Team Leader CSO - Multi Hotel Sales

JOB SUMMARY

Directs the day-to-day operations for a team of group sales managers selling for hotels at the 1-50 Group Sales peak room night parameters. Works in partnership with the Sr. Director of the Canada Sales Office to maintain the effectiveness, quality, and productivity of the opportunity management team. Partners closely with the Market Sales team and hotels to successfully execute the sales strategy by focusing on transactional excellence for customer accounts served in the market. Handles incoming leads for group business, aligns customer preferences with brand needs, and actively up-sells each business opportunity to maximize revenues and drive customer loyalty. Maintains knowledge of group transactions and a detailed understanding of property operations, food and beverage, and planning. Builds and maintains strong working relationships internally to enable cross-functional communication and opportunity development.

CANDIDATE PROFILE 

Education and Experience

Required:

• High school diploma or GED; 4 years experience in the sales and marketing, guest services, front desk, or related professional area.
OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 2 years experience in the sales and marketing or related professional area.

Preferred:

• 4 year college degree.

• Supervisory experience.

• Experience selling group business, either at a property or in a sales office.

• Knowledge of property operations, Food and Beverage (F&B).

• Knowledge of the group sales process for all brands and how to close a sale.

• Team-based selling experience.

• Hospitality Management Degree.

CORE WORK ACTIVITIES

Managing Sales Activities

• Partners with Market Sales team and properties to execute sales strategies and close group and catering business within the parameters handled by the Group Sales teams within the Sales Office

• Manages and deploys sales resources to close the best opportunities for each property based on market conditions and individual property needs.

• Manages the execution of activities to drive financial results, guest satisfaction, human capital index, and market share.

• Interprets market data to assist team members execute group sales strategies.

• Monitors transfer of accurate, complete, and timely information to Sales and Event Management resources.

• Understands and uses property Event Satisfaction Survey (ESS) to analyze opportunities for improved customer service.

• Identifies and implements improvements to drive continuous improvement in ESS scores.

• Serves as an authority on sales processes and sales contracts.

• Implements process improvements and best practices.

• Works in partnership with Sr. Director, CSO and Revenue Management partners to maintain proper pricing, appropriate transient and group mix, and implementation of sales strategy.

• Responds in a timely manner to incoming group/catering opportunities that are within the parameters of the Group Sales teams within the Sales Office.

• Refers opportunities to appropriate sales associate if business is outside the Group Sales parameters.

• Understands the overall market (e.g., competitors’ strengths and weaknesses, economic trends, supply and demand) and how to sell against them.

• Verifies that business booked is within hotel parameters.

• Closes the best opportunities for each property based on market conditions and individual property needs.

• Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

• Transfers accurate, complete, and timely information to property in accordance with brand standards.

• Up-sells each business opportunity to maximize revenue for individual properties.

• Understands and utilizes company marketing initiative/incentives to close on business.

• Follows up on opportunities uncovered by Sales Executives.

• Leverages other Group Sales resources and administrative/support staff to achieve personal and team related revenue goals.

• Handles incoming leads for group business, aligns customer preferences with brand needs, and actively up-sells each business opportunity to maximize revenues and drive customer loyalty.

• Partners closely with the Market Sales leadership and the hotels to successfully execute the sales strategy by focusing on transactional excellence for customer accounts served in the market.

• Maintains knowledge and experience of group transactions and a detailed understanding of property operations, food and beverage, and planning.

• Performs other duties, as assigned, to meet business needs.

Building Successful Relationships

• Builds and maintains strong working relationships internally to enable cross-functional communication and opportunity development.

• Drives customer loyalty through excellent customer service throughout the sales process.

• Effectively resolves guest issues that arise as a result of the sales process and brings issues to the attention of property leadership team as appropriate

• Identifies and addresses Customer and Guest Satisfaction issues with sales team in order to improve results, create customer loyalty, and increase market share.

• Works collaboratively with other sales channels (e.g., Market Sales, on-property resources) to establish coordinated sales efforts that are complementary and not duplicative.

• Drives customer loyalty through excellent customer service throughout the sales process.

• Serves the customer by understanding their needs and recommending appropriate features and services that best meet their needs.

• Builds and strengthens relationships with existing and new customers to enable future bookings, and key internal and external stakeholders.

• Creates clear expectations for customers and properties throughout the sales process.

Leadership

• Directs the day-to-day operations for a team of group sales managers selling for full service hotels at the 1-50 peak room night parameters.

• Verifies that the team achieves and/or exceeds targeted revenue and booking objectives.

• Verifies that team members establish clear expectations for customers and properties throughout the sales process.

• Manages and deploys sales resources within their “pod” to close the best opportunities for each property based on market conditions and individual property needs.

• Creates individual performance objectives for team members based on the group’s goals and tracks progress regularly against these objectives.

• Manages the group pod’s performance (e.g., revenue, operational excellence, customer satisfaction) and manages the group’s operating budget.

• Partners with Human Resources (HR) to attract, develop, and retain the right people in order to support the strategic priorities of the Group Sales team.

• Creates effective structures, processes, and jobs, and adheres to performance management systems.

• Sets goals and expectations for direct reports using the Leadership Performance Process (LPP), aligns performance and rewards, addresses performance issues, and holds staff accountable for successful results.

• Champions leadership development and workforce planning priorities by assessing, selecting, retaining, and developing diverse, high-caliber talent that can lead the organization today and strengthen the leadership bench for the future.

• Continues to upgrade the sales & marketing talent and works with HR to anticipate future talent needs based on business growth plans.

• Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to maintain business success.

• Coaches and develops the group pod’s sales skills.

MANAGEMENT COMPETENCIES

Leadership
•    Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  
•    Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
•    Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 
•    Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution
•    Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
•    Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
•    Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships
•    Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
•    Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
•    Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability
•    Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
•    Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise
•    Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
•    Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
•    Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

o    Devising Sales Strategies and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales strategies that apprpriately consider available facts, constraints, competitive circumstances, and probable consequences.
o    Sales Coaching - Provides timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
o    Sales Disposition - Energetic, proactive, takes calculated risks, and perseveres to attain goals.
o    Knowledge of Contracts - Knowledge of contractual agreements and legal implications.

•    Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

o    Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o    Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o    Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o    Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o    Writing - Communicates effectively in writing as appropriate for the needs of the audience.
 

The salary range for this position is $100,000 to $127,000 annually.