head of sales and marketing
One To One Hotels
Total years of experience :21 years, 5 Months
• Analyzes current client base or target market for the hotel.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Accompany sales team on sales calls to potential clients to assist in development of the account and to access the effectiveness and sales skills of the sales person.
• Closely following up on all business.
• Manages accounts of high-profile clients.
• Devises new ways to expand that client base.
• Develops promotional and advertising materials for the hotel.
• Oversees distribution of marketing materials.
• Reaches out to organizations and businesses that might require a hotel for conferences and events.
• Processes payments and applies discounts as necessary.
• Addresses and resolves any issues or complaints regarding sales or marketing.
• Ensures that guests are enjoying their stay at the hotel and that large group needs are met.
• Maintains positive relationships with clients to encourage repeat and recurring business
• Analyzes current client base or target market for the hotel.
• Participates in sales calls with members of sales team to acquire new business and/or close on business.
• Accompany sales team on sales calls to potential clients to assist in development of the account and to access the effectiveness and sales skills of the sales person.
• Closely following up on all business.
• Manages accounts of high-profile clients.
• Devises new ways to expand that client base.
• Develops promotional and advertising materials for the hotel.
• Oversees distribution of marketing materials.
• Reaches out to organizations and businesses that might require a hotel for conferences and events.
• Processes payments and applies discounts as necessary.
• Addresses and resolves any issues or complaints regarding sales or marketing.
• Ensures that guests are enjoying their stay at the hotel and that large group needs are met.
• Maintains positive relationships with clients to encourage repeat and recurring business
• Trains, cross -trains, and retrains all front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Monitor high balance guest and take appropriate action.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P 's special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback forms on a daily basis.
• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Perform other duties as requested by management.
• Accompany sales team on sales calls to potential clients to assist in development of the account and to access the effectiveness
• Analysis local market trends and competitor activity to identify new business leads
• . Negotiate room rates/packages with corporate clients
• Prepare company contracts for the hotel in accordance with current business and pricing conditions
• Work within current business strategies and recognising potential opportunities
• Answer customer queries in a prompt and professional manner
• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
• Assists reception, business centre, cashier, concierge and bell captain during they are busy.
• Answers guests inquire, handle complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Approves the working schedule for the front office attendants and submits them to front office manager (HO).
• Ensure outstanding customer care at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guests preferences and special requests.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Ensure Front office log book and hotel log book is always updated
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager /Front office manager
• welcome and greet guests
• answer and direct incoming calls
• inform guests of hotel rates and services
• make and confirm reservations for guests
• ensure proper room allocation
• register and check guests in
• confirm relevant guest information
• verify guest's payment method
• verify and imprint credit cards for authorization
• issue room keys and direct guests to their rooms
• maintain clear and accurate records of guest room bookings
• compute all guest billings, accurately post charges to guest rooms and house accounts
• receive and transmit messages for guests
• retrieve mail, packages and documents such as faxes for guests
• listen and respond to guest queries and requests both in-person and by phone
• close guest accounts and check guests out
• review accounts and charges with guests during the check-out process
• process accurate payment of guest accounts
• inform housekeeping when rooms have been vacated and are ready for cleaning
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