Director of Sales, Travel Trade

Empire State Realty Trust-posted 3 months ago
$125,000 - $140,000/Yr
Full-time • Mid Level
New York, NY
501-1,000 employees
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The Director of Sales, Travel Trade will report to the SVP, General Manager and oversee a team of four sales professionals to ensure that sales targets for the Empire State Building Observatory (ESBO) are met. The Director will implement travel trade sales and marketing plans, lead, train, and coach a diverse team, achieve sales targets, and analyze sales data to identify opportunities for improvement. The Director will manage daily sales operations, track sales performance, and implement data reporting in a digestible and trend-able way to share upwards for departmental status updates. The ideal candidate possesses forward thinking, exceptional communication and interpersonal skills to effectively lead and motivate the team, as well as build strong relationships with internal and external key stakeholders. The ideal candidate will have a deep understanding of the NYC tourism market and competitive landscape to successfully identify new business opportunities and support the development of innovative sales strategies.

  • Oversee the day-to-day operations of the Observatory’s sales team
  • Manage a team of three Sales Account Managers and one Sales Coordinator to ensure they meet their individual sales targets for ticket sales, revenue and per caps
  • Track, monitor, and analyze sales team performance data to identify areas for improvement
  • Direct the implementation and manage the execution of the sales & marketing plan to include account development activities for key customers, prospects and segments
  • Oversee sales operations, such as contract management, rate distribution, price setting, ticket issuance, group sales reservations, and content provision to reseller clients
  • Produce sales collateral, hosting familiarization tours, and coordinating trade shows, sales missions, and client events
  • Work with revenue team to optimize per caps and capacity utilization
  • Collaborate with Operations, Accounting, Revenue, and Ticketing departments to streamline sales processes and ensure that sales strategies are aligned with overall business goals
  • Collaborate with the Marketing team to ensure brand consistency across all printed materials, client websites, the Travel Trade Resource Center, and the OTA Toolkit
  • Ensure the harmonization of sales operation procedures and update the department's SOP manual to guarantee the smooth execution of daily activities with the sales team, maintaining consistency and uniformity in all processes
  • Represent the Sales Team on cross-department projects
  • Oversee back office and group sales reservations, ensuring prompt responses to all general customer service and sales inquiries via website, email, phone, and chatbot
  • Coordinate weekly sales meetings and agendas
  • Assist in generating reports on sales performance and key activities
  • Utilize knowledge of market trends and business practices to recommend decisions that enhance the sales process
  • Identify emerging market trends to proactively adjust or modify sales strategies accordingly
  • Provide coaching and support including sales training sessions to keep the sales team up to date on sales techniques and customer service skills
  • Provide daily operational support, overseeing the training and adoption of Salesforce, Ventrata, Monday.com, and Satisfi Labs chatbot by the Sales Team, including system updates
  • Proactively identify holdups in the sales process and find ways to reduce them
  • Maintain strong knowledge of the Observatory’s products and services as well as the tour and travel industry
  • Remain knowledgeable of key processes and business initiatives to assist the Sales team in accomplishing department goals
  • Stay on top of what our competition is doing. Understand what they do that makes them stronger
  • Establish processes to audit all travel trade accounts for content and images to ensure premium placement
  • Use of emerging technologies and AI to prospect and source new clients and to streamline reporting and departmental functions
  • Exceptional written and oral communication skills.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Knowledge of sales techniques and customer service best practices.
  • Strong analytical and problem-solving skills.
  • Strong proficiency in MS Office (Excel, Word, PowerPoint).
  • Proficient in Salesforce (or other CRM system), Ventrata ticketing (or other ticketing system) and Monday.com (or other work management platform).
  • Bachelor’s degree in related field
  • Minimum of 7 years of experience in sales, with at least 2 years in a leadership role and 5 years managing a team
  • 5 years sales experience within the hospitality or travel and tourism industry preferred
  • Competitive base salary and bonus
  • Health/Dental/Vision insurance
  • Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
  • Voluntary Enhanced LTD Program
  • Voluntary Hospital, Accident, and Cancer Programs
  • 401(k) with 100% match up to 5%
  • Paid parental leave
  • Pre-tax transit accounts
  • Employee Assistance Program for emotional, financial, and legal support
  • Generous paid time off
  • Flex Summer Fridays
  • Employee engagement programs
  • Volunteer time off
  • Continuing education
  • Complimentary Empire State Building Observatory access
  • Complimentary gym membership and other wellness benefits
  • Employee Discount Programs
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