As one of the largest resort developers in the world, Westgate Resorts is constantly growing and improving by providing the best affordable luxury vacations available. As a provider of first-class accommodations and unparalleled customer service, Westgate Resort's family-friendly atmosphere is made possible by its outstanding Team Members. Group Sales is just one of the many supporting departments that make up Westgate Resorts. As a Group Sales Manager, you would be responsible for prospecting and generating sales for the group sales department, along with other key members of the group sales team, at one of our luxury Resorts. If you thrive in a fast pace environment, have a high level of emotional intelligence, love to travel, multi-task, and exceed customers' expectations, this might be the right fit for you!
ESSENTIAL DUTIES AND RESPONSIBILITIES
Adhere to all the various written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all of which go to make up the essential functions of the job.
Meet or exceed weekly, quarterly and annual sales goals, targets and initiatives.
Develop, actively solicit, and map group business accounts per defined territory.
Identify and qualify potential prospects by participating in telemarketing, tradeshows, sales blitzes and other sales initiatives.
Actively seek overflow opportunities by establishing strong relationships with industry partners.
Maximize outcome of all sales initiatives by following up on leads, in-house clients to identify additional business opportunities and effectively managing accounts.
Follow all Group Sales Standards of Operation and policies and procedures (generating and completing all necessary forms, correspondence, etc.).
Properly convey rate and package information within approved limits to maximize and protect our overall resort revenue yields.
Perform other tasks as needed or directed to ensure effective resort operation.
Building client rapport through personal calls and client entertainment, as well as through telephone sales.
Coordinate customer familiarization sites to hotels.
Maintain high visibility for Westgate Resorts through effective industry affiliations.
Selling group rooms, servicing accounts, developing and following up on leads for assigned markets.
Conduct effective sales programs in established group room markets by setting and achieving goals.
Evaluates potential business for existing and new markets.
Communicates accurate information on in-house groups to help hotel associates service their needs most completely.
Maintains daily contact with in-house groups.
Anticipates (or reacts to) group problems and provides solutions.
Maintains effective communication, with all necessary contacts, regarding group business, reports of conventions, copies of correspondence and memos.
Keeps abreast of budgeted revenue goals and assists in putting together plans and ensures that all guest checks, payments, master folios and advanced deposits are submitted to accounting; ensures that any other group information, which is necessary and/or helpful for successful convention business, is submitted to appropriate departments.
Understands and works closely with Revenue Department to ensure target ceilings and rates are met.
Represents company at trade association meetings to promote property.
Responsible for knowing and abiding by all department, hotel and company policies and procedures.
Other duties as assigned.
Conducting Daily Sales Activities
Respond promptly, to incoming group/catering opportunities for the property.
Conduct weekly sales calls and/or phone blitz
Evaluate RFP'S received and work with F&B to determine the best possible use of the meeting space that will allow us to maximize its usage and revenue generated
Partner with other Westgate properties to identify and capitalize on cross selling opportunities
Use negotiating skills and creative selling abilities to close on business and negotiate contracts.
Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence). Work closely with F&B to guarantee proper execution of all events booked
Providing Exceptional Customer Service
Drive customer loyalty by delivering service excellence throughout each customer experience.
Service our customers to grow share of the account.
Executes exemplary customer service to drive customer satisfaction and loyalty by working closely with customers to ensure their satisfaction before and during their program/event. Follow up with customers to guarantee satisfaction.
Partner with operations in providing a customer experience that exceeds the customer's expectations to set us apart from the competition.
Sets a positive example for guest relations.
Interacts with guests to obtain feedback on product quality and service levels.
Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
Building Successful Relationships
Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, sales missions etc.
Develops relationships within industry to strengthen and expand customer base for group/catering sales opportunities.
Manages and develops relationships with key internal and external stakeholders.
Provides accurate, complete and effective turnover to Event Management.
Utilizes intranet for resources and information.
Conducts site inspections.
Creates contracts as required. Monitor and oversee different channels to ensure that we are properly positioned on websites and maximizing our relationships /memberships
Achieve established production goals (monthly, quarterly, yearly).
Solicit customers from the assigned markets. Follow-up on all leads generated through, HelmsBriscoe and other third-party meeting planners Westgate Destinations, CVENT, referrals, convention CVB, Chambers and repeat business.
Develop new accounts and overflow groups through research and solicitation calls.
Develop and maintain relationships with large/small resorts for overflow opportunities
Ensure accurate account information within Westgate Resorts tracking system including room blocks, group history, rate updates, contacts, call reports (work with Operations Coordinator)
Plan and participate in sales trips and industry related meetings as directed by the Director of Sales and National Director of Sales.
Participate in departmental sales meetings, relevant operational meetings and pre-cons.
Continuously partner with team members to develop standard operating procedures (SOPs) and marketing plans for all Westgate Resorts & Villas to assist the operation teams with rental sales.
Employee must be available to travel up to, but not limited to, 50% of the time.
Employee must be willing and prepared to work on weekends when necessary.
This position does not require supervision of any staff personnel.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Proven success in working independently and as part of a team to accomplish goals and meet project deadlines.
Excellent communication and interpersonal skills
Strong decision-making skills
High level of emotional intelligence
A pro-active mindset
Great at engaging people in conversations
EDUCATION and/or EXPERIENCE
Bachelor's degree(B.A.) from a four-year college or university. Minimum of three years experience in Operations/Sales Hospitality required. Experience in Association, Corporate, Group and Convention sales on both the regional and national level required
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations, ability to write reports, business correspondence and procedure manuals.
Ability to effectively present information and respond to questions, from groups of managers, clients, customers and the general public
Effectively understand, interpret and prepare contracts