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Job Description The Director of Commercial is responsible for total revenue including group and transient rooms, group food and beverage, meeting room rental, local catering, and other revenues, as well as assisting and actively participating in yield management strategies. Strategies include market mix, pricing, status, direct sales, and marketing. He serves as an advisor to the General Manager on business intelligence. Leads and manages all day-to-day activities related to the sales function with a focus on building long-term, value-based customer relationships that enable achievement of property sales objectives. Achieves personal booking goals and makes recommendations on booking goals of direct reports.
Reporting to Cruises Managing Director and dotted line to the Regional Director of Commercial.
Key Responsibilities Direct and manage all group, transient, and catering/banquet sales activities to maximize revenue for the hotel.Prepare, implement and compile data for the strategic sales plan, monthly reporting, annual goals, sales and marketing budget, forecasts and other reports as directed/required.Survey, review and analyze competition, market trends, customer needs and comments in order to be proactive and adapt with business intelligence.Develop new plans and programs and determine the effectiveness of current plans and programs.Manage/direct all advertising, public relations and promotional activities in conjunction with corporate marketing and public relations departments.Actively participate in sales presentations, property tours and customer meetings.Ensure optimal compliance with corporate focus audit.Manage performance issues that arise within the Sales teams.Ensure appropriate hiring, training, motivating, coaching, counseling and developing of department's team members.Effectively communicate with other departments.Conduct a daily briefing with department on current key activities.Evaluate changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary.Ensure guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance.Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.Participate in community and professional organizations to maintain high visibility and promote a positive image.Inspire all hotel staff to achieve luxury levels of performance.Interact positively with all team members to ensure a luxury guest experience.Supporting Developing & Executing Sales Strategies Work with sales leader to ensure understanding of sales strategy and effective implementation of this strategy for the segment.Work with management team to create and implement a sales plan addressing revenue, customers and the market for the segment.Assist with the development and implementation of promotions, both internal and external.Maximizing Revenue Provide positive and aggressive leadership to ensure maximum revenue potential.Recommend booking goals for sales team members.Managing Sales Activities Monitor all day-to-day activities of direct reports.Participate in sales calls with members of sales team to acquire new business and/or close on business.Execute and support the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).Analyzing & Reporting on Sales and Financial Data Analyze market information by using sales systems and implement strategy to achieve property's financial room goals.Assist Revenue Management with completing accurate six period projections.Review guest satisfaction results to identify areas of improvement.Ensuring Exceptional Customer Service Display leadership in guest hospitality, exemplify customer service and create a positive example for guest relations.Interact with guests to obtain feedback on product quality and service levels.Meet with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction.Empower employees to provide excellent customer service.Observe service behaviors of employees and provide feedback to individuals.Incorporate guest satisfaction as a component of department meetings with a focus on continuous improvement.Execute and support the company's Customer Service Standards and property's Brand Standards.Participate in and practice daily service basics of the brand.Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.Serve the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.Gain understanding of the property's primary target customer and service expectations; serve the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.Building Successful Relationships Develop and manage relationships with key stakeholders, both internal and external.Work collaboratively with off-property sales channels (e.g., Booking Center, Global Sales Office) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative.Attend customer events, trade shows and sales missions to maintain, build or develop key relationships with Global Sales Managers and customers.Managing and Conducting Human Resource Activities Interview and hire management and hourly employees with the appropriate skills to meet the business needs of the operation.Utilize all available on the job training tools for employees.
Qualifications Minimum of 3 years in the same role.Experienced sales with great knowledge on International Leisure and Local corporate market.A strong understanding of overall hotel business.Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.Must have the ability to understand global markets that affect the business of the hotel.Must have strong decision making skills.Strong oral and written communication skills.Ability to communicate at all levels.Ability to train and develop team members.Ability to work effectively in a team environment and take initiative.Excellent organizational skills.Analytical skills.Computer skills (word processing, spreadsheet, and presentation software).Additional Information Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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