Account Manager

Overview

The Sales Manager is responsible for effectively soliciting and becoming familiar with all accounts in his/her market segments. He/she is also responsible for prospecting and closing on assigned accounts/territory to positively impact hotel revenues.

Responsibilities

• Managing the group process once contracts are signed through to post-departure. Work effectively with the Operations team to deliver exceptional service to both internal and external guests.

  Confirm reservations as requested during the work week

• Manage the VIP process for the hotel – room assignment; amenity; welcome note and ensuring that the team is aware of guests and their requirements.
• Manage all aspects of the rental of the board room - Contracting; BEO; Billing; Ordering Food and Beverage; AV; staff scheduling; meeting management.
• Solicit area churches for social bookings, weddings and family reunions
• Develop relationships with local fire department; police precincts; churches; event spaces
• Manage the relationship with some of the local Missions and Embassies
• Secure show rooms each day and perform pre-inspection to ensure that rooms are flawless
• Conduct site tours as requested – scheduled and unscheduled
• Execute prospecting and research projects as requested
• Responsible for effectively communicating accurate information on arriving and in-house groups to hotel team members. Ensure weekly pre-con meetings are held and all departments are aware of and receive the Resume, BEO and other pre-arrival information. Preliminary group resumes are to be distributed at least 2 weeks prior to the group’s arrival.
• Ensure that group payments and rooming lists are on schedule as defined in the contract and clients are kept abreast of cut-off dates.
• Prepare invoices for each group
• Reconcile Crew Commission invoices each month
• Reconcile group folios once the group checks out
• Manage relationships with local corporate clients by handling requests promptly, reservations; reservation letters; folios; payment receipts and statements
• Prepare PowerPoint presentations as needed by the sales team
• Ensure accurate information and updates are maintained in the Sales System, ensuring that all account information; group proposals; prospects; tentatives; definites; pick-up numbers are in accordance with the invoice and rooming list
• Perform monthly audit of the GRC vs the sales folders to ensure that all contracts are recorded
• Adhere to all the various written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all of which make up the essential functions of the job.
• Perform other tasks as needed or directed to ensure effective Hotel operation.

PROVIDING EXCEPTIONAL CUSTOMER SERVICE & BUILDING SUCCESSFUL RELATIONSHIPS

• Drives customer loyalty by delivering service excellence throughout each customer experience.
• Partners with Operations in providing a customer experience that exceeds the customer's expectations.
• Interact with guests to obtain feedback on product quality and service levels.
• Build and strengthen relationships with existing and new customers to encourage future bookings.
• Manage and develop relationships with key internal and external stakeholders.

SUPERVISORY RESPONSIBILITIES

This position has no direct reports.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Skilled in Microsoft Word, Excel, and PowerPoint. Knowledge of IVVY, Sales Pro or Delphi will be helpful
• Possess excellent written and verbal communication skills
• Ability to read, analyze and interpret general business periodicals, professional journals, and write business correspondence.
• Ability to effectively present information and respond to questions from internal and external customers
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Must be a self-starter and motivated
• Detail oriented, hands-on team player with strong interpersonal skills
• Ability to create and deliver high quality experience that meets or exceeds customer’s expectations
• Ability to maintain and grow relationships with customers to build loyalty

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk, hear, stand and walk. The employee may occasionally lift and/or move up to 25 pounds.

EDUCATION AND/OR EXPERIENCE

Associate degree from a two-year college or university. Minimum of two (2) years Hotel customer interaction experience in Operations/Sales/Hospitality required.

Proficiency in Microsoft Word, Excel, PowerPoint

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job description subject to revision at any time at the company’s discretion based on business needs