Sales Operations Manager

The Kahala Hotel & Resort•Honolulu, HI

14d•Onsite

About The Position

The Sales Operations Manager drives group and individual leisure revenue by delivering seamless group booking experiences while managing leisure sales channels, travel advisor relationships, and wholesale FIT (Fully Independent Traveler) partnerships. This role oversees sales reporting, Delphi lead management, and CRM data while serving as a key liaison between prospective clients, the Sales team, and resort operations, including Front Office, Catering, Food & Beverage, and Housekeeping—as well as travel advisors, wholesalers, and Consortia partners. The goal is to create seamless, high-touch experiences from booking through arrival.

Requirements

Bachelors degree in Sales/Marketing, or a related degree and experience relevant to the position is a plus
Excellent written and verbal communication skills with strong attention to detail.
High proficiency in hotel management software (PMS, CRM, Delphi, OPERA and Microsoft Office).
Strong organizational skills and the ability to manage multiple client inquiries simultaneously.
Certification of tuberculosis clearance required.
Valid driver’s license required.
Ability to pay attention to detail, work in a fast paced environment, handle multiple tasks and have a high level of patience.
Ability to use sound judgment.
Ability to comprehend and follow oral and written instructions and procedures.
Ability to prioritize work.
Ability to access, understand and accurately input information using a moderately complex computer system utilizing software such as Word Perfect, Delphi and Opera.
Ability to operate various office equipment such as, but not limited to, computer system, photocopying machine, telephone and facsimile.
Ability to type a minimum of 40 wpm.
Ability to communicate effectively in English both verbally and in writing.
Ability to effectively deal with internal and external customers, some of whom will require high levels of maturity, patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Ability to move throughout the work area while performing the essential job functions.
Ability to lift up to 15 lbs.
Ability to sit for extended periods of time.
Must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
Ability to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
Ability to comply with hotel rules and regulations including policies regarding safety and grooming standards.

Nice To Haves

CPR and Standard First Aid Certification preferred.

Responsibilities

Respond to phone and email inquiries, qualify leads, coordinate reservation bookings, and monitor the main Sales inbox.
Partner with Reservations, Front Office, Concierge, Recreation, and other resort teams to ensure leisure guest requests, VIP amenities, and group details are executed seamlessly.
Prepare accurate group contracts, resumes, and event profiles using hospitality systems such as Delphi, Opera, and Salesforce.
Manage Delphi lead input, contract processing, CRM updates, and sales reporting.
Support VIP alerts, on-property site inspections, amenity requests, pre-convention meetings, and group resumes.
Communicate VIP leisure amenities and group specifications clearly to Front Office, Guest Relations, and Housekeeping.
Review client reservations, inspect rooms as needed, and provide timely follow-up.
Serve as a secondary point of contact for travel advisors, Consortia partners (e.g., Virtuoso and American Express Fine Hotels & Resorts), and wholesale partners.
Assist with availability, rate requests, and confirmations.
Partner with the Leisure Director to coordinate room blocks, site inspections, itineraries, logistics, and attendee lists for Familiarization (FAM) trips and travel media visits.
Maintain accurate travel advisor records.
Maintain and distribute wholesale FIT tariff sheets, track contract deadlines, update partner databases, and coordinate with the Leisure Director and Reservations Manager to ensure contracts and rates are current and accurately communicated.
Attend daily sales briefings, weekly sales meetings as and when required.
Follow-up with in-house departments.
Maintain complete knowledge of all hotel services/features and hours of operation and comply with all hotel and departmental policies and procedures.
Reports all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
Performs a variety of other duties as assigned by the Director of Sales and the Reservations Director.