Senior Sales Manager

As the local, on-property sales contact for customers, the Senior Sales Manager is responsible for proactively soliciting and primarily handling complex accounts, markets, and complex events with greater revenue potential for two hotels. The role includes actively upselling each business opportunity to maximize revenue, achieving personal and team-related revenue goals for both hotels, and supporting the Director of Sales in their absence.

• Builds the department top line revenue by adhering to sales strategy guidelines set forth by the Director of Sales & Marketing. Identifies revenue opportunities for the hotels based on the event profile.
• Handles more complex business with greater revenue potential as well as greater customer expectations.
• Meets and exceeds individual revenue goals per hotel. Effectively manages customer budgets to maximize revenue and meet customer needs, and identifies opportunities to up-sell products and services throughout the sales process.
• Accurately forecasts group sleeping rooms and revenue for his/her groups prior to turnover and continues to be a part of this process after turnover.
• Excels at proactive selling. Targets key accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation. Proactively identifies, qualifies, and solicits new business to achieve personal and hotel revenue goals. Focus on accounts with larger potential sales revenue.
• Responds to incoming inquiries for both hotels, within their market segment, within 4 hours.
• Participates in the Revenue Management Team meetings when needed and supports the Director of Group Sales in the development of need time strategy.
• Closes the best opportunities for the hotels based on market conditions and hotel needs.
• Understands the overall market in which they sell – competitors’ strengths and weaknesses, economic trends, supply and demand, etc.
• Builds and strengthens relationships with existing and new customers to include sales calls, entertainment, FAM trips, etc.
• Conducts wow customer site inspections.
• Creates sales contracts as required.
• Comprehends budgets as needed to assist in the financial management of department. Understands the impact of department's role in the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.

• Ensures a high level of customer satisfaction and builds long-term mutually beneficial customer relationships to support future revenue growth.
• Coordinates and communicates verbally and in writing with customers (internal and external) regarding event details. Follows up with customer post-event.
• Makes presence known to customers at all times during this process, regardless of which hotel they are at. Greets customers during the event phase and hands off to the Convention Services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.
• Displays leadership in guest hospitality and ensures consistent, high-level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and lead to increased market share.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Reviews Guest Service Results with leaders. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes Delphi or other hotel system to capture and manage customer information on a daily basis.

Applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Demonstrates commitment to Westmont Hospitality operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including…