To monitor all hotel employees 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 employees 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.
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 Events 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.