Cluster Sales Manager

Roles and responsibilities

• To drive total revenue (Rooms, Events and F&B) and sell to new, existing and prospecting accounts, mainly targeting Non Residential producing accounts and catering business across the cluster.
• To support financial goals of the hotel through upselling, proper use of the hotel products and packages and cost of control.
• To contribute to an atmosphere of open and efficient communication.
• Ensuring accuracy in all communication documents such as BEO, Change logs and latest updates.
• Attending internal meetings such as morning briefing, BEO/GIS meeting.
• Understand through open communication and good rapport where Events Operations supports Event Sales as well as other internal stake holders.
• To maintain a positive attitude at all times and be involved with hotel activities and initiatives.
• To utilize IHG sales tools in an appropriate manner to ease work processes and make the same more efficient and transparent.
• Take a proactive sales approach and in line with strategy, adapt sales solutions to meet client needs and expectations
• Competitor analysis to be completed and recorded on a regular basis including: Promotions, pricing, availability, test calls and conference boards.
• Consistently communicate “within” to share market intelligence, provide feedback and ensure customer awareness with the Hotels and to ensure planning and coordination of sales.
• Assist with the preparation of new products and services.
• Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.
  

What We Need From You

• At least 2 years of experience in a similar role within a 5-star hotel or the MICE industry, with exposure to an F&B operations environment.
• Diploma from a university or hotel school, ideally in Sales & Marketing or Tourism/Hotel Management.
• Strong passion, enthusiasm, and drive for results, with a focus on quality.
• Self-motivated, organised, and able to demonstrate effective teamwork.
• Excellent communication skills across various platforms – presentations, telephone, correspondence, and face-to-face interactions.
• Ability to develop and nurture beneficial relationships.
• Strong problem-solving and decision-making abilities, with a high level of common sense.
• Culturally adaptable.
• Experience with Delphi and Opera systems.
• Ability to anticipate guests' needs.

Desired candidate profile

1. Sales Leadership and Strategy

• Sales Planning: Developing and implementing effective sales strategies across multiple properties or locations to achieve revenue targets.
• Team Leadership: Leading, motivating, and managing a team of sales professionals across a cluster of properties, ensuring they meet their individual and collective sales goals.
• Sales Target Management: Setting realistic and measurable sales targets for the cluster, monitoring performance, and adjusting strategies to achieve the targets.
• Sales Coaching: Providing ongoing coaching and mentorship to sales team members, helping them to refine their skills and improve performance.

2. Market and Industry Knowledge

• Market Research: Understanding market trends, competitor analysis, and the needs of the target audience to strategically position the cluster properties.
• Industry Awareness: Keeping up to date with developments in the hospitality and tourism industries, as well as changes in consumer behavior.
• Revenue Management: Working with the revenue management team to maximize room rates, occupancy levels, and ancillary revenue streams across the cluster of hotels or properties.

3. Client Relationship Management

• Building Relationships: Establishing and maintaining strong relationships with key corporate clients, travel agents, and other strategic partners to ensure repeat business.
• Customer Retention: Implementing strategies to retain existing clients and ensuring high levels of satisfaction to encourage repeat bookings and long-term contracts.
• B2B Sales: Cultivating relationships with corporate clients, meeting planners, event organizers, and travel agencies to drive group bookings, events, and conferences.

4. Negotiation and Persuasion

• Negotiation Skills: Leading contract negotiations with key clients, securing profitable deals while maintaining positive relationships.
• Persuasive Communication: Presenting the value of the cluster’s properties, services, and amenities in a compelling way to potential clients, addressing their needs and requirements.
• Closing Deals: Overseeing the final stages of the sales process, ensuring that contracts are signed and that clients' expectations are met.

5. Sales and Marketing Alignment

• Collaboration with Marketing: Working closely with the marketing team to ensure sales campaigns, promotions, and collateral align with the sales strategy for the cluster.
• Brand Representation: Ensuring the cluster’s properties are well-represented in the market through targeted promotions and advertisements.
• Event Promotion: Coordinating with the events and marketing teams to promote conferences, meetings, and other events hosted at the cluster properties.

6. Customer Service and Guest Experience

• Customer-Oriented Approach: Focusing on delivering an exceptional guest experience, ensuring that the needs of clients are met before, during, and after their stay.
• Personalized Service: Offering tailored sales proposals and packages that meet the unique needs of clients, ensuring a memorable experience.
• Handling Escalations: Addressing any issues or complaints from clients that impact their experience or relationship with the cluster properties.