Hôtel Perle d'Orient Cat Ba - MGallery Collection

DUTIES AND RESPONSIBILTIES

1. HUMAN RESOURCE

• Identify training needs and to ensure that department training plans are developed and implemented in accordance with company standards.

• Create appropriate development plans and develop team members based on their individual strengths, development needs, career aspirations and abilities and ensure the same is done for all managers in Sales & Marketing.

• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance; coach team by providing specific feedback to improve performance and to conduct annual performance appraisals with direct reports according to Standard Operating Procedures.

• Reward superior performance to ensure that subordinates are motivated and empowered to make spontaneous decisions and administer sales bonus and incentive programs.

• Encourage staff suggestion program and other effective methods of two-way communication management by participation.

• Ensure that regular on-going communication takes place throughout departments to communicate sales activities, set expectations and create awareness of business objectives.

• Ensure Estate policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.

2. PRODUCT AND SERVICE QUALITY

• Ensure product and service quality through effective planning and organizing of systems, productivity, efficiency and consistent high level of service.

• Set expectations and hold Sales leadership team accountable for demonstrating desired service behaviors and ensure guest/ tenant needs are met or exceeded from beginning to end of sales process.

• Ensure product and service quality through Quality Control Checklists, training and monitoring guest/ tenant feedback, attention to detail, individual guest/ tenant needs are met and outstanding service is provided.

• Be highly visible and interfaces with guest/ tenant on a regular basis to obtain feedback on quality of service levels and overall satisfaction; effectively respond to and resolve guest/ tenant problems and complaints.

• Observe service behaviors of associates and provides feedback to individuals and/or managers; continuously focuses on improving service performance.

• Review Sales & Apartment and Office guest/ tenant satisfaction and meeting planner survey results and other data to identify areas of improvement; to review findings with Sales team and collaborates with appropriate leaders to ensure appropriate corrective action is taken and share plans with Estate leadership team.

• Incorporate guest/ tenant satisfaction as a component of departmental meetings with an emphasis on continually improving results.

• Ensure that a guest/ tenant recognition program is in effect in Sales and Marketing.

3. FINANCE

• Control and analyze department costs on an on-going basis to ensure performance against; to work with Sales & Marketing leadership team to determine areas of concern and develop strategies to improve the department’s performance.

• Coach and support Sales & Marketing leadership team to effectively manage wages and controllable expenses such as advertising and promotions, travel expenses, operating supplies etc. and focus on maintaining profit margins without compromising guest/ tenant or associate satisfaction.

• Identify opportunities to increase profits and create value by challenging exiting processes, encouraging innovation and driving necessary change.

• Ensure that office procedures are carried out efficiently; particularly lost property, absenteeism and inventories are attended.

4. SALES & MARKETING

• Manage the overall efficiency of the Sales & Marketing Department in terms of product knowledge, usage of proper Policies & Procedures, development of new accounts, tracking accuracy, Sales & Marketing reports and market research, implementation of promotions, reservations and upselling, positive community outreach, publicity and advertising, maintenance of expenses, instant guest/ tenant pacification and ensure growth and development for every Sales & Marketing individual.

• Develop sales goals and strategies and ensure alignment with Estate business strategy.

• Coach leaders of revenue generating departments in developing effective revenue strategies and set aggressive goals that drive the Estate’s financial performance.

• Provide guest/ tenant intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed guest/ tenant expectations, generate increased revenue and ensure competitive position in the market. Communicate changes and potential revenue opportunities to leadership team.

• Develop strong partnership with local organizations to further increase brand/ product awareness and develop strong community and public relations by ensuring company participation in local, regional and national tradeshows & client events.

• Identify public relations opportunities and coordinate activities to augment the overall marketing communication strategy.

• Review STAR report, competitor survey reports and use other resources to maintain an awareness of the Estate’s market position and research competitors’ sales teams strategies to identify ways to grow occupancy and increase market share.

• Suggest innovative marketing ideas and proactively develop deployment strategies to continue to grow market share.

• Serve as the guest/ tenant advocate in the sales contact for guest/ tenant.

• Be appropriate roles in the Estate sales liaison with market sales/ cluster sales, revenue management, event management and other Estate departments.

• Serve as Estate authority on sales processes and sales contracts; work with Revenue Manager to develop business evaluation strategy.

• Conduct Sales & Marketing meetings weekly, and attend meetings when required.

• Participate in sales calls with members of the Sales and Marketing team to acquire new business and/ or close on business.

• Review sales staffing levels to ensure Estate sales and revenue goals are met.

• Communicate with all departments concerned to ensure that guest/ tenant requirements are properly managed.

• Evaluate monthly reports (production, forecasts, etc.) and provides comments to management in respect to current external environmental conditions, trends, quotas, etc.

• Be aware of the management of all accounts and guest/ tenant, in accordance with the Hanoi Daewoo Estate Policies & Procedures and Standard Operating Procedures.

• Entertain supporting and prospective guest/ tenant to maintain or develop a professional relationship.

• Ensure all VIP and special group arrangements are communicated, on a daily basis, to management or the relevant Department Heads.

• Manage all guest/ tenant complaints to ensure instant guest/ tenant pacification and support the General Manager by coordinating crisis communications.

• Perform other duties related to the Sales & Marketing Department, and provide lateral service to internal guest/ tenant whenever possible.

• Be aware of sensitive Estate information and maintain confidentiality.

• Communicate and execute departmental and Estate emergency procedures.

5. REVENUE MANAGEMENT

• Direct Sales Online team to assist in the development and pull through of the Estate sales strategy for the group or individuals.

• Lead Sales Online team for annual pricing process, request for pricing and development of the annual Estate Business Plan in order to maximize revenue and profits.

• Monitor local, regional and national business outlook and consult with Revenue Manager (Hotel) on strategy.

6. OTHER DUTIES

• Ensure Estate’s Fire, Health and Safety Procedures and implemented.

• Encourage the highest possible standard of environmental management.

• Plan budgets and control expensive with the established budgets.

• Perform any other duties or responsibilities as required by Management.

- 2 months of probation with full salary & service charge.

- Team building activities.

- Annual Summer Outing/Health checkup

- Accident insurance 24/24

- Attractive Medical package  

- Uniform, Laundry service is provided by Hotel

- Delicious and nutritious meal at Hotel's Staff Cafeteria

- International working environment and friendly teammates.

- Other benefits according to Company's policy.

QUALIFICATIONS AND REQUIREMENTS

1. At least five years’ experience as a Director of Sales in high volume luxury Properties/ Residences or equivalent.

2. Bachelor’s degree in Sales & Marketing, Marketing or Property Management or any related discipline, Master’s degree preferred.

3. Excellent solicitation and selling skills and understanding of sales processes; ability to bring a sale to closure.

4. Extensive knowledge of group, extended stay, business transient and contract guest/ tenant profiles.

5. Strong guest/ tenant development and relationship management skills

6. Ability to set accurate account and revenue goals

7. Knowledge of revenue management functions and account profitability.

8. Understanding of Estate operations and potential challenges for servicing businesses.

9. Knowledge of contractual agreements and legalities.

10. Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning.

11. Excellent Leadership and Management skills.