Hyatt Hotels Corporation
Director of Sales
Hyatt Hotels Corporation, Denver, Colorado, United States, 80285
Job Summary
Lead the strategic planning and execution of the Sales Department’s goals and objectives. Utilize prospecting skills and strong business sense to consistently exceed room night and revenue goals. Recruit, deploy, motivate, support and grow a team of Sales Managers to do the same. Develop and work within the stated budgets. Report and critique all Group Sales activities to the General Manager. Enliven the Westmont Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
Essential Job Functions
This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.
BUSINESS RESULTS
Completes Group Sales components of Marketing Plans (updated quarterly) including strategic action plans for all relevant market segments, booking channels and revenue streams.Sets Group Sales & Marketing goals and objectives, utilizing goal setting models and market knowledge to ensure the Sales Managers are effectively deployed to maximize productivity and revenue opportunities for the hotels.Establishes group booking guidelines based on historical data and forecasts to maximize revenue per group room night.Prepares and presents Group information for property reviews with owner representatives and corporate executives.Reviews production and pace reports and reforecasts 30/60/90-Day Budget with Director of Revenue Management.Administers Group Sales Department expenses.Leads Tentative Meetings and develops action plans to improve booking pace and productivity.Evaluates new and incremental business opportunities/promotions to maximize revenue for the hotels.Completes Group Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the Group Sales productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.Conducts disciplinary action as required.Completes Catering Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.
GUEST SATISFACTION
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 customers post-event.Makes presence known to customers at all times during this process, regardless of which hotel they sit 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.
LEADERSHIP
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 employees/team and commits to a course of action with available information.
BUILDING RELATIONSHIPS
Conducts one-on-one meetings with Group Sales Managers to ensure their ongoing development.Manages relationships and leads processes for the NSOs and CVB; communicates hotel information, staffing changes, and ensures prompt and thorough response to inquiries.Promotes and tracks lead referrals from NSOs and Scout leads.Administers Group Sales incentive programs and sales contests.Administers Group Sales Smart Goals.Uses opportunities to promote individual and team successes.Always applies the principles of trust, honesty, respect, integrity and commitment.Conducts morning stand-up meetings.Ensures weekly Group Sales meetings occur.
MANAGING WORK EXECUTION
Consistently meets/exceeds personal room night and revenue production goals.Approves Group bookings to ensure Sales Managers are maximizing revenue opportunities without displacing transient business.Administers Delphi Rate guidelines and “Need Dates”.Approves Catering space releases in accordance with the stated policies.Administers Lost Business Reports and Reader board Surveys.Develops strategic action plans and establishes “Measuring Sticks” with each Group Sales Manager.Reviews Group Sales attrition, cancellation charges, and adjustments.Submits Group Sales incentive program results.Completes ROIs on new projects/expenditures not forecasted.Manages completion of new projects as they arise.Audits Delphi and creates follow-up action plans as needed.
Experience
KNOWLEDGE, SKILLS & ABILITIES
5+ years of sales experience in the hospitality industryProven track record of a consistent ability to exceed sales goalsPrevious sales leadership experience preferredExcellent verbal and written English communication skillsAbility to travel on sales trips out of town for multiple nights as event schedule and business opportunities dictateComputer literate in MS Word, Excel and PowerPointComputer literate with Delphi preferredAggressive negotiating skills and creative selling abilities to close on business with a high conversion ratioMust be able to “knock on doors” to get the businessUncovering new customers (local and social)Effective sales skills to up-sell products and servicesAbility to manage guest room and meeting space inventoriesBroad understanding of facility management (sanitation, maintenance, operations)Strong customer development and relationship management skillsKnowledge of overall hotel operations as they affect the department.Knowledge of contract management and legalitiesFinancial management skills, e.g., ability to understand P&L statements, manage operating budgets, forecasting and schedulingStrong customer and associate relations skillsStrong presentation and platform skillsStrong “closing skills.”
PHYSICAL DEMANDS
Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds.
