Customer Service Representative jobs in United States

The Thunder Bay Hotel Collection is currently recruiting for a Multi-seller Sales Manager. The Multi-seller Sales Manager is responsible for establishing, maintaining and managing strong, comfortable relationships with existing, past and future guests while maximizing revenue for our Thunder Bay Hotel Collection. You will work closely with the hotel teams to deliver exceptional guest service and strong financial results. You will participate in the sales and marketing efforts within the properties. Sales Managers identify and anticipate guest needs while delivering a warm and caring experience. They focus on converting inbound inquiries into sales that actualize, while delivering an exceptional guest experience and building guest loyalty. They are goal oriented, highly organized multi-taskers with the ability to sell, actualize new business inquiries and maintain existing clients and accounts for the hotels. Ultimately, the Sales Manager directly contributes to our goal of growing revenue and improving our competitive position. They work closely with the property General Managers and Area Director of Sales & Marketing to develop and implement strategies and plans to achieve business goals with the hotel teams.

In addition to the core job requirements, skill sets and work-related experience, the Marketing Manager will illustrate the ability and drive to:

• Drive the corporate culture, personifying it in daily interactions with both guests and team members,
• Create a fun and supportive working environment

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now!
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

• Meet with and/or call on existing guest accounts for current, future and repeat business needs or opportunities;
• Prospect for new and upcoming business opportunities in the market;
• Sell and confirm business as required to meet assigned market, segments budgeted sales;
• Manage and convert inbound sales inquiries from all channels, pass any new leads developed through contacts to appropriate team member;
• Coordinate with various hotel internal departments related to book business to ensure customer satisfaction and hotel profitability;
• Assist in developing and implementing promotional projects in assigned market areas to increase sales volume and profitability;
• Attend events, conduct outside sales calls and organize sales missions and blitzes;
• Conduct hotel tours and showcase hotel products and services;
• Point of contact for new closed business and in house bookings;
• Deliver client proposals and contracts;
• Negotiate pricing and concessions for accounts/functions (under direction of Area Director of Sales & Marketing);
• Organize and manage client events and appreciation;
• Achieve revenue targets with a focus on growth and development;
• Participate in annual business planning, strategy and tactical plans;
• While the position reports directly to the Area Director of Sales & Marketing, there is a strong working relationship with the General Managers;
• Submit on a weekly basis a sales action plan for the coming week including a brief outline of sales activities and results;
• Develop up to date knowledge of the facilities, services, rate schedules, and current marketing programs for the hotel properties;
• Work closely with the Sales, Catering, Front Office and Revenue Management teams;
• Identify and resolve all guest concerns/complaints. Coach and empower team members to do the same;
• Liaise with all supporting departments to ensure a seamless experience for our guests, ensuring our vision of passionate people creating exceptional experiences is at the forefront of every interaction;
• Attend meetings, training and travel as required; perform other reasonable job duties as requested by the ADOS

• 2-3 years of hospitality experience or comparable sales experience
• Hotel environment with multi-selling preferred
• Experience managing and maintaining guest/client relationships
• Demonstrated ability to interact in a team environment with several divisions/departments
• Excellent communication skills (written, verbal, listening)
• Diploma or degree in Hospitality Management or Business is a definite asset
• Strong computer skills, with knowledge of Microsoft Office and Hotel Property Management Systems is a definite asset
• Organized, results orientated, proven time management skills and ability to work under pressure
• Thrives in a fast-paced environment maintaining composure and objectivity with guests and team members
• Class G Drivers licence required
• Available to work nights, weekends, and/or holidays as required, including occasional Manager-On-Duty shifts
• Must be legally authorized to work in Canada

Valhalla Hotel & Conference Centre, Days Inn North & Days Inn Suites are part of the Thunder Bay Hotel Collection. The Valhalla Hotel & Conference Centre is the largest full-service hotel in Northwestern Ontario. The Days Inn North Thunder Bay offers 92 guestrooms and additional amenities. Silver Hotel Group (SHG) is the parent company that owns and operates these properties. SHG is committed to equal opportunity employment and provides accommodations upon request during the recruitment process. See SHG’s core values and culture in the description below.

About Silver Hotel Group (SHG): Silver Hotel Group is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from internationally branded full and select-service hotels to independent and boutique hotels. SHG emphasizes accountability, teamwork, leadership, diversity, integrity, giving, fun, and recognition, with the mantra “You Matter.” SHG is an equal opportunity employer; accommodations are available upon request for applicants with disabilities throughout the recruitment process. Please contact Human Resources for accommodations. The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration without regard to protected characteristics.