Sales Manager

Job Summary

As the local, on-property sales contact for customers, the Sales Manager is responsible for proactively soliciting and handling all revenue‑related opportunities in a sales environment. The role actively upsells each business opportunity to maximize all revenue opportunities, achieves personal and team‑related revenue goals, and ensures business is turned over properly in a timely fashion for proper service delivery.

• Builds the department’s top‑line revenue by adhering to sales strategy guidelines set forth by the Director of Sales & Marketing, identifies revenue opportunities based on the event profile.
• Meets and exceeds individual revenue goals, effectively manages customer budgets to maximize revenue and meet customer needs, and identifies opportunities to up‑sell products and services throughout the sales process.
• Exceeds company minimum standards in the sales process and acts as a mentor for others within this area.
• Understands the overall market in which they sell—including 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 customer site inspections.
• Excels at proactive selling, targeting key accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation.
• Responds to incoming inquiries within their market segment within 4 hours.
• Closes the best opportunities for the hotel based on market conditions and the hotel’s needs.
• Accurately forecasts group sleeping rooms and revenue for his/her groups prior to the turnover and continues to be a partner for this process after the turnover.
• Creates sales contracts as required.
• Comprehends budgets as needed to assist in the financial management of the department; understands the impact of the department’s role in the overall financial goals and objectives of the hotels 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 regarding event details; follows up with customers post‑event.
• Maintains presence with customers at all times during the process, greets customers during the event phase, and hands off to the Convention Services department for execution; is available to solve problems and/or suggest alternatives.
• Displays leadership in guest hospitality and ensures consistent, high‑level service throughout all phases of hotel events.
• Provides 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.

• Demonstrates commitment to Driftwood Hospitality Management 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 employees/teams, and commits to a course of action with available information.

• Treats people fairly, with dignity and respect.
• Works to meet goals in a manner that does not disadvantage other employees or groups.
• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
• Listens and responds to others.
• Is interested in others’ views even if they counter own views.

• Adheres to all standards, policies, and procedures (SOPs, etc.).
• Effectively uses sales resources and administrative/support staff.
• Approaches work with a sense of urgency and purpose.
• Allocates time and resources effectively when faced with…