Complex Sales & Service Manager

Highgate Hotels•New York, NY

About The Position

The Complex Sales & Service 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.

Requirements

College course work in related field helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Must be skilled in Windows, Company approved spreadsheets and word processing.
Long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.

Responsibilities

Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audio visual, switchboard, accounting, restaurants, bars, and engineering.
Responsible for follow up of Rooming list, Deposits/ payments, invoice, reservations of the Group Block
Ensure inter-departmental coordination within all departments related to Group Block not limited to publishing group resumes and organizing group resume meetings.
Create, review and revise rooming lists and VIP lists.
Generate, publish, and release Banquet Event Orders to respective department.
Follow up on all turnovers within 24 hours via telephone and within 3 days with written correspondence.
Know meeting room setups and capabilities and selling meeting room space.
Know sleeping room configurations and types.
Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
Prepare and submit required reports in a timely manner.
Review, and close out Master folios with client, adhering to SOPs.
Process Commissions adhering to SOPs.
Maintain a running log of Commission and status between Sales & Accounting.
Respond to requests by Meeting Planners immediately.
Managing all inquires and assign the lead to Sales Managers
Use the Partnership Agreement to meet client needs.
Interact with outside planners, vendors for event setup.
Maintain pricing integrity and propose upscale menus for clients.
Manage existing accounts and follow up with client re-solicitation to capture future business.
Manage the function book, sell and adjust space in order to ensure maximum potential revenue.
Be visible on the floor and assist staff as needed during functions.
Be involved in and/or conduct departmental and hotel training (One-to-One Training, etc.)
Plan and execute holiday and special events in conjunction with the Director of Catering.
Use feedback from Meeting Planner evaluations to improve service and quality.
Participate in required M.O.D. program as scheduled.