etc.

o Actively selling to in-house guests (greeting tours, talking with guests at continental breakfast to surface additional leads, etc.)

o Ensuring sales contracts meet hotels standards

o Maintaining accurate sales files, production reports, and trace system

o Ensuring sales files are effectively worded and maintained to company standards. Ensuring sales calls are documented in both physical and electronic files.

o Knowledgeable and follow through on all policies including trademark usage, meeting space policy, room rates, sales presentation procedures, etc.

o Ensuring sales staff maintains current information regarding hotels services, marketing programs, etc.

o Attending trade shows and Central Reservations Office visits as needed

o Meeting sales goals. Developing and implementing monthly sales action plans; ensuring that the sales department team members achieve their sales activity goals and room night production goals and leading the sales effort by his or her own example.

o Monitoring sales staff productivity

o Ensuring that the hotels maintain appropriate inventory levels of collateral materials and promotional supplies

· Revenue Management

o Attending and actively contributing to hotels' weekly revenue management meetings

o Develops specific plans to ensure revenue growth both long and short-term

o Knowledgeable in evaluating incremental profit potential of rate-sensitive business through revenue displacement analysis

o Completing necessary training in order to obtain GRO Certification

o Knowledgeable of and familiar with Travel Click reporting and proficient in evaluating Travel Click data

· Marketing/Business Planning

o Establishing sales department objectives with GM. Monitoring progress against hotel and department objectives throughout the year by reviewing all relevant daily reports.

o Monitoring travel agent commission reports, feeder market analysis, and all other relevant sources of business reports

o Completing all weekly and monthly reports accurately and timely

o Effectively conducting market research, market segment tracking, and competition analysis. Monitoring market penetration and assessing hotels position in marketplace. Understands and can draw accurate conclusions from Smith Travel Research and Travel Click reports.

  

o Developing and implementing effective advertising and promotional programs utilizing effective monthly action plans

o Establishing 30-60-90 day action plans with GM and sales staff accurately and in a timely manner

· Community Relations

o Maintaining active involvement in community and industry organizations

o Maintaining communication with competitive hotels, Convention & Visitors Bureaus, and Chamber of Commerce

o Participating in community activities, employee activities, and guest events

o Ensuring opportunities are made available to the GM to participate in joint sales calls

· Human Resources Management

o Managing sales department and assuming direct responsibility for human resources, including progressive discipline activities, personnel documentation and files, recruiting, training, selection, counseling, and motivation

o Continually supporting and promoting Quality Oil Company’s Core Ideology, history, culture, and growth

o Ensuring all key employees are on personal career development plans to consistently develop talent and opportunity for growth

o Discussing and assisting with departmental objectives. Ensuring sales staff knows hotels goals.

o Conducting weekly sales meetings with documented meeting minutes

o Treating employees fairly, consistently, and with respect. Setting a positive example for all subordinates. Recognizing and rewarding excellent performance. Maintaining a positive work environment. Encouraging and facilitating teamwork, trust, and respect to build strong work relationships.

o Delegating projects and duties appropriately

o Managing upward effectively

· Training

o Scheduling and ensuring all employees participate in relevant orientation programs, service skills training, telemarketing courses, etc.

o Conducting training programs in an effective and engaging manner

o Taking responsibility for own training and career development

· Inter-Departmental Relations

o Coordinating and maintaining effective relations with other departments in the hotels to promote excellent guest service

o Is aware of all departments’ roles and responsibilities. Coordinating with other departments on joint tasks as they relate to sales, particularly front office.

o Attending and actively contributing in weekly staff meetings, ensuring all other departments are aware of hotel sales efforts, promotions, and booking/group activity.