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Summary
Administration
- To ensure that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.
- To maintain complete and supported records of all Sales Agreements, Contracts and Quotations for the hotel.
- To establish an efficient trace File to ensure that all business booked is properly tracked.
- To submit Sales report to Sales Manager in a timely manner.
- To provide accurate reporting of business booked to the Sales Coordinator for monthly consolidation.
- To ensure that Net Delphi Enterprise is used according to the standards set by New Market Software.
Customer Service
- To entertain and conduct hotel inspections to clients whenever required.
- To establish and maintain strong relationship with the established clientele and constantly explores into new business opportunities.
- To liaise and work closely with the related operation departments ensuring guest’s requests and expectations are being met.
- To handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems. If no immediate solution can be found, to ensure that the necessary follow-up is conducted in a timely manner.
- To maintain positive guest and colleague interactions with good working relationships.
Financial
- To assist to achieve the monthly and annual personal target contributing to the Sales revenue.
Operational
- To carefully plan Sales Calls into defined objectives.
- To assist to conduct extensive competitor research and maintain excellent Product Knowledge of the Hotel.
- To ensure a high level of exposure for Hotel through direct sales solicitation via telephone, contracts and written communications.
- To professionally conduct routine telemarketing activities to identify new accounts.
- To ensure professional sales Calls using Hyatt’s Consultative Selling principles and Driving Customer Preferences (DCP) philosophies.
- To carefully plan Sales Calls into defined objectives.
- To maintain a detailed knowledge of hotel facilities, features and services.
- To conduct extensive competitor researches and to maintain excellent Product Knowledge of the hotel.
- To systematically and efficiently call on allocated Accounts within assigned sector and report findings and opportunities to the Sales Manager/ Director of Sales.
- To follow up sales leads to identify prospect.
- To ensure a high level of exposure for hotel through direct sales solicitation of telephone contact and written communications.
- To professionally conduct routine telemarketing activities to identify new accounts.
- To entertain and conduct hotel inspections to clients whenever required.
- To establish and maintain strong relationship with the established clientele and constantly explore into new business opportunities.
- To achieve the monthly and annual personal target and the segment target room night production and room revenue.
- To liaise and work closely with the related operation departments ensuring guests requests and expectation are being met.
- To assist the Sales Managers and fellow Sales Executives to follow up on all matters in their absence.
- To ensure services provided by the department are always available and carried out according to defined standards with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
Personnel
- To ensure all employees maintain an updated awareness of Hotel product knowledge, current promotion, policy changes and appropriate internal communication.
- To assist to oversee the punctuality and appearance of Sales Coordinators, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- To maximise the effectiveness of Sales Coordinators by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
- To encourage Sales Coordinator to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- To support the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
- To support the action plans as a result of the Employee Engage Survey.
Other Duties
- To attend and contribute to all training sessions and meetings as required.
- To exercise responsible behaviour at all times and positively representing the hotel team and Hyatt International.
- To maintain strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.
- To read the hotel’s Employee Handbook and to have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
- To ensure high standards of personal presentation and grooming.
- To respond to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
- To carry out any other reasonable duties and responsibilities as assigned.
Qualifications
Ideally with a relevant degree or diploma in Hospitality or Tourism management.
Minimum 2 years work experience as Sales Executive or Assistant Manager in hotel operations.
Good problem solving, administrative and interpersonal skills are a must.
