Director Of Customer Service Jobs in Rochester, NY

250 rooms | 17,634 sq. ft. total event space across 13 meeting rooms

Amenities include: on-site restaurants (La Grotta, 1885 Cafe & Market), lobby bar (Gather & Hem), indoor pool, fitness center, EV charging, banquet & meeting support.

Located in the heart of Virginia's capital in the historic Miller & Rhoads building, this hotel is just steps from the Richmond Convention Center and Virginia State Capitol. Blending historic charm with modern amenities, it provides an engaging downtown environment for hospitality professionals serving both business and leisure travelers.

Pay Range:

Job Title: Associate Director of Sales

Departments: Sales and Marketing

Supervision Exercised: Sales and Marketing Department

Supervision Received: Director of Sales and Marketing or Director of Sales

JOB SUMMARY

The Associate Director of Sales is responsible for supporting the DOSM or DOS with the day to day leadership and management of the sales and catering team, to include overseeing and coordinating Marketing, Sales Managers, Catering Managers and Conference Service Managers. The Associate Director of Sales will coordinate a plan with the DOSM or DOS to implement, monitor and control sales strategies. The Associate Director of Sales is also responsible for meeting their assigned monthly sales goals.

MINIMUM REQUIREMENTS

Education

• Bachelor's Degree or equivalent industry experience

Experience

• Minimum of 5+ years' hotel sales experience required.
• Experience in a similar size and quality hotel preferred

Skills and Knowledge

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Must be able to read, write, an understand English
• Excellent verbal and written communication skills including leading and participating in formal presentations.
• Strong negotiation skills as well as the ability to cultivate leads, build relations, and close the deal
• Strong organizational skills with the ability to handle multiple tasks in a fast-paced environment
• Strong computer skills. Microsoft Office, Delphi, or other hotel sales system, and other programs as it pertains to this position
• Strong knowledge of TravelClick products such as Demand 360, Rate 360, and A360
• Strong knowledge of reading and understanding STR reports Excellent working knowledge of all sales department operations
• Understanding of budgetary and fiscal responsibility to the department
• Knowledge of all operational areas of the property
• Ability to work as part of a team and train and motivate peers
• Strong desire to deliver high quality of customer service
• Detail oriented and organized as it pertains to accuracy and efficiency
• Good personnel and management and organizational skills

• Assist DOSM or DOS with the day to day operation of sales team(s) to achieve budgeted revenues for current year, along with future year pre-booking goals as directed
• Assists DOSM or DOS with hiring and training of all new employees in the Sales, Catering and Conference Services departments as directed
• Ensure that all sales and administrative processes are in place and functioning effectively
• Assist DOSM or DOS in establishing sales team policies and procedures relating to Sales, Revenue Management, and Reservations as directed
• Be knowledgeable of the hotel's top accounts
• Accompany Sales Managers on outside sales appointments and "shadow" Sales Managers during telephone prospecting and solicitation calls
• Assist DOSM or DOS in development and implementation of monthly and quarterly sales goals and objectives for department as directed
• Monitor quality and accuracy of group sales contracts to ensure proper application of hotel deposit, space allocation, yield and policies
• Assists DOSM or DOS in preparing and training Sales, Catering, and Conference Service Managers in relation to performance benchmarks and budgets as directed
• Develop room and catering strategies for forecasting and analyzing hotel revenue needs
• Consistently explore new products and services, evaluating potential return on investment and enhancement to property versus potential costs
• Coordinate with DOSM or DOS to conduct weekly meetings involving rate strategies for the future, group backlog, competitive business analysis and financial room forecasts as directed
• Assist DOSM or DOS in preparation, development and execution of all sales goals as directed
• Assist DOSM or DOS in completing weekly, monthly, quarterly, and annual reporting needs as directed
• Maintain involvement in all property revenue centers to effectively plan and alter sales methods to ensure all sales levels are at budgeted and forecasted levels
• Work with DOSM or DOS and Corporate Marketing Manager to take an active role in developing Marketing and PR strategies to support the revenue goals as directed
• Use Hotelligence, CVENT, HIS and other competitor market intelligence to identify target accounts to visit
• Be a champion of sales excellence by creating initiatives to motivate and inspire sales team
• Conduct weekly sales calls to existing and new accounts, as well as uncover new business in assigned market segment(s)
• Build and strengthen relationships with existing and new accounts to enable future bookings. Activities include sales calls, entertainment, trade shows, etc.
• Travel locally to conduct outside calls, promote the hotel and review competition reader boards to develop leads
• Generate leads and new business through internet searches, telephone and email solicitations, mailings, referrals, networking, trade shows, professional and community organizations, sales, blitzes, etc.
• Arrange site inspections of the hotel for new accounts
• Maintain accurate sales records in the hotel sales system to provide complete history, ensure future and current quality of service and enhance future prospects
• Respond to all sales inquiries within 24 business hours
• Execute and support the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence)
• Partner with operations team to coordinate customer specifications, effectively respond to customer issues and comments to ensure customer satisfaction
• Adjust work schedule as needed to meet the business demands, which may include hours in early morning, evening and/or weekend hours
• Other duties as assigned

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HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid jobrelated requirements.