Dubai, UAE
Functions as the leader of the St. Regis Hotel Al Habtoor City segmented sales effort (transient, group, catering, extended stay etc.) and has responsibility for achieving segment revenue goals, multi-property revenue goals, guest and associate satisfaction. Communicates hotel's sales strategy and ensures that the sales team executes against sales strategy. Leads and manages all day-to-day activities related to the sales function with a focus on building long-term, value-based customer relationships that enable achievement of hotels & MEA sales objectives. Leads the proactive team on aligning the customer profile with the appropriate product. Achieves personal booking goals and makes recommendations on direct reports booking goals. Leads, motivates and directs the sales intensity plan. Works closely with the UAE Market Organisation on accounts they manage that have business for the St. Regis Hotel Al Habtoor City SCOPE / BUSINESS CONTEXT / CANDIDATE PROFILE Scope Measures: St. Regis Hotel Al Habtoor City Cross sell into other AHC Hotels and St Regis Polo Resort Guest Rooms & Suites Banqueting & Meeting space Restaurants & Bars 8 direct reports Annual Projected Revenue Business Context Responsible for developing a working knowledge of all departments in the hotel and their dependence and interaction with the Sales Department. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Proactively prospect for the target customer of the property (e.g., group, catering, business travel, leisure travel). Learn proficiency in using Marriott's Customer Focused Sales Call Process and the skill of closing the sale through training and trial. Full understanding of property revenue goals and how to achieve personal and team related revenue goals. Provide service to our customers in order to grow share of the account on behalf of Marriott International, across the enterprise. Partner effectively with Event Operations to maximize the customer experience of the property Business Results Balanced Scorecard Results: Supports strategies and conducts activities to drive market share, guest satisfaction and financial results. Sales and Marketing Management: Focuses on building the hotel's top line revenue by executing against the sales strategy. Deploys Centre Sales team against key accounts including targeted segment sales, local and social catering, business travel sales and extended stay sales to achieve sales goals. Revenue Management: Works with Revenue Management to ensure proper pricing, appropriate transient and group mix and implementation of sales strategy. Addresses market fluctuations and economic conditions by partnering with Revenue Management to change sales strategy as appropriate for each hotel. Guest Satisfaction: Ensures sales process meets or exceeds guest needs. Identifies and addresses guest satisfaction issues to improve results, create customer loyalty and increase market share. Human Resources: Selects, develops and retains a diverse hourly and management workforce to generate revenue and provide sales expertise to the properties. Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success. Financial Management: Develops and manages annual operating budget to achieve or exceed budgeted revenue expectations. Ensures successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and Marriott International. TECHNICAL EXPERTISE The following are specific responsibilities and contributions critical to the successful performance of the position: Sales and Revenue Management Oversees all day to day activities of direct reports Responsible for leadership of direct reports and their teams (recruitment and selection, performance management (PMP/IDP), employee development and motivation, counselling / disciplinary issues) Provides positive and aggressive leadership to ensure maximum revenue potential; sets example with personal booking goals. Works with Hotel GM and MP-DOSM to ensure understanding of sales strategy and effective implementation of this strategy for each segment. Recommends multi property booking goals for sales team members. Proactively develops and manages relationships with key stakeholders, both internal and external. Analyses market information by using sales systems and implements strategy to achieve hotel's financial room and catering goals. Assists Revenue Management with completing accurate projections. Partners with revenue leader on approval of space release policy for catering to maximize revenue. Develops implements and sustains aggressive solicitation program focused on increasing business. Works with team to create and implement a sales intensity plan addressing revenue, customers and the market for each. Assists with the development and implementation of promotions, both internal and external. Works collaboratively with off-property sales channels (e.g., Event Booking Centre, UAE Market Organisation, GSO) to ensure the property needs are being achieved and the sales efforts are complementary, not duplicative. Participates in sales calls with members of sales team to acquire new business and/or close on business. Works with Human Resources, Engineering and Loss Prevention to ensure compliance with regulations. Participates in local and international travel to represent the hotels at trade shows, sales missions, conferences etc. Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels. Meets with guests during pre and post convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract and overall satisfaction. Empowers associates to provide excellent customer service. Observes service behaviors of associates and provides feedback to individuals and/or managers. Reviews all guest satisfaction results to identify areas of improvement. Incorporates guest satisfaction as a component of department meetings with a focus on continuous improvement. Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation. Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Attends customer events, trade shows and sales missions to maintain, build or develop key relationships with GSO Managers and customers. Determines Trade show plan and travel for team based on Complex Sales Travel with GM and MP-DOSM Executes and supports hotel appropriate Customer Service and Brand Standards. Manages the relationship with the UMO to ensure that team stay true to the agreement with total account management. Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence). Participates in and practices daily service basics of the brand Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event. Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to Marriott. Gains understanding of the hotel's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event. Guest Satisfaction Sets a positive example for guest relations. Provides accurate, complete and effective turnover to Event Management and Hotel Operations Team. Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints. Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction. Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance. Reviews meeting planner results to understand level of guest satisfaction; continuously strives to improve service performance. Requirements Candidate Profile Experience Sales & Admin experience, ideally in the International market and ability to demonstrate strong client relationships in the corporate market driving corporate transient, catering and group business. Solid sales & account managements skills are essential, with a strong knowledge of corporate market and business trends. A good researcher, negotiator and client focused approach is required. The candidate should be able to show strong knowledge of constructing and executing sales & client action plans. There should be excellent communication (verbal & written) skills, confident presentation ability and a second language would be an advantage. Direct sales experience is essential (including skills in dealing with travel/event decision makers), with experience in the group/banqueting sales market a desirable asset. Skills and Knowledge Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. Reading Comprehension - Understanding written sentences and paragraphs in work related documents. Writing - Communicating effectively in writing as appropriate for the needs of the audience. Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems. Revenue Management - Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management). Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Mathematics - Using mathematics to solve problems. Number Facility - The ability to add, subtracts, multiply, or divides quickly and correctly. Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem. Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures. Economics and Accounting - Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data. Management Competencies Active Learning - Possesses a zeal for and seeks new learning experiences; quickly comprehending and applying new information to the job. Building Credible Relationships - Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions. Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message. Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs. Drive for Results - Skilled at setting goals for personal and group accomplishment; working tenaciously to meet or exceed those goals. High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks. Planning and Organizing - Skilled at controlling sales assignments; allocating appropriate time to priority goals, requirements, and sales opportunities. Problem Solving / Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions Sales Disposition - Energetic, proactive, takes calculated risks, and perseveres to attain goals Education and Experience High School Diploma or equivalent required; Bachelor's Degree preferred Hospitality Management Degree preferred but not essential Hotel sales & marketing related courses Previously a director of sales in 4/5 star hotel preferred. Prior team leadership experience essential Experience of GCC countries is preferred but not essential Fluent Arabic both oral and written preferred but not essential Marriott sales experience preferred but not essential TRAINING Previous Marriott or Starwood Sales Training preferred but not essential Marriott Foundations of leadership preferred but not essential Department Sales & Marketing Location Al Habtoor City - Dubai Company St. Regis Hotels The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York's Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis
dubizzle.com - 5 hours ago - 1 year of experience
