Responsible for staffing and training for Activities and Concierge Departments. Ensures staff is knowledgeable regarding property facilities and daily events.
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Assists the Sales Manager with the operation of the sales gallery, which includes scheduling Sales Executives in order to meet customer flow, reviewing weekly reports and disseminating this information to the sales team, and being available to assist sales executives with closing sales. Helps generate new business and attracts potential owners by reviewing the current book of business and coordinating with the marketing department. As directed by the Sales Manager, provides necessary resources, coaching and training on sales techniques to the sales staff. Works with Sales Manager to resolve conflicts and manage team performance. Helps monitor the guest experience and proactively responds to customer concerns. Assists the Sales Manager with other duties as directed.
Shapes and executes an overall sales strategy. Communicates this strategy to the sales team and other business units. Coordinates with marketing management in order to ensure alignment of marketing and sales strategies. Responds to the needs of the sales force by providing necessary resources, offering incentives, and resolving conflicts. Participates in the performance management, coaching, recruiting, and selection of the sales workforce, and develops compensation plans that will maximize productivity. Oversees the customer sales experience and proactively responds to customer concerns.