Descripción del empleo
Gerente de Ventas de Hotel
DIRECTOR OF SALES
SCOPE: HOTELS REPORTS TO: SALES PARTNER (AREA DIRECTOR OF SALES) DEPARTMENT: SALES
MISSION: Ensures that the hotels’ Sales objectives are met and is responsible for the management and development of the hotels’ sales team.
OPERATIONS
• Develops the sales strategy for the hotel/s under their responsibility, complying with each hotel’s Business Plan, as well as the revenue budget together with the area Revenue Management team and the hotel’s GM.
• Ensures the implementation of the sales strategy in the sales area.
• Participates in the definition of the Sales strategy by providing input on the destination.
• Defines the hotel’s sales objectives and validates them with the Area Director of Sales.
• Monitors the sales targets defined for the hotels under their responsibility and coordinates the necessary actions to achieve the defined targets by moving the necessary levers with the Sales Partner to ensure production in the Leisure, BT & MICE, E-Commerce and OTAs segments.
• Defines and implements the Business Plan of the hotels under their responsibility and validates with the Area Director of Sales.
• Follows up on the objectives of the hotels under their responsibility and identifies and coordinates with the Sales Partner the hotels’ sales needs.
• Ensures participation in the sales actions defined in the action plan in coordination with the corresponding segment.
• Leads, together with the area Revenue Management, the Business Review of the hotels under their responsibility.
• Management of Local Accounts.
• Ensures the correct preparation and execution of sales inspection visits, of any nature or segment, which are to take place in the hotels under their responsibility.
• Oversees the management of group quotations in the hotels under their responsibility.
• Ensures the correct and complete implementation of MARS CRM for sales and group business management in all their teams (external sales and groups cluster) as well as the correct implementation of the MICE processes established by the Segment.
• Collaboration with the Revenue Sales Partner in the implementation of the hotel's pricing strategy.
• Together with Revenue Management, defines the pricing/revision of meeting room and venue rentals for the hotels in their area. Participates in the definition of prices/revision of the F&B offer related to the MICE segment to ensure that it maintains coherence with the product, destination and the compset in this segment.
• Participation in trade fairs and trade actions organised by third parties or organised by MHI.
• Develops and follows up on a specific new hotel pre-opening action plan, in coordination with their Sales Partner and segments and ensuring that they cover all potential markets and segments for the new hotel.
• Budgeting of sales actions to ensure the visibility and positioning of the hotel in potential markets and segments.
• Plans with the Sales Partner the global campaigns in which the hotel should participate in the necessary segments and sources and ensures the correct distribution of these campaigns.
• Develops a site inspections calendar prior to the opening of the hotel, both for local accounts and in coordination with the Head of Segments for the Key, Strategic.
• Is knowledgeable of the competitors (their products, improvements, rates, strengths and weaknesses, RevPar, etc.) and maintains a cordial relationship with them to ensure that they are aware of market trends and cross-market opportunities.
• Through regular meetings with the Sales Partner (his/her direct responsible) analyses the sales performance of the hotels in accommodation, rooms and other revenues under his responsibility, presenting corrective actions where required and new business opportunities, as well as transferring to him the performance of the competition, local accounts, etc.
• Direct relationship with Segment Managers in those areas/countries with potential for hotels in their area. Ensures that the needs of each of their hotels are duly communicated to them in order to achieve the objectives set.
• Participate in the digitalisation plans planned for the Sales & Marketing teams.
• Promotes and develops virtual sales actions related to the hotels under their responsibility in order to reach a greater number of customers in a more efficient and dynamic way in the MeliáPro TravelLabs environment.
• Drive digitisation among their team to improve processes and efficiency.
• Participate in those site inspections that deem appropriate due to high volume negotiations or according to the customer’s profile/market.
• Ensure that the results of the site inspections carried out by their team are reported to the hotel’s GM.
ECONOMIC-FINANCIAL
• Participate in the preparation of their department's budget according to the set guidelines.
