Central Sales Manager

Brand:
Location: London - Central Support Office
Salary:
See below for Job Description and Requirements »

You will find below everything you need to know about what we look for in our Sales Manager

Role Title: Central Sales Manager

Reports to: Group Sales Manager 

Objective

To deliver support and maximise sales for food, beverage and group accommodation by identifying target markets, and the effective management of the central sales team.

Essential requirements

You must:

  • Have all necessary documentation in which to be legally employed in the country in which you are based.
  • All Documentation required by any Local/Regional/National certifying or governing bodies in which to operate legally within your units country.
  • Have a up to date/active bank account in your own name
  • Be able to converse fluently in English
  • Live within a reasonable travelling distance of Hammersmith
  • Be proficient in the Guest Centrix Hospitality system, Zendesk Communications and Collins booking sytem

Main responsibilities  :

Team Management

  • Setting of KPO’s
  • Goal and Incentive setting
  • Quarterly individual reviews and yearly appraisals
  • Manage recruitment needs
  • Identify and develop training needs with the view for implementation
  • Manage any grievance issues in line with Company policies
  • Ensure rota is made one month in advance and holidays are agreed with Group Sales Manager

Sales

  • Proactively target our core market, build relationships and secure new business for both F&B & Group Accommodation
  • Quality control all team members to identify buying signals
  • Along with the Group Sales Manager be the decision maker for queries related to late payments, extending options, offer peculiarities
  • Ensure your shifts are split to cover various shifts during the week and weekends (1 weekend a month)
  • Attend networking and showcase events to develop business leads
  • Proactively upsell F&B for group acomm and Collins for UK venues
  • Setting Sales target in line with company budget expectations
  • With the aid of Yield and Finance departments setting yearly budgets and quarterly forecasts
  • Recognize and communicate to Group Sales Manager opportunities for customers, agents and Sales Team
  • Produce detailed packages for major events to sell centrally i.e. Superbowl, Premier League, Christmas
  • Liaise heavily with Marketing to sell events, packages, event timings as per our central events calendar

Central Bookings

  • Ensure central Bookings procedures and policies are up to date and efficient for venues and Sales Team
  • Be the gatekeeper for incoming communication and ensure dissemination of information is frequent and up to date within the team
  • Train the Group Sales Team on venue specific details for taking Group Bookings
  • Liaise with the Group Sales Manager  & Group Sales Team on incoming F&B bookings for accommodation customers
  • Liaise & build relationships with key Agents to identify Sales for Hostels & Bars
  • Action bookings in peak periods or if they fall out of Service Level Agreements. Action FIT’s, mini groups and manual group bookings (including free stay fridays & Bar tab winners)
  • Continue to build relationships and action bookings with Agents that belong to you

Support

  • Filter & answer/direct incoming enquiries
    • Emails
    • Phone calls
  • Problem solve & offer support for BBG venues Team members via email and phone
  • Weekly reports of revenue, event and weekly Hostel stats
  • Weekly report to Group Sales Manager of review highlights, hostel venues, efficiencies of incoming and outgoing correspondence & agent updates
  • Action bookings in peak periods or if they fall out of SLA
  • Build relationships with venue General Managers to ensure we make the most out of saleable areas
  • Monthly Meetings with General Managers to assess sales needs of each individual unit
  • Be the escalation point of customer and venue complaints and enquiries
  • Identify and implement procedures/systems that would help in the future development of the sales department
  • Be the Collins + Zendesk controller and keep both databases up to date and working for us at their optimum

Customer Communications

  • Look at various methods of customer communications including pre arrival, post departure, ensure consistency in communication
  • Liaise with yield team and marketing to ensure correct after sales activities are being sent

Providing a brilliant experience for our customers

  • Deliver excellent customer service and maintain a high standard of customer management, at all times
  • Develop and lead a workplace culture focused on delivering an outstanding experience for our customers
  • Strive to continually improve our product to ensure maximum customer satisfaction.
  • Deliver product and experience within guidelines to ensure consistent customer experience

Person Specification

Customer focus

  • Be friendly, smiley, sociable, exuberant and welcoming to our customers, to create a great atmosphere
  • Remain calm, patient and polite, when dealing with customers
  • Be helpful and go out of your way to help our customers
  • Adaptable and ability to find solutions to different problems
  • Ability to think on your feet

Drive

  • Be confident and self-motivated
  • Demonstrate a passionate commitment to the business
  • Welcome and embrace change, with a positive attitude
  • Be able to work unsupervised in a pressured environment
  • Be able to prioritise duties
  • Enthusiastic and live your life approach to work

Personal integrity

  • Be honest and reliable
  • Be trustworthy and respectful
  • Take pride in personal appearance
  • Maintain excellent timekeeping and attendance
  • Be professional at all times

Team work

  • Always be a good team player
  • Build and maintain good relationships with all BBG members
  • Work together with your colleagues to ensure that the team is the best it can be
  • Be willing to take on jobs to balance the team workload
  • Be able to communicate well with people of all levels

Developing self and others

  • Be motivated to learn and develop self
  • Seek feedback and invest time in personal development
  • Support, encourage and motivate others
  • Coach, guide and give feedback to others

Managing change

  • Welcome and embrace change, with a positive attitude
  • Understand the need for change
  • Look for opportunity to improve areas of the business.

Gaining commitment

  • Communicate clearly to colleagues and customers
  • Gain commitment of others by using own knowledge
  • Act as a role model

Analysing and decision-making

  • Understand information quickly and accurately
  • Resolve problems using current guidelines
  • Be able to work independently and know when to escalate issues

Managing performance

  • Be accountable for meeting and exceeding objectives
  • Be able to identify when objectives are not going to be delivered and take action to ensure that targets are met
  • Be effective in planning own time
  • Make work fun

Apply Now


Basic Job Requirements:

Phone: +44 (0)208 600 5210 - Fax: +44 (0)208 600 5247