Complex Sales & Service Manager
US-NY-New York
Management
Req #: 71806
Type: Full-Time
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Overview: The Complex Sales & Service Manager is responsible for effectively soliciting and becoming familiar with all accounts in their market segments. They're also responsible for prospecting and closing on assigned accounts/territory to positively impact hotel revenues. Responsibilities: * Keep immediate supervisor fully informed of all problems or matters requiring his/her attention. * Prepare and submit required reports in a timely manner. * Follow up on all turnovers within 24 hours via telephone and within 3 days with written correspondence. * Know meeting room setups and capabilities. * Know sleeping room configurations and types. * Respond to requests by Meeting Planners immediately. * Use the Partnership Agreement to meet client needs. * Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audio visual, switchboard, accounting, restaurants, bars, and engineering. * Interact with outside planners, vendors for event setup. * Maintain pricing integrity and propose upscale menus for clients. * Create, review and revise rooming lists and VIP lists. * Generate, publish, and release Banquet Event Orders to respective departments * Responsible for follow up of Rooming list, Deposits/ payments, invoice, reservations of the Group Block * Ensure inter-departmental coordination within all departments related to Group Block * Manage existing accounts and follow up with client re-solicitation to capture future business. * Manage the function book, sell and adjust space in order to ensure maximum potential revenue. * Be visible on the floor and assist staff as needed during functions. * Be involved in and/or conduct departmental and hotel training (One-to-One Training, etc.) * Plan and execute holiday and special events in conjunction with the Director of Catering. * Use feedback from Meeting Planner evaluations to improve service and quality. * Participate in required M.O.D. program as scheduled. Qualifications: * College course work in related field helpful. * Experience in a hotel or a related field preferred. * High School diploma or equivalent required. * Must be skilled in Windows, Company approved spreadsheets and word processing. * Long hours sometimes required. * Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. * Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. * Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. * Must be able to multitask and prioritize departmental functions to meet deadlines. * Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. * Attend all hotel required meetings and trainings. * Participate in M.O.D. coverage as required. * Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. * Maintain high standards of personal appearance and grooming, which include wearing nametags. * Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. * Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. * Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. * Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. * Must be able to maintain confidentiality of information. * Perform other duties as requested by management- specifically within the sales process and answering leads when needed
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