• Follow up on the defined budget, ensure compliance with it, and report any deviations that may occur within the department to the Business Partner. Participate in the definition of the necessary corrective measures to minimise negative impacts and monitor them together with the Business Partner.
• Participate in the preparation of projections by providing information on their department.
• Analyse the reason for deviations, participate in the definition of corrective actions and promote the implementation of corrective actions within their department.
• Periodically, analyse the P&L of their department, review all departmental revenues and expenses, seek to maximise results and identify opportunities for improvement with the support of the Business Partner.
• They are aware of the hotel’s economic results, as well as the impact of their department on them. Convey detailed information to their team.
• To ensure the fulfilment of their department’s economic goals while being aware of the hotel’s economic goals, as well as their fulfilment. Convey information to their team, clearly.
• They are responsible for all orders, both for the purchase of materials and for the contracting of services, for their department, as well as for placing and confirming them in accordance with the established procedure.
• Control and monitoring of their area’s Operational PAI, respecting the timings set by the company.
• Ensure compliance with the applicable regulations in the daily processes of their department, which affect the department's performance and internal control.
• Collaborate on departmental review points during audits and establish action plans to address the reported issues.
• Analyse and solve possible incidents that may arise within the department, which are reported through the cash and production control that is carried out daily by the administration department or MHS.
HUMAN RESOURCES
• Annually review the training plan with the Area Director of Sales and HR area, in order to propose training actions based on the needs of the team.
• Be knowledgeable of the development plans and tools in Human Resources and promote their use (Melia Home, Melia Listens, E-Melia, development plans, Inspiring Opportunities, Code of Ethics...).
• Identify high potential staff and actively participate in the development of their team and trainees (if applicable).
• Conduct their team’s performance reviews.
• Be knowledgeable and analyse the climate results of their department. Design together with the team the action plans and implement them, while ensuring participation in the measurement period.
• Ensure the participation of their team in the wellness programmes made available to them.
• Promote the use of social media following the guidelines established by the company.
• Actively participate in the recruitment of their team and its dissemination on social media.
• Keeping track of the presence of the staff under their command, planning work shifts, absence control, as well as promoting the use of the holiday period by team members.
• Inform HR of possible incidents in the performance of the staff work that could lead to a warning or sanction.
• Manage payroll payments together with HR (overtime, days off, night work, etc.).
• Be knowledgeable of the sizing ratios and applying the staffing guide defined for their hotel, making proposals for revision when required by the operation.
CUSTOMER EXPERIENCE
• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
• To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
• Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary.
• Be knowledgeable with the Sensory Architecture established for their areas and ensure compliance with it.
• Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.
SUSTAINABILITY
• Ensure metering of energy and/or water consumption for charging to the lessee (if applicable).
• Give visibility to sustainable attributes in the customer relationship (under the instructions of the marketing & branding department).
• Ensure sustainability communication under criteria of truthfulness, rigour and coherence.
HEALTH & SAFETY// HEALTHY WORKPLACE
• Be knowledgeable of the hotel’s evacuation plan.
• Embrace the responsibilities assigned in the Centre's Self-Protection Manual or local equivalent in other countries.
• Ensure compliance with the Occupational Health and Safety Procedures and Instructions.
• Be knowledgeable of the individual protection equipment in their department and to ensure its correct implementation and use by means of the corresponding training actions.
• Verify correct compliance with safety regulations.
• Participate in ongoing risk assessment.
• Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.
REQUIREMENTS
EDUCATION AND TRAINING:
Degree in Tourism, Hospitality or similar.
LANGUAGES:
Local language (depending on the geographical location of the property) and advanced English. A third language would be an asset.
SPECIFIC KNOWLEDGE:
• Ability to make decisions and define their area’s sales department strategy.
• Knowledge and business B2B, Corporate and MICE contacts.
• Great ability to communicate and negotiate.
• Hands-on and results oriented.
• Customer service and analytical skills.
• Knowledge of PMS Opera Cloud and CRM tools.
• Availability to travel.
EXPERIENCE:
5 years of experience in a similar position.
(I understand that this is not an exhaustive description of my duties & this document is constantly changing & being updated)