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.#J-18808-Ljbffr
Lead the strategic planning and execution of the Sales Department’s goals and objectives. Utilize prospecting skills and strong business sense to consistently exceed room night and revenue goals. Recruit, deploy, motivate, support and grow a team of Sales Managers to do the same. Develop and work within the stated budgets. Report and critique all Group Sales activities to the General Manager. Enliven the Westmont Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
Essential Job Functions
This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.
BUSINESS RESULTS
Completes Group Sales components of Marketing Plans (updated quarterly) including strategic action plans for all relevant market segments, booking channels and revenue streams.Sets Group Sales & Marketing goals and objectives, utilizing goal setting models and market knowledge to ensure the Sales Managers are effectively deployed to maximize productivity and revenue opportunities for the hotels.Establishes group booking guidelines based on historical data and forecasts to maximize revenue per group room night.Prepares and presents Group information for property reviews with owner representatives and corporate executives.Reviews production and pace reports and reforecasts 30/60/90-Day Budget with Director of Revenue Management.Administers Group Sales Department expenses.Leads Tentative Meetings and develops action plans to improve booking pace and productivity.Evaluates new and incremental business opportunities/promotions to maximize revenue for the hotels.Completes Group Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the Group Sales productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.Conducts disciplinary action as required.Completes Catering Sales Activity Critiques (weekly/monthly/quarterly) with information that explains the productivity, provides insights into opportunities and threats, and updates the stakeholders with market news.
GUEST SATISFACTION
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 customers post-event.Makes presence known to customers at all times during this process, regardless of which hotel they sit 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.
LEADERSHIP
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 employees/team and commits to a course of action with available information.
BUILDING RELATIONSHIPS
Conducts one-on-one meetings with Group Sales Managers to ensure their ongoing development.Manages relationships and leads processes for the NSOs and CVB; communicates hotel information, staffing changes, and ensures prompt and thorough response to inquiries.Promotes and tracks lead referrals from NSOs and Scout leads.Administers Group Sales incentive programs and sales contests.Administers Group Sales Smart Goals.Uses opportunities to promote individual and team successes.Always applies the principles of trust, honesty, respect, integrity and commitment.Conducts morning stand-up meetings.Ensures weekly Group Sales meetings occur.
MANAGING WORK EXECUTION
Consistently meets/exceeds personal room night and revenue production goals.Approves Group bookings to ensure Sales Managers are maximizing revenue opportunities without displacing transient business.Administers Delphi Rate guidelines and “Need Dates”.Approves Catering space releases in accordance with the stated policies.Administers Lost Business Reports and Reader board Surveys.Develops strategic action plans and establishes “Measuring Sticks” with each Group Sales Manager.Reviews Group Sales attrition, cancellation charges, and adjustments.Submits Group Sales incentive program results.Completes ROIs on new projects/expenditures not forecasted.Manages completion of new projects as they arise.Audits Delphi and creates follow-up action plans as needed.
Experience
KNOWLEDGE, SKILLS & ABILITIES
5+ years of sales experience in the hospitality industryProven track record of a consistent ability to exceed sales goalsPrevious sales leadership experience preferredExcellent verbal and written English communication skillsAbility to travel on sales trips out of town for multiple nights as event schedule and business opportunities dictateComputer literate in MS Word, Excel and PowerPointComputer literate with Delphi preferredAggressive negotiating skills and creative selling abilities to close on business with a high conversion ratioMust be able to “knock on doors” to get the businessUncovering new customers (local and social)Effective sales skills to up-sell products and servicesAbility to manage guest room and meeting space inventoriesBroad understanding of facility management (sanitation, maintenance, operations)Strong customer development and relationship management skillsKnowledge of overall hotel operations as they affect the department.Knowledge of contract management and legalitiesFinancial management skills, e.g., ability to understand P&L statements, manage operating budgets, forecasting and schedulingStrong customer and associate relations skillsStrong presentation and platform skillsStrong “closing skills.”
PHYSICAL DEMANDS
Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds.
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.#J-18808-Ljbffr