JOB TITLE: Sales Office Manager
LOCATION: HMS Belfast and Churchill War Rooms
REPORTS TO: Head of Sales – HMSB & CWR
RESPONSIBLE FOR: Sales Co-ordinators
INTERNAL LIAISON: Operational team, C & E Development Team, Key Account Managers, CRO, client team
EXTERNAL LIAISON: Clients, Customers
To proactively drive conference and banqueting sales to achieve the annual targets for the venue. To manage all aspects of the unit’s reactive sales and create and implement an effective plan in line with agreed budgets. To actively work as part of the local and national sales team and yield business opportunities to increase revenues and deliver the sales strategy. To ensure the highest standards of accurate and timely customer, staff and management information. To ensure all sales administration is accomplished effectively & accurately in order to provide a seamless handover to the operations team. To manage and motivate in-unit co-ordinators.
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GREAT PEOPLE |
KPI’S |
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At all times be an ambassador for venue and Lime Venue Portfolio, building strong relationships with customers and clients alike. |
Customer account plans Client feedback |
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Be a positive and inspirational manager, sharing ideas and participating in team spirit, and be loyal to and supportive of colleagues including any temporary members of staff |
Feedback and motivation of colleagues |
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Achieve performance objectives and set KPI’s specific to role. Participate in regular reviews and appraisals in line with RA Venues management standards |
Achievement of appointment targets, revenue and sales accompaniment scores |
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Manage team performance through on the job coaching and KPI setting |
Team PDPs, results, BDRC |
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Develop strong working relationships with key members of national sales team including CRO |
Colleague feedback. Response times. CRO presentations |
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Highlight team development needs with Regional Sales Manager at earliest opportunity in order to ensure appropriate skill sets at all times. |
Achievement of all team KPIs and targets |
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Undertake training and development identified as required in reviews and appraisals for both self and team |
Review results |
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Attend internal meetings as required and prepare all necessary information and follow up |
Meeting attendance & quality of information |
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GREAT SERVICE |
KPI’S |
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Follow RA Venues sales process in all customer meetings to ensure rapport established, relationships built and next actions agreed to |
Sales Accompaniment score |
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To ensure self and team provide outstanding customer service |
Aim to Delight & BDRC results |
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Ensure coordination team process enquiries & proposals, providing best value options to customers while maximising sales opportunities, within agreed response times to all web based, email and phone enquiries accurately and within brand guidelines |
Venue Verdict results; customer retention; BDRC results |
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Ensure department respond accurately and within deadline to all enquiries and RFPs |
Deadlines and SLA’s met |
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Maintain excellent product knowledge at all times |
Customer feedback |
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Be aware and adhere with statutory, legal and company requirements for: Health and Safety Food Hygiene Licensing Laws Employments Laws Fire Regulations Sales of Goods / Trade Description |
Health and safety audits. ISO / Quality audits |
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Report all maintenance issues and hazards as in the company health and safety manual |
Health and safety audits |
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Demonstrate best working practices in all duties and comply with company manuals |
Health and safety audits |
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GREAT RESULTS |
KPI’S |
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Achieve set sales targets and KPIs, reporting on a monthly basis any shortcomings with clear business reasons and remedial actions plans |
Revenue targets and KPIs |
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Provide accurate and prompt reports as requested by HOS i.e. KPI, CPS, Monthly Sales Report |
Timely reporting |
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Ensure team monitor results and ROI of all sales and marketing activities by tracking lead source on system for every booking and enquiry |
ROI report and Sales Plan |
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Host customer lunch, dinner or hospitality event for key customers/prospects each month |
Monthly event (individual or group) |
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Prompt updates on key booking changes and booking troughs to allow for tactical support and pricing |
Forecast & booking pace narrative to HOS, Regional Sales Manager& GM |
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Participate in sales promotions / campaigns |
Inclusion in minimum 5 central sales campaigns per annum |
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Participate in relevant familiarization trips |
KAD feedback |
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Be aware of competitor activities & industry trends, complete the quarterly competitor analysis |
Quarterly competitor report & rate value matrix |
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Achieve personal goals and objectives identified in reviews and appraisals |
Review results |
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Delphi Compliance
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Achieve 90% benchmark Delphi Compliance |
PERSON SPECIFICATION
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ESSENTIAL REQUIREMENTS |
DESIRABLE REQUIREMENTS |
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QUALIFICATIONS
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GCSE including Maths & English
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‘A’ level standard |
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EXPERIENCE
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At least 2 year’s experience within a hotel, venue or MICE agency |
Minimum 3 years experience within hospitality/travel industry |
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KNOWLEDGE AND SKILLS |
Excellent verbal and written communication skills
Computer literate and confident in MS Excel; Word and Outlook |
Venue knowledge
Knowledge of diary management systems
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PERSONAL QUALITIES
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Demonstrates a flair for man management
Ability to inspire customer trust and confidence
Ability to deal both on the phone and in electronic communications effectively with clients and venues and to gain support of internal colleagues
Passionate about hospitality, sales and customer service
Ability to multi-task, think fast and to deliver solutions to customer requirements
Possess diplomacy, discretion and impartiality of judgment Creative in thinking and approach, Confidence, Enjoys a challenge, a good sense of humour, flexible and forward thinking to anticipate problems before they arise |
Have experience of managing small team
Industry awareness Assertive, calm works well under pressure
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Please contact the following for your interest:
Karen Bramley
Head of Sales and Business Development
HMS Belfast
0777 433 3223