Hyatt Hotels
Location
Raipur | India
Job description
Description
Main Duties: Administration • To develop, implement, maximise, monitor and evaluate the hotel's Sales Strategy (goals, tactics and actions) to achieve and exceed forecasted revenue figures in Rooms, Food and Beverage, and all other revenue generating departments. • To ensure Sales activities are aligned with the Corporate Marketing Strategy, and Hotel Actions have been implemented where appropriate. • To represent the Sales function on the hotel's Executive Committee. • To oversee the preparation and update of the Departmental Operations Manuals. • To conduct regular departmental communications meetings and ensure departmental briefings and meetings are effective and conducted as necessary. • To review sales files and systems to ensure correct booking procedures, including group room and meeting programme history, contractual agreements, room block analysis, credit and payment documents, etc. Customer Service • To monitor all hotel associates deliver the brand promise and provide exceptional guest service at all times, providing positive and constructive feedback as necessary to the respective Head of Department • To ensure Sales associates also provide excellent service to internal customers in other departments as appropriate. • To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily. Financial • To maximise associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. • To assist with the preparation of the Annual Business Plan. • To strategically analyse business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate. • To proactively manage all the sales resources and funds, and control departmental costs. • To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information Marketing • To manage all the hotel sales brand contacts, to enforce and maintain the hotel's brand positioning and concept, agreed upon in the hotel's Annual Business Plan. • To prepare, utilise and update an Annual Sales Plan, broken down as necessary by division and/or department. • To manage all sales strategy, tactics, and action implementations, complying with the Smart Selling approach, in order to create a strong and disciplined sales team who achieve their sales goals. • To implement the strategic marketing process, maximising the available sales data including hotel Cognos, Marketing Portal, Competitive Intelligence, and Delphi/Fidelio catering system in order to make sound decisions. • To constantly monitor and evaluate local, national and international market trends, and the competitor hotels' sales initiatives, in order to make sure the hotel's marketing and sales remain competitive and cutting edge. • To manage all key sales accounts and groups, to evaluate them based on sales account analysis prepared by Marketing Manager - Strategy / Marketing Analyst, and to develop strategies for pricing, inventory, and sales resource allocation. • To actively participate in weekly yield meetings and monthly strategic meetings, developing and adjusting sales and pricing strategy. • To be aware of community, business, political and social factors that may affect the hotel's financial performance. • To ensure the best use is made of technology including Delphi or other sales and catering systems, and the data is clean. Operational • To direct and coordinate all selling activities and to communicate these activities throughout the hotel. • To review and evaluate the effectiveness of selling activities and adjust as necessary to achieve or exceed the objectives as outlined in the Annual Marketing Plan. • To be aware of community, business, political and social factors that may affect the hotel's financial performance. • To ensure room and banquet space inventories are reviewed weekly and strategies are formulated to fill low occupancy periods. • To make sure all sales proposals, collateral, digital tools, and other sales communications are in line with the hotel's and HI's brand standards, and up to date in terms of information. • To ensure all contracts signed by or on behalf of the Marketing and Sales Department follow the established hotel policies and procedures. • To attend major travel, trade and corporate functions to network and promote the hotel. • To plan and execute sales trips based on business priorities. • To communicate closely with the WWSOs and key sister hotels, and update them regularly regarding key hotel sales information • To entertain existing and potential customers and ensure the Sales Team entertains customers based on business priorities. • To ensure a high level of exposure for the hotel through direct sales solicitation, telephone contact and written communication. • To work closely with other Executive Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. • To make sure Sales associates work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams". Personnel • To oversee and assist in the recruitment and selection of all Sales associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates. • To oversee the punctuality and appearance of all Sales associates, making sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards. • To conduct annual Performance Development Discussions and to support associates in their professional development goals. • To plan and implement effective training programmes, including all required Smart Selling Courses, for associates in coordination with the Training Manager and Departmental Trainers. • To maximise the effectiveness of every Sales associate by developing each individuals' skills and abilities through the appropriate training, coaching, and/or mentoring. • To encourage associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. • To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics. • To ensure all associates have a complete understanding of and adhere to associate rules and regulations. • To ensure associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security. • To feedback the results of the Associate Opinion Survey and to ensure relevant changes are implemented. • To oversee the implementation and ongoing monitoring of Personal Business Plans for all Sales associates. Other Duties § To maintain strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations. § To respond to changes in the Sales function as dictated by the industry, company and hotel. § To read the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety. § To attend training sessions and meetings as and when required. § To carry out any other reasonable duties and responsibilities as assigned. Core Skills • Produces Quality Work The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes • Achieves Results The ability to identify priorities, solve problems, produce desired results and be accountable for commitments • Promotes Teamwork and Collaboration The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives. • Communicates Effectively The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others. • Shows Initiative and Resourcefulness The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically • Focuses on Customers The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction Leadership Expectations • Living Hyatt's Values Demonstrating behaviours consistent with Hyatt's Core Values • Demonstrating a Passion for Service Creating a positive impact by passionately serving others • Translating Hyatt's Mission to Action Defining a plan to achieve Hyatt's mission and successfully acting on it • Inspiring Others Bringing others along to achieve common goals. • Encouraging Change Demonstrating a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success. • Promoting Learning Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities. 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