JOB SUMMARY
The Sales Coordinator is responsible to perform general office duties to support Sales & Marketing team, Director of Sales and General Manager
CANDIDATE PROFILE
Experience
- High School Diploma or equivalent is required; some college preferred. A minimum of two years hotel experience in Reservations or Front Desk required.
- Proficiency OnQ, R&I, SalesPro a plus
JOB ESSENTIALS
- Answer telephone and respond to caller inquiries in a pleasant manner.
- Maintain group and catering bookings (within the sales file and SalesPro) to ensure that all information is properly entered for the group including traces, room pickup, catering revenue, turnover items, letters, emails, deposits, billing, etc.
- Prepare contracts, BEO’s and group resumes and submit Sales Managers/DOS for approval. Distribute to applicable departments.
- Coordinate group needs with all departments involved on a continuous basis to ensure a seamless execution of services.
- Generating reports, preparing proposals, collections details, coordinating with clients & suppliers.
- Gather materials and assemble information packages (e.g. brochures, promotional materials, sales demo kit, welcome kit, souvenir etc.) to send to guests that inquire about the property.
- Send group room contracts to clients in a timely manner, and follows up to ensure that they are returned to the hotel on-time.
- Ensures all documents produced by the Sales Department (i.e. BEO’s, contracts, rooming lists, proposals) are completed accurately and on time.
- Respond to complaints from customers and give after-sales support when requested.
- Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.
- Prepare for, participate in, and report out at all necessary internal meetings, conference calls, reporting, planning, and other communications required for this position. Record, transcribe and distribute minutes of meetings.
- Handle individual reservations for VIP clients. Enter rooming lists for group bookings. Ensure that all arrangements, including upgrades, billing and room blocking requests are handled properly, coordinating with other departments through oral and written communication.
- Follows up with past client events by sending out surveys. Compiles Guest Surveys and distributes them to Department Heads.
- Assist with marketing programs for the hotel to include Internet researching for new corporate and group business to influence the sales of hotel room nights, function and catering opportunities, and bar revenues.
- Assist sales team by managing schedules, appointments, travel arrangements, filing important documents and communicating relevant information to current and future guests.
- Arrange and co-ordinate meetings, events and any appointments.
- Follow proper Hotel safety policies and procedures and use safety equipment as needed to ensure the safety of all team members during each shift. Reports all accidents and injuries in a timely manner.
- Ensure work area is clean and clear of debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively
- Perform any other job-related duties as assigned
Other
- Proficient in the use of Microsoft Office suite (Word, Excel, Powerpoint and Outlook)
- Working product knowledge of hotel facilities, capacities and room dimensions as well as to have same knowledge of competitive hotels.
- Working knowledge of standard office administrative practices and procedures.
- Able to effectively communicate in English, in both written and oral forms.
- Ability to take initiative, to succeed under pressure and meet deadlines.
- Ability to prioritize, organize and follow up
- Able to establish and maintain effective working relationships with fellow team members and customers.
- Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
- Comply with attendance rules and be available to work on a regular basis. Able to work varied shifts, including Weekday, Evenings, weekends and holidays as needed.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Some lifting may be required.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.