Nature of the Job

Main Duties

Customer Services

• Delivers the brand promise and always provides exceptional guest service.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner.
• Maintains positive guest and colleague interactions with good working relationships.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Financial

• Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Operational

• Develop accounts (new and existing) by mapping specific business and buying tendencies. Include group profile for each meeting; maintain organized and professional plan for correspondence and follow up.
• Perform daily telephone solicitations to new and existing accounts/customers in defined geographic region.
• Promote awareness to corporate, incentive and association markets via travel to respective regions in the country providing presentations and personal sales calls.
• Maintain communication/relationship with network for the region, as well as other hotels toward achieving predetermined revenue goal.
• Create and execute direct sales plan specific to market assignment.
• Promote local awareness through maintaining relationships with CVBs and tourism authorities.
• Conduct tours of property to meeting planners and other potential customers while informing of all hotel/resort services available; entertain customers on property, during site inspections, preplanning trips, and program operation when appropriate.
• Work closely with conference services and catering through execution of definite program; keep Director of Conference Services and Planning Committee promptly and fully informed of all problems or unusual matter so prompt corrective action can be taken where appropriate.
• Coordinate all sales related activity through the direction of director of sales; negotiate contract specifics to achieve maximum profitability while satisfying customer needs.
• Excellent knowledge of Delphi account management system to achieve FS minimum Delphi standards, while utilizing Delphi as an account/organizational tool; have a working knowledge of local and regional competition.
• Conduct all sales related interactions with the highest level of professionalism while maintaining specified Swire Hotels standards.
• Assist with all guest inquiries within the Sales and Marketing department, including assisting with high telephone volume and walk-in site inspections.
• Assist operations team in “crunch” situations.
• Maintain relationships with peers at local hotels/resorts.

People Development

• Supports Swire Hotels’ cultural and people development implementations and characteristics.

Skills, Qualifications and Experience Requirements

• College education required or equivalent experience.
• Two to three years of experience in a hotel in sales capacity.
• Excellent written and verbal skills. Multilingual preferred.
• Strong communications (telephone and in person).
• Strong oral presentation skills
• Requires knowledge of and ability to operate computer equipment
• Basic knowledge of hotel operations