Customer Care Manager à Grande-Bretagne

Your Day-to-Day Job Responsibilities will include:

FINANCIAL RETURNS

· Promote the Holiday Inn Express products and services using and suggestive selling techniques Holiday Inn Express

· Prepare and execute action plans which increase sales revenue

· Monitor and acquire market intelligence from competition set hotels

· Refer international sales leads to Cluster Director of Sales

· Aware of sales strategies and goals when selling to negotiate optimum room rate for the benefit of the hotels’ business

· Sell facts and UPs of the hotel with a view to optimizing opportunities for revenue growth

· Monitors existing business and share sales strategies during sales/revenue meetings to maximize opportunities

· Acquire new business opportunities for the hotel while maintaining and growing volume from existing corporate accounts

· Initiates and prepare business tenders, proposals and contracts upon reviewing with Cluster Director of Sales

· Work collaboratively with Leadership team in the preparation and management of the Sales & Marketing budget yearly

· Review and assist in the preparation of the annual departmental operating budget

· Completing all sales training modules is mandatory

· Competent in hotel systems (ie. Concerto, Oasis, Merlin, IWOS)

· Closely monitor and control expenses in Sales, prior approval needs to be obtained from Cluster Director of Sales

PEOPLE

· Manage key corporate accounts with professionalism and attaining to IHG Code of Conduct

· Sales trips and events when required to promote the hotel and increase potential business

· Maintain regular contact with the IHG hotels colleagues locally/other regions, Global Sales Directors/Managers and Key Account Directors/Managers

· Always maintaining a high service standards in the hotel through trainings and leading by example, competent with six leadership competencies

· Ensure all colleagues are aligned Brand Service behaviours and guidelines

· Closely connect with operations on a timely basis in regards to in-house, future and existing needs of guests

GUEST EXPERIENCE

· Promote the Hotel’s (and IHG generally) products and services

· Maintain a high level of product and service knowledge about all IHG Hotels in your region

· Service existing and new business through management of accounts

· Respond to guest complaints within 24hours and ensure corrective actions to resolve their issues / concerns with the support of Cluster Director of Sales

· Develop and maintain a regular pattern of sales calls, meeting with principals of target markets

· Provides intel on market research and analysis

· Develops and maintains contact with business partners, meeting and convention planners, visitors/convention bureau, travel agents, airlines, corporate accounts, government departments, embassies and other producers closely aligned to hotel business

· Builds profile within local market place through attendance at appropriate networking events, recommended by Cluster Director of Sales

· Entertain clients in quarterly appreciation events/ hotel events with a view to maximizing business opportunities

· Plan and conduct familiarization tours and site inspections on weekly basis

· Weekly office visits to corporate accounts, business partners and associations

· Collaboratively assisting in preparation of new products and services

· Consistently assisting the team in the evaluation of sales and marketing activities

· Analysing sales business mix and likely impact on hotel goals, calling out risk (if any)

RESPONSIBLE BUSINESS

· Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines

· Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

· Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

· Initiate actions to correct a hazardous situation and notify direct report of potential dangers

· Log security incidents and accidents in accordance with hotel requirements

· Positive mind-set of developing and carrying out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprints and sustainability efforts

· Understanding market intelligence and keeping up to-date on competition insights

· Acting responsibly at all times when working with hotel budget and sales expenses, seeking prior approval from Cluster Director of Sales & Marketing or General Manager

ACCOUNTABILITY

· Achieving a maximum of 25 sales activities weekly, sales visits, site inspection, account review and entertainment for bookers/guests

· Record weekly sales call report in Sales Cluster folder located in shared drive by end of each working week

· Uploading following week’s sales calendar in Sales Cluster folder located in shared drive every Monday

· Supporting Cluster Director of Sales monthly to update relevant reports and presentation deck

· Responsible in updating sales targets and revenue in respective sales whiteboard

· Sales Managers and Senior Sales Managers will fulfil their role within the hotel reporting directly to the Cluster Director of Sales with additional responsibilities and working relationships required with the hotel marketing team

· Collaborate with team members, line director and revenue lead to achieve monthly hotel’s budget and individual targets are achieved

· Contribute to the hotels’ food & beverage budget by promoting meeting room and public spaces within the hotel to corporate/business partners

· Support Reservation and Sales co-ordinator at all times

· Support team in updating the Account Management Grid (AMG) to ensure data is current and accurate, to be completed by 10th of the following month

· Prepare weekly revenue meeting deck

· Attend weekly sales and group meeting

· Approach Cluster Director of Sales on new enquiries from corporate accounts, business partners and events companies

· Leverage and create LNR booking tool for locally contracted corporate account

· Maintain filing systems (manual and electronic) and management of data base

What we need from You?

· Degree/ Diploma in Hotel Management or Business Administration or equivalent

· 2 years’ reservations related experience including some supervisory training

· A positive and keen to learn attitude

· Always maintaining a high level of respect for team, colleagues and department heads

· Closely develop a right working attitude towards reporting managers and team members

· Drive to develop and grow to the next level

· Collaborative working attitude across all departments

· Must be proficient in written and spoken English and with good communication skills