Complex Director of Sales

Lodging Dynamics•Clearwater, FL

About The Position

The Complex Director of Sales functions as the business leader of the Sales department for the hotels within a designated complex. The role develops customer, stakeholder, and community relationships to position and market each property, leads on-property Sales associates where applicable, and implements brand strategy and initiatives throughout the sales process. The position focuses on long-term, value-based customer relationships and achievement of booking, revenue, and market-share objectives across the complex. The Director develops and executes sales and marketing strategies, assesses market and competitor information, works with Revenue Management and Sales Support, and supports the customer experience from proposal and contracting through program or event delivery. The role also oversees sales-team performance, talent development, recruitment, planning, budgets, and compliance with company and brand standards. Attendance, professional appearance, effective communication, participation in team meetings, and adherence to safety, training, and company policies are required. No travel is required. The position is performed in a typical office or administrative setting with no exposure to adverse environmental conditions.

Requirements

Associate's degree in business administration, marketing, hotel and restaurant management, or an equivalent related field.
At least four years of experience in hotel sales and marketing.
At least four years of supervisory experience in hotel sales and marketing.
Ability to understand and follow oral and written directions and communicate effectively in English with internal and external customers.
Customer service skills and attention to detail.
Analytical and problem-solving skills; ability to remain composed and objective under pressure.
Time-management skills and ability to organize and manage multiple priorities amid interruptions or distractions.
Ability to recognize emergency situations and take appropriate action.
Ability to lead in a culturally diverse environment and champion diversity and inclusion.
Emotional intelligence and interpersonal skills to build strong working relationships across levels.
Ability to motivate, inspire, build, lead, coach, counsel, mentor, and develop teams to provide excellent customer service.
Initiative and adaptability to changing internal and external conditions and customer requirements.
Proficiency with Google Docs or Microsoft Word and Google Sheets or Microsoft Excel; basic knowledge of Google Slides or Microsoft PowerPoint.
Basic math skills.
Ability to develop and implement business strategies and interpret and create policies, procedures, and manuals.
Ability to communicate effectively with all levels of management and external stakeholders.
Business acumen, including financial management, budgeting, cost control, and revenue optimization.
Ability to listen, understand, and resolve challenges and concerns raised by management, team members, and customers.
Ability to identify and pursue revenue-generating opportunities while managing costs and resources.
Ability to develop and execute business strategies aligned with brand identity and guest expectations.
Knowledge of industry trends, best practices, regulations, and the current industry landscape.
Ability to drive revenue growth, optimize costs, and achieve financial targets.
Ability to address complex issues and balance brand requirements with commercial realities in a practical and diplomatic manner.
Ability to engage diplomatically with third-party operators and owners, respond appropriately to partner feedback, and help resolve issues.
Negotiation and public-speaking proficiency.
Ability to maintain a positive and professional working environment and foster a culture of excellence.
No licenses or certifications are required.
No travel is required.

Responsibilities

Execute sales strategy and verify that individual booking goals are met for each on-property team.
Serve as a sales contact and customer advocate for General Managers, Revenue Management, Sales Support, Catering Sales leaders, and customers.
Act as the complex's sales liaison with National Group Sales and National Accounts.
Provide customer intelligence and assess market and economic trends that may affect sales strategy.
Review Smith Travel Research STAR reports, competitive shopping reports, and other resources to assess each hotel's market position.
Research competitor sales strategies and identify ways to grow RevPAR and increase market share.
Attend sales strategy meetings and participate in business planning with Revenue Management and Sales Support.
Develop innovative sales and marketing ideas and strategies to grow market share.
Conduct direct sales calls for assigned accounts and alongside on-property Sales teams.
Evaluate each hotel's participation in sales channels, including OTA, Group, brand.com, and RFP channels.
Execute and support brand standards and the operational aspects of booked business, including proposals, contracts, and customer correspondence.
Ensure seamless turnover of business from Sales to hotel Operations.
Increase revenue and control expenses while maintaining successful performance.
Work with Revenue Management and Sales Support to execute the PSR and quarterly sales and marketing action plans.
Develop partnerships with local organizations and build internal stakeholder, community, and public relations.
Obtain hotel participation in local, regional, and national tradeshows and client events.
Deliver exemplary customer service, monitor customer satisfaction, understand customer needs, recommend suitable services, and build customer loyalty before and during programs or events.
Understand each hotel's target customers, their businesses, issues, and concerns, and recommend appropriate business solutions.
Monitor resolution of guest issues arising from the sales process and channel issues to hotel leadership or other stakeholders.
Build strategic working relationships with sales-channel leaders to position and drive sales to hotels in the complex.
Lead the Sales department across the complex, with overall responsibility for booking goals and revenue.
Coach Revenue Management leaders on revenue strategies and goals that support the complex's financial performance.
Develop quarterly bonus Key Sales Objectives and sales action plans for Sales Managers.
Ensure the Sales team fully leverages brand demand engines and that effective structures, processes, roles, and performance management systems are in place.
Set career development goals, review direct-report performance, address performance issues, and hold the team accountable for results.
Forecast talent needs and manage talent acquisition to minimize turnover-related lost time; maintain a list of competitor sales talent and execute recruitment plans.
Champion leadership development and workforce planning by assessing, selecting, retaining, and developing diverse talent.
Oversee department activities, establish policies and procedures, set team objectives, assign and review work, recruit and interview, orient and train, and issue corrective action or recommend termination.
Investigate and resolve concerns and complaints; create department schedules; approve time records and time-off requests; and submit payroll.
Assess risks, establish systems to protect organizational assets, ensure safety compliance, and develop and oversee the department budget.
Maintain professional appearance and attendance, communicate with team members and management, attend team meetings, follow safety and emergency procedures, complete required training, comply with company policies, and perform other assigned related duties.