Sales & Service Manager

Compensation Type: Yearly Highgate Hotels:

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

 

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

 

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location:

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami.   The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space.  Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition. 

 

Overview:

The Sales and Service Manager is responsible for the success of assigned group segments, both bookings & servicing and being the liaison between the hotel operating departments and the client.

Responsibilities:

• Effectively communicate and coordinate all facets of group event planning, to include menu selling and all other aspects of conference planning
• Coordinate meetings, special events and activities with accuracy and detailed communication outlines for the client and hotel departments
• Provide the appropriate memos, Banquet Event Orders (BEOs), Group Profiles, and other communications as necessary
• Develop and further hotel business through direct sales, telemarketing, direct mail, and conducting site tours of the hotel
• Coordinate menu arrangements for conference clients that serve both hotel and client needs
• In collaboration with the Sales Coordinator, you'll obtain conference rooming lists, monitor cut-off dates, improve revenue potential by assessing/monitoring group room pickup, room rental fees, electrical charges, telephone charges, box delivery/storage fees, and service fees in accordance with the sales contract
• Schedule appropriate interdepartmental meetings for the operational aspects of coordinating conference requirements, which may include pre-planning meetings or a pre-conference meeting for operational departments
• Respond to social inquiries, build contracts, submit invoices, BEOs, reports, correspondence as needed
• Participate in the department forecasting procedure, compiling accurate and timely reports
• Attend daily Highgate Hotel Business Review (HHBR) meeting.
• Develop a full working knowledge of the operations of the hotel, including Food and Beverage, Guest Services and Reservations.
• Develop a complete knowledge of company sales policies and SOP’s, and ensure knowledge of and adherence to those policies by the sales team.
• Operate the Sales Department within established sales expense budget.
• Participate in required M.O.D. and Saturday office coverage as scheduled.
• Initiate and follow up on leads.
• Maintain and participate in an active sales solicitation program
• Monitor production of all top accounts and evaluate trends within your market.
• Regularly contact existing accounts based on the tracing frequencies of the Account Coverage Program.
• Meet or exceed sales solicitation call goals as assigned by the Director of Sales.
• Invite clients to the hotel for entertainment, lunches, tours and site inspections.
• Assist in implementing special promotions relating to direct sales segments, i.e. parties, sales blitzes, etc.
• Be familiar with all Highgate Hotel sales policies and selling techniques with an emphasis on maximizing occupancy and Average Daily Rate (ADR).
• Conduct a professional, thorough site inspection of the hotel with clients, exhibiting key features and benefits of the property.
• Use your property’s computerized sales management system to manage the hotel’s business, including (but not limited to) generating reports, entering business, blocking space and building accounts.
• Abide by Prime Selling Time (PST).
• Handle inquiries as part of Inquiry Day Program.
  

Qualifications:

• 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
• 2 to 4 years of hotel experience
• Deep understanding of food and beverage etiquette, guest relations, and service standards
• Knowledge of CRM platform and Microsoft Office Suite
• Flexible schedule to accommodate client needs, due to the cyclical nature of the hospitality industry, Sales & Service Managers may be required to work varying schedules to reflect business needs
• Experience in Sales and/or Conference Management