A Day in YOUR Life as a Sales Coordinator

Every person that enters a hotel should be greeted and feel like a guest! This is YOU on your first day of work and every work day after that. You walk in with a smile, say hello to passing guests and acknowledge your colleagues perhaps with a smile, nod or salutation. You already have a feel for how your day is going to unfold based on the flow and noise level in the lobby and you aren’t even working yet!

You will be preparing to see how you will tackle the days prospecting and soliciting of new customers and accounts. You always keep in mind that the Sales team has a substantial influence on the profitability of the hotel and that YOUR role is incredibly important. Regardless of the time of day or length of shift you are ready to meet every guest with exceptional service and care!

As the day begins, you quickly catch up on emails and voicemails to ensure you are quick to respond to any urgent requests. You look at your calendar and confirm how many meetings are scheduled for the day, both internally and externally. You make your rounds and head to the breakfast area, greet the VIPs and make sure everything is going well with their stay. Throughout the day, you will be in constant communications with your supporting departments, front desk, housekeeping, maintenance, and food & beverage as needed. You have a meeting with a Catering Manager and Kitchen team to do a final check on the menu for a wedding rehearsal dinner the next day. After attending a couple of brief meetings, you go back to your office and tackle responding to emails, checking text messages, and making follow-up calls. Certain days, you may be staying in the office making phone calls to prospect new customers, proactively connecting with people via social networking or following up with people who you met at an industry event. Other days, you will be out of the hotel drumming up new business and checking in with current clients to drop off a small gift. You make a great list of prospects through these processes and actively contact them with your effective telephone etiquette. Setting goals for yourself, for the team and for customer satisfaction is key to your motivation. You take pride in hitting your targets and enjoy facing different challenges. In the afternoon, you visit one of the banquet rooms to meet guests face to face and make sure the event is going seamlessly. Remind them that you are always available for any concerns or questions they may have. You know that sales is all about relationships and creating and maintaining mutually beneficial relationships with customers can clinch sales, lead to repeat business and promote new business opportunities. You will work with all departments to ensure any room, facility, and public areas are always clean, well maintained and ready to welcome our guests! It is also important that the Sales Coordinator stays in tune with internal company memos, competitor and industry news, and customer updates. Knowing your business, market and competition allows you to be successful and contributes to the success of the entire sales team.

You take pride in your job and the hotel. You look for things that need to be corrected and communicate those opportunities through appropriate channels. By the time you leave, you are more than satisfied that your guests are all taken care of and ready to have the best stay possible.

Who you are and why is this important…

• Enthusiastic, Attentive and Approachable

o. Ensuring our guests and team mates feel comfortable.

• Organized & Communicative

p. Clear, concise communication between team members and guests alike creates a smooth operation.

• Effective Multi-Tasker

q. Personal interactions, phones, emails and on-going projects are always in play.

What happens behind the scenes of all those interactions…

• You follow company policies such as assisting with responding to inquiries and any other requirements for the processes as outlined by your department leaders;
• Manage inquiries regarding servicing customers, marketing, promotional opportunities, and account qualifying;
• Liaise with the Sales and Catering team, the Reservations and Front Office team, and other departments;
• Build and strengthen relationships with existing and new customers to enable future/repeat bookings;
• Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks;
• Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint;
• Follow all company and brand standards to sell the property and services available including and not limited to using the top down approach to room reservation sales, up selling amenities when applicable, and promoting alternate department sales opportunities such as food and beverage.

What are we looking for…

• Minimum of 1 year Sales experience within the hospitality industry
• Some experience in guest/customer service.
• Flexibility to work a variety of shifts.
• Experience using Windows based software such as MS Excel.