Sales Service Manager

To exceed the guests needs in planning and executing each group program while ensuring the best return value for the hotel.

Will handle inquiry, prospecting and other client development based on Sales Team Deployment in support of individual booking goals.  Responsible for selling, negotiating and confirming agreements in line with The Plaza booking parameters.

Will handle all servicing for groups booked by any team member from contract confirmation to execution including coordination with CPS Events at The Plaza and liaise with all key internal departments to execute flawless group experiences.

Position reports to:  Director of Sales & Marketing

Objectives/Accountabilities

To handle all incoming calls from the hotel's client base that want to book guest rooms with or without meeting/catering functions as outlined in the Team Deployment.  Will handle the call from the client from beginning to end, processing all the information pertaining to the booking and disseminating this information to the appropriate departments via memos, banquet event orders, directives, resumes and rooming lists in a professional and timely manner. 

As necessary receive all details for the meeting/function from the client and coordinate with CPS Events at The Plaza.  Should set up Opera S&C file and monitor all activities of the account.  Will personally process all information on this booking to the other departments in the hotel responsible for delivery of services while this client is on property.

Must obtain the rooming list for the group 30 days prior to their arrival (or as required by contract) and pass it along to reservations with full address and billing instructions.  Accounting should also be copied in on these instructions.  Will also request deposits where applicable and in line with hotel standards and forward to Accounting.  Must also make sure that the hotel has appropriate credit information on file for each account.

Ten days prior to arrival prepare and distribute a Meeting/Group Resume to all departments within the hotel effectively and accurately communicating the group’s requirements.

To meet the client upon arrival to the hotel for their program to review all details of their function maintaining visibility throughout the program to ensure all details of the meeting/function are being looked after while the client is in the hotel.

Meet with the client prior to departure to ensure that all promises were delivered and to see if there is any future business for the hotel pending or to acquire lead information/referral for other FH&R hotels.

Maintain group lead log and assign leads based on Sales Deployment and administrate  all proposals and contracts for all  bookings.

 

Be knowledgeable of all hotel policies and procedures in support of fire safety laws and regulations.

 

Attend weekly departmental communications meetings, also sales meetings as required.

Determine and recommend prospective customers from market information/resources, develop and maintain prospecting list. 

 

Conduct pre-conference meetings including clients and key department heads to insure proper preparation of program experience. 

 

Solicit group business through the preparation and execution of action plans developed on a quarterly basis utilizing SMART planning strategies.

 

Independently responsible for achievement of objectives as outlined in the action plans.  Within established parameters, quote and negotiate prices, confirming by written contracts. 

 

Prepare weekly, monthly, quarterly and annual reports as required.  As directed, assist with the compilation of competitive intelligence information.

 

Conduct site inspections and client entertainment to support achievement of established monthly, quarterly and annual bookings goals. 

 

Actively participate in prescribed sales training.

 

Preferred Knowledge/Qualifications:

 

Post Secondary education and preferably a Hospitality Management Degree or Post Secondary Degree.

 

Minimum 2 years experience in hotel catering/sales, additional experience in the hospitality industry an asset. 

 

Must have a working knowledge of Opera, Word and PM systems. 

Must have strong interpersonal skills with attention to detail and organization a must.

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