With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
A Director of Sales with Conrad Hotels and Resorts will contribute to Sales plan that maximizes revenue by driving the sale of conference facility space and guest rooms.
What will I be doing?
The Director of Sales is responsible for developing a commercial strategy covering all managed room segments (IBT, IT, GT, CMTG, GOV), including residential and non-residential business to maximize the hotel’s total revenue. This role will drive the planning and execution of the commercial strategy and activity through support from the Revenue Management, Catering Sales, Events Management and Marketing.
As Director of Sales, you will build a marketing plan and associated sales activities to execute with the Sales Team to achieve Sales targets and company goals. The Director of Sales will train, coach, and continuously develop the Sales Team. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Lead a team to identify and maximize all business opportunities that translate into revenue for the hotel, be it for Rooms, Food and Beverage including banquets, and other minor operating departments
- Coach and mentor the team to have the right spirit that would make us a formidable group of customer-focused and enterprising sales force that is second to none
- Handle business forecasting, budget planning and reviews, sales/marketing analysis, revenue management, pricing, positioning, promotions, advertising and overall marketing
- Identify critical areas for constant improvements in product, price and service levels, through sound and time sensitive market intelligence
- Act as a sounding board to the Management for new business opportunities and directly responsible for the hotel's main source of revenue
- Manage and develop relationships with key internal and external stakeholders.
Sales Activities
- Conduct sales call activities to acquire new business and/or solicit business with existing customers. Activities can include sales calls, site inspection, tele-blitz, cold calls, entertainment, FAM trips, trade shows, etc
- Execute and support the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence
- Expand new customer acquisitions and manage contacts with existing Guests and key contacts
- Conduct “Bring Back Old Business” and repeat calls to increase demand and overall revenue
- Cross sell other Hilton Worldwide properties wherever possible
- Build the marketing plan for the hotel to include sales targets based on market analysis
- All duties and processes to be carried out in line with Hilton brand standards/guidelines e.g. Centre of Excellence
- Account review to be conducted with the sales team on a quarterly basis to ensure that their performance is in-line with the targets and take any necessary corrective action where required
Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue
- Develop and maintain a broad range of product knowledge about the Hotel
- Understand the overall market - competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them
- Communicate trends, opportunities and market changes to CD and appropriate parties, as needed
- Identify new business to achieve individual and team revenue goals and targets
- Gain understanding of our target customers and service expectations; serve the customer by understanding their business, business issues and concerns, to offer better business solution
- Willing to commit to firm and unambiguous decisions. Sets up contingencies in case decisions are unsuccessful
Providing Exceptional Customer Service
- Support the company's service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience
- Service our customers in order to grow share of the account
- Execute and supports the company's customer service standards
- Provide excellent customer service consistent with the daily service basics of the company
- Set a positive example for guest relations
- Interact with guests to obtain feedback on product quality and service levels
Administration & Management
- Handle business enquiry and daily correspondence in a timely and professional manner
- Create contracts as required
- Utilize intranet for resources and information
- Utilize Delphi to manage, document and track all managed account activities
- Submit daily/weekly/monthly reports to Commercial Director
- Complete and review monthly reports in a timely manner (owner’s report, MPR, catering occupancy, production report, etc
- Work closely with the Regional Director of Sales and Hilton Worldwide Sales team to drive business into the hotel
- Proficient in using hotel’s front office system management tool to manage and track business
- Proficient in using hotel’s Account Management Tool (Delphi/H360/HIS etc) to manage and track accounts
- Attend and be attentive in all daily briefings, department/team meetings and any other meeting as required
- Attend designated training programs
- Ensure that the team collects the first deposit where required and reviews all contractual terms prior to contracts being sent out
- Reviews proposals to ensure that all necessary information is captured prior to the team sending it out to clients and is correctly booked in Delphi.
- Monitor offers, options and discounts for repeat bookings for groups, congresses and seminars in close cooperation with the Group Coordinator
- Conduct performance reviews at least twice a year (Mid-Year and Year-End) for each team member
- Work closely with the Director of Catering to build a cohesive Business Development team
- Assist the Commercial Director in ensuring that targets and standards are met in the team
What are we looking for?
A Director of Sales serving Hilton hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Knowledge of the hospitality industry, current market trends, and economic factors
- Excellent presentation and creative selling skills to uncover new business. Able to present information logically and confidently verbally and in written form
- Strong negotiation skills to close business with a maximum yield
- Proficient in using Microsoft office tools especially Excel to create documents, reports and presentation
- Ability to read, listen and communicate effectively in both written and spoken English, using correct grammar, spelling and sentence structure
- Ability to effectively deal with department heads, customers and team members, some of whom will require high levels of patience, tact and diplomacy
- Ability to manage time, resources, and personnel effectively and productively
- Ability to persuade, convince and influence others
- Persuasive and assertive in communication. Able to present arguments logically and face up to and resolve conflicts or criticism
- Maintains staff morale and motivation, pays attentions to the development of skills, pro activity and the taking of responsibility
- Prepared to fit working hours to business needs and to respond personally to work problems at short notice
Personality Characteristics
- Self-motivated and able to work effectively without constant supervision
- A passion for sales and target-based performance
- An outstanding team player
- Innovative in the delivery of Sales initiatives
- Enthusiastic to be part of a winning team
- To have patience and take setbacks positively
- Stays calm, composed and effective under time pressure and when dealing with difficult or confrontational situations.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
