Customer Service à Afrique du Sud

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As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

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Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

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Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

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The Sales Executive – Corporate is primarily responsible for developing new business opportunities whilst assisting in the management of the hotel's existing accounts across various segments of Pullman Cape Town City Centre. Each is distinct in style and ranges for a Premium Hotel, all duties that are carried out should be in accordance with AccorHotels Standards and legal requirements. To support colleagues in the Sales and Operational teams at all times in order to protect the interest of the hotel and ensure quality service for guests and potential customers.

• Account manage an allocated portfolio undertaking complete account management responsibilities for maintaining, servicing & developing the accounts, growing revenue, and tracking production.
• To increase the volume of transient corporate business levels, Business groups, MICE, corporate/film & production segment as set down, by targeting new business from existing and/or potential clients.
• To record all objectives and planned activities for any managed accounts in the form of an account development plan and/or in ANAIS ensuring the information is up to date at all times.
• To meet agreed monthly performance targets – appointments, account management calls, client appointments & revenue targets as set by your line manager
• To work effectively during the RFP process to ensure that all rate loading is completed by specified dates.
• To re-negotiate and re-contract all annual corporate accounts.
• To recommend membership of relevant industry associations, sales trips, and tradeshows that will benefit the hotel in terms of achieving budget as set down.
• Attend and assist with in-house marketing activities, fam-trips, client hospitality evenings, presentations, show rounds and promotional activities.
• Update & maintain sales contact lists and account information in Anais
• Maintain awareness of the hotel's key competitors, of their client interaction, their key account base and corresponding rates and any property developments.
• To achieve a number of KPI’s relating to appointments, client interaction & account development.
• To achieve new business targets and manage an agreed portfolio of existing accounts in order to retain and develop the business.
• Attend and assist with in-house marketing activities, familiarisation trips, client hospitality evenings, presentations, show rounds and promotional activities.
• Produce required reports of completed sales activity including details of face-to-face client appointments, presentations, familiarisation trips and any other related client interaction.
• Update and maintain sales contact lists and account information in Anais or other systems as directed.
• Assist with office administration ensuring all accounts have on file the necessary documentation, contracts, contact forms, and up-to-date Account Development Plans. Each account is to have a complete and up-to-date ADP.
• Ensure constant familiarity with the hotel's financial position and selling strategy versus the previous year and current budget.
• Maintain awareness of the hotel's key competitors’ financial performance, of their client interaction, their key account base and corresponding rates and any property developments.
• To work closely with the Accor Sales Network in order to assist with the achievement of the overall sales target for the hotel on monthly basis or when required
• Carry out Sales Trips to all business areas as specified both domestically and internationally as required.
• To carry out any other reasonable duties that may be required/attend & assist with in-house marketing activities.

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over.

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

• Minimum matric (grade 12)
• Proven sales experience with a strong track record of meeting or exceeding targets
• Excellent communication, presentation, and negotiation skills
• Demonstrated ability to build and maintain strong client relationships
• In-depth knowledge of sales techniques and customer service principles
• Proficiency in RFP and Microsoft Office Suite
• Strong analytical and problem-solving skills
• Results-oriented mindset with the ability to work independently and as part of a team
• Adaptability to changing market conditions and customer needs