Sales Manager-Groups, Meetings & Events

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Job Description - Sales Manager (Groups, Meetings & Events)

Job Number:

HOT0ANX7

Work Locations:

Hilton Kuala Lumpur Hotel
3 Jalan Stesen Sentral
Kuala Lumpur 50470

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Sales Manager assists the Director of Sales in leading and supervising the Sales Team. He / she oversees and directs all aspects of the negotiation and coordination process as well as the successful handling of Corporate / FIT / M.I.C.E. / Social / Tour & Travel events as assigned. This role leads the Sales team to ensure smooth operation of the department to maximize business opportunities and deliver the highest service standards.

What will I be doing?

As the Sales Manager, you will be responsible for performing the following tasks to the highest standards:

• Complete the relevant Hilton University courses promptly and pass the tests.
• Be familiar with hotel product knowledge and related activities.
• Host Customer Journey (site inspection) with clients around the hotel.
• Responsible for the promotion and sales of all products of the hotel, including but not limited to rooms, catering, banquets, etc.
• Understand customer needs through telephone sales, face-to-face visits and other forms, achieving sales.
• Prepare proposal letter based on the clients’ requirements, ensures 8 hours response time or not more than 24 hours based on the department SOP. That includes sending contracts to customers and follow-up promptly.
• Provide necessary supervision and guidance to the Sales Director or sales representative as needed in developing team quotes or contracts.
• Maintain accuracy of all reservations and other data in Delphi System including booking of rooms, banquet venues and outlets.
• Complete sales targets and related tasks set by the hotel.
• Monitor or trace on daily basis of all reservations made in the Delphi System, i.e. prospect, waitlist, etc., to maintain forecast accuracy.
• Issue and communicate event requirements to all departments via Group Resume (GR) and Banquet Event Order (BEO), with minimum 7 days prior to the actual event.
• Conduct, on a daily basis, the banquet coordination meeting with all Groups, Meetings and Events Team Members, Executive Chef, Chief Steward, Beverage Manager, Banquet Operations Manager and F&B Service Manager to communicate the specific information of the requirements of all forthcoming functions and events.
• Establish a good relationship with customers, maintaining the update of customer information and promptly report customer needs and feedback to the hotel.
• Ensure credit policy is adhered to with all bookings and all monies are received in the correct time frame. Highlight every issue immediately to Director of Sales (DOS) / Credit Manager.
• Ensure effective communication between the Sales team and the hotel Operations team through regular meetings and assist the Banquet Sales or Operations department to follow-up on events occurring during the banquet or meeting.
• Develop sales plans and obtain approval from the Director of Sales (DOS) or Commercial Director (CD), maintaining and developing customers in the region or industry according to the plan.
• Maximize sales at all times and effectively forecast team and banquet revenue.
• Proactively collect market and industry information to share with other members of the Sales team to capture business opportunities and ultimately convert to business confirmations.
• Understand and be familiar with all product information of competitors, including key customers and their output, hotel rooms, catering, conference related promotion information, and promptly feedback the information to the Commercial Director (CD) / Director of Sales (DOS).
• Welcome key customers, team leaders and VIPs to the hotel when they arrive.
• Handle guest feedback or complaints.
• Assist the Director of Sales (DOS) to allocate daily work effectively according to the Sales team structure.
• Actively participate in the development of marketing plans and collaborate to achieve budgets.
• Coach the Sales team to always ensure that quality services and products are delivered to customers.
• Lead the Sales team to achieve departmental goals.
• Conscientiously perform assigned tasks and special tasks assigned by Director of Sales (DOS) / Commercial Director (CD).
• Assist the Director of Sales (DOS) in recruiting, selecting and training employees to maintain team vitality and stability.
• Recommend other hotel chains within the group to clients.
• The department reserves the right to change or supplement the job description if necessary.

What are we looking for?

A Sales Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Hospitality: Volunteer to provide unparalleled hospitality.
• Integrity: Do what you should do all the time.
• Leadership: Strive to be a leader in both your industry and your community.
• Teamwork: Actively promote teamwork spirit in all work.
• Ownership: Take responsibility for your actions and make decisions.
• Now: Operate with urgency and discipline.
• 3 years or above hotel sales and related experience.
• Good English and Chinese reading and writing skills to meet business needs.
• Good communication, organization and presentation skills.
• Able to work under strong pressure.
• Understand local customers and have strong market analysis ability.
• Have certain customer resources.
• Able to lead by example.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!