Sales & Servicing Manager

Westin Chicago North Shore • Wheeling, IL

8h • Onsite

About The Position

The Sales & Service Manager is responsible for generating and servicing group business with a primary focus on wedding room blocks and small corporate meetings. This position manages the entire client experience—from initial inquiry and contracting through planning, execution, and post-event follow-up—while working closely with hotel departments to ensure exceptional service and maximize revenue opportunities.

Requirements

• Bachelor's degree in Hospitality, Business, Marketing, or related field preferred, or equivalent hospitality experience.
• Previous customer service, hospitality, hotel operations, or sales experience preferred.
• Passion for hospitality and building relationships with clients.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously.
• Excellent verbal and written communication skills.
• Strong attention to detail and follow-through.
• Ability to work independently while collaborating effectively within a team environment.
• Proficiency in Microsoft Office applications; experience with hotel sales systems (Delphi, CI/TY, Marriott systems, or similar) is a plus.
• Ability to learn hotel revenue strategies, sales techniques, and servicing procedures.
• Professional appearance and demeanor with a commitment to outstanding customer service.
• Ability to read, write, speak, and understand English.
• Strong interpersonal and relationship-building skills.
• Excellent problem-solving and decision-making abilities.
• Ability to prioritize multiple deadlines in a fast-paced environment.
• Basic computer proficiency and ability to learn hotel technology systems.
• Understanding of hotel operations and guest service standards.
• Commitment to maintaining high levels of guest satisfaction.
• Ability to sit, stand, and walk for extended periods.
• Ability to tour guest rooms, meeting space, and hotel facilities with clients.
• Ability to occasionally lift up to 20 pounds.

Nice To Haves

• Experience with hotel sales systems (Delphi, CI/TY, Marriott systems, or similar) is a plus.

Responsibilities

• Solicit new and existing business to meet or exceed guestroom and food & beverage revenue goals through telephone prospecting, outside sales calls, networking, site tours, referrals, and written communication.
• Manage wedding room block bookings from the initial inquiry through event completion, ensuring a seamless client experience.
• Sell and service small corporate meetings, including guestrooms, meeting space, and food & beverage, from contract through departure.
• Build strong relationships with clients by understanding their needs, providing timely communication, and delivering outstanding customer service throughout the planning process.
• Prepare proposals, contracts, banquet event orders, rooming lists, and other sales-related correspondence and documentation.
• Conduct hotel site inspections and participate in client meetings as needed.
• Coordinate with Catering, Conference Services, Front Office, Housekeeping, Food & Beverage, and other hotel departments to ensure successful event execution.
• Maintain accurate account information, booking reports, CRM updates, and client files.
• Participate in daily RevMax meetings, sales meetings, pre-convention meetings, training sessions, and other required hotel meetings.
• Follow up after events to evaluate guest satisfaction, identify future business opportunities, and strengthen client relationships.
• Develop and maintain knowledge of hotel products, market trends, competitive hotels, and industry developments.
• Represent the hotel professionally within the local community, attending networking events, trade shows, and industry functions when appropriate.
• Demonstrate professionalism, teamwork, and a commitment to delivering exceptional guest experiences while serving as a positive role model for fellow associates.
• Assist with sales reports, forecasting, market research, and competitive analysis.
• Support other sales team members during high-volume periods.
• Participate in hotel-wide initiatives, special events, and community activities.
• Perform additional duties as assigned to support the Sales & Marketing team and overall hotel operations.

Benefits

• Medical, dental, and vision insurance
• Paid time off (vacation, sick time, holidays)
• Six paid company holidays and one floating holiday
• 401(k) with company match (up to 4%)
• Life and disability insurance
• Employee assistance programs
• Employee discounts (hotel and travel discounts)
• Bonus or incentive programs
• Commissions (if applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree