The Asst. Manager, Sales, is a crucial role to ensure that the experience of the client and exceeds their expectations and those of their guests. This role will be the face of the hotel’s guests experience, an area where The Crest Collection will come in as a differentiator against the current contenders/competitors.
At The Robertson House, we want our guests to feel special, at home and In the know; which means we need you to:
- Be charming by being approachable, having confidence and showing respect
- Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done
- Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special
DUTIES AND RESPONSIBILITIES
- Identifies and handles Wholesale sales leads effectively and efficiently, confirming every possible piece of business through focus selling and follow-up.
- Delivers financial results by meeting or exceeding sales goals and objectives.
- Effectively uses and promotes technology to support productivity and profitability.
- Builds effective relationships with customers and business partners to maximize sales and customer satisfaction.
- Participates in domestic and international sales activities, representing the hotel/chain to potential customers.
- Fulfils Customer Relationship Management responsibilities and sales goals through planned customer interviews.
- Monitors and reports on the market and competition within own market segment.
- Prepares and updates customer management reports and ensures all necessary follow-up work is carried out on time.
- Actively distributes product information and creates awareness in the markets and business segments of responsibility through wholesale agents.
- Carries out “cross-selling” and uses unique selling propositions (USPs) during sales calls to increase sales and revenue.
- Participates in planning and realization of sales campaigns, promotions, and events in coordination with the Director of Sales.
- Manages accounts and maintains up-to-date customer information manually and electronically.
- Provides ongoing advice and support to staff under his/her supervision.
- Performs most tasks in a team environment with minimal direct supervision, acting as a team leader.
- Understands premium products, able to overcome objections, and confident in selling premium rates.
- Maintains outstanding performance and results in related fields and markets.
- Acts as an example for the team during daily job duties.
PEOPLE
- Promote teamwork and quality service through daily communication/briefings and coordination with other departments. Key departmental contacts include all hotel departments.
- Be the face of the hotel and act as the Brand Identity/Ambassador for The Crest Collection in Singapore.
GUEST EXPERIENCE
- Should be well versant in defining experiential ‘Out of the Box’ experiences so that the guests can be introduced to customized experiences which, for example, do not involve standard menus but Tailored coffee break items after having a thorough discussion with the client on their expectations and preferences.
- Set a positive example of guest relations.
- Develop valuable relationships with clients and key agents.
- Interact with guests to obtain feedback on product quality and service levels.
- Respond to and handle guest problems and complaints and strive to improve service performance.
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
RESPONSIBLE BUSINESS
- Develop and maintain good relationships with officials and representatives of local community, groups and companies to promote new business and increase sales for the hotel.
- Perform other duties as assigned.
ACCOUNTABILITY
Responsible for nurturing relationships on behalf of the hotel with clients, partners and guests, and act as a key liaison between the hotel and the client to ensure effective communication and co-ordination in all aspects of the guest journey.
QUALIFICATIONS AND REQUIREMENTS
- Bachelor’s degree in Tourism/Hospitality Management, Business Administration, Marketing, or a related field.
- Minimum of 3 or more years’ sales experience in hotels/travel companies or related industries.
- Fluent in English and Mandarin is highly desirable, as Singapore is a multicultural and multilingual environment.
- Extensive knowledge in Wholesale segment and overseas agents.
- Extensive experience in sales and marketing, with a proven track record of delivering results.
- Has extensive knowledge of the hotel industry, local market and market competitors.
- Ability to identify and handle sales leads effectively and efficiently.
- Possesses good computational abilities and a sense of business to make data-driven decisions.
- Understanding the market and its competitors and ability to conduct market research and analysis to develop effective sales and marketing strategies.
- Proficient in technology and software tools for sales and marketing, and ability to leverage technology to support productivity and profitability.
- Strong communication and interpersonal skills to build effective relationships with customers and business partners.
- Strong organizational and time management skills to handle multiple tasks and priorities in a fast-paced environment.
- Ability to work independently with minimal direct supervision, as well as in a team environment.
- Excellent communication and interpersonal skills, with the ability to work as a team.
- Adaptable and outgoing with excellent interpersonal skill.
- Ability to work under pressure and be flexible as part of the pre
