Sales & Operations Manager
hace 1 día
Fresno
Job Description Sales & Operations Manager Reports To: General Manager Requirements: • College degree or higher-level education preferred, • Minimum 3 years of combined hotel operations and sales experience required, • Minimum 1 year in a supervisory or management-level role, • Experience overseeing Front Desk, Housekeeping, Laundry, and Maintenance operations, • Proven sales experience with account management, prospecting, and revenue generation, • Valid driver's license and ability to travel locally for client visits and sales calls, • Strong leadership, organizational, and communication skills, • Ability to work 50+ hours per week, including weekends and holidays as business demands, • Strong financial acumen with understanding of hotel revenue, labor management, and operating expenses, • Proficient in hotel Property Management Systems (PMS), Microsoft Office, and sales management software General Responsibilities: • Oversee the daily operations of Front Desk, Housekeeping, Laundry, and Maintenance departments to ensure efficient hotel operations., • Lead the property's sales efforts by developing new business opportunities and growing existing accounts., • Execute the hotel's Sales and Marketing Plan to maximize occupancy and revenue., • Ensure compliance with company, brand, and operational standards throughout the property., • Maintain a strong presence throughout the hotel to monitor guest service, cleanliness, and operational excellence., • Drive revenue growth while effectively controlling labor and departmental operating expenses., • Serve as Manager on Duty (MOD) as assigned by the General Manager., • Promote collaboration across departments while supporting overall hotel performance and profitability. Primary Functions: Revenue • Prepare and execute the annual Sales and Marketing Plan., • Generate new business through direct sales calls, prospecting, networking, and community involvement., • Maintain relationships with existing accounts to maximize repeat business., • Utilize revenue management strategies to maximize occupancy and ADR., • Monitor market conditions and competitor activity to identify new revenue opportunities., • Achieve and exceed revenue goals, including: o LNR Actualized Room Nights o Group Actualized Room Nights o KNR Actualized Room Nights o RevPAR Index (YOY) o Meeting Space Revenue o Cross-selling opportunities among Fine Hospitality Group properties Profit • Monitor and control Front Desk, Housekeeping, Laundry, and Maintenance operating expenses., • Manage labor scheduling to meet productivity standards while maintaining guest service levels., • Monitor Cost Per Occupied Room (CPOR) and implement cost-saving initiatives., • Assist the General Manager in achieving budgeted profitability goals. Operations • Oversee scheduling for Front Desk, Housekeeping, Laundry, and Maintenance departments., • Ensure staffing levels meet operational demands while maintaining labor standards., • Maintain cleanliness, maintenance, and appearance standards throughout the hotel, including guest rooms, public areas, grounds, and back-of-house., • Ensure departments consistently operate in accordance with company SOPs and brand standards. Quality • Ensure the hotel consistently meets or exceeds Fine Hospitality Group and brand quality standards., • Monitor guest satisfaction scores and implement service improvements as needed., • Support employee training and coaching to improve service delivery and operational consistency., • Maintain high standards for guest experience and operational excellence. Community Involvement: • Develop and maintain relationships with local businesses, Chambers of Commerce, Convention and Visitors Bureaus, schools, and community organizations., • Represent the hotel at networking events, trade shows, and community functions., • Increase hotel visibility within the local market to generate new business opportunities. Leadership: • Motivate, coach, and develop team members across assigned departments., • Establish clear expectations and hold employees accountable for performance., • Foster a positive, collaborative, and guest-focused work environment., • Demonstrate professionalism, integrity, and adherence to Fine Hospitality Group policies and Standard Operating Procedures., • Promote teamwork and open communication throughout the hotel. Financial: • Assist the General Manager with budgeting, forecasting, and financial planning., • Monitor labor costs, departmental expenses, and operational efficiencies., • Analyze sales performance and recommend revenue improvement strategies., • Support financial accountability across all assigned departments. Specific Responsibilities: • Submit a daily end-of-day activity and accomplishment report to the General Manager, copying the Director of Operations., • Maintain proficiency in the hotel's Property Management System (PMS) and all sales software., • Prepare and post work schedules for Front Desk, Housekeeping, Laundry, and Maintenance departments., • Develop monthly sales forecasts and communicate business pipeline updates to the General Manager and Corporate Office., • Conduct monthly safety meetings and ensure compliance with safety procedures., • Complete timely performance evaluations and employee coaching., • Maintain appropriate inventory levels for Front Desk, Housekeeping, Laundry, and Maintenance supplies., • Conduct supply inventories at the close of each accounting period., • Maintain organized sales files, account records, contracts, and RFP tracking., • Ensure timely follow-up on all sales leads, inquiries, and group opportunities., • Build and maintain relationships with vendors and service providers., • Attend community meetings, networking events, and trade shows to promote the hotel., • Respond promptly and professionally to guest concerns and operational issues., • Develop advertising and promotional initiatives within approved budgets., • Complete weekly Sales Productivity Reports., • Assist with STAR Report analysis and revenue strategy development., • Develop relationships with third-party booking partners and maximize cross-selling opportunities across Fine Hospitality Group hotels., • Monitor hotel website content and third-party distribution channels to maximize online exposure and room night production., • Be available to work flexible schedules, including weekends, holidays, and emergency coverage as business needs require. Optimum Attributes: • Strong sense of accountability and ownership, • Professional appearance and positive attitude, • Excellent communication and interpersonal skills, • Effective listener with strong problem-solving abilities, • Strong organizational and time management skills, • Ability to multitask in a fast-paced environment, • Strong computer proficiency, • Team-oriented leadership style, • High level of integrity and professionalism, • Ability to provide balanced coaching through recognition and constructive feedback Performance Standards: • Achievement of budgeted RevPAR and profitability goals, • REVPAR Index (YOY), • LNR Actualized Room Nights, • Group Actualized Room Nights, • KNR Actualized Room Nights, • Meeting Space Revenue, • Guest Satisfaction Index (GSI)/Medallia Scores, • Associate Satisfaction Index (ASI), • Brand QA Scores, • Labor cost management and departmental productivity, • Successful execution of Sales and Marketing Plan, • Compliance with company policies, SOPs, and brand standards, • Operational excellence across Front Desk, Housekeeping, Laundry, and Maintenance departments