Service Manager

4 weeks ago

Toronto, Canada Shangri-La Hotel Full time

Shangri-La Toronto

Total account management in the Groups & Events segment. The Group Sales Manager will be tasked with leading the strategic direction of this segment and ensuring budgeted revenue targets are met. This role will be focused on developing our corporate and small group business, incentive groups & association related business.

**Key responsibilities for the role include**:
Develop and maintain prioritized prospects of new accounts, local, regional and international clientele, using market information, resources and networking opportunities, focusing on short-term business as well as long-term growth.
Managing the growth and development of our key accounts as well as a healthy pipeline of new business.
Participates in developing sales strategies, and then executes actions to meet or exceed sales targets, with an emphasis on securing corporate and small luxury group bookings.
Effectively communicates the value of luxury through presentations, site inspections, participation in tradeshows, client entertainment and all potential client interactions.
Participate in road shows, conferences and promotional events within the city and out of town, and work with Regional Sales Offices on key accounts
Assisting the DOS to build annual budgets, contribute to the development of the sales & marketing plan and actively involved in revenue and pipeline meetings.
Demonstrates a high level of creativity, personal commitment to achieving sales targets and a sense of gracious hospitality
Utilizes effective Customer Relationship Management techniques i.e. Delphi and other initiatives to build and maintain relationships with Shangri-La Toronto’s active and potential clientele.
Maintains positive communication with all departments in the hotel, especially with regards to rate integrity and participates in regular sales meetings.
Maintain accurate Sales records including detailed action plans/reports, as required
With high integrity, strives to provide a 5 star sales contact experience to guests and colleagues, while providing Shangri-La hospitality from caring people in all interactions.
Ensures compliance to all hotel policies, standards and procedures.
Undertakes other ad hoc related responsibilities, as required.

**The following is considered mandatory for this position**:
Sales Competence
- Demonstrates sound understanding for the local business travel market, effective sales strategies for respective market segment, vast knowledge of the core competition and luxury hotel standards.
Results driven
- Self motivated, high initiative, self-starter, and strives to continually over achieve sales goals and targets.
Relationship & Impression Management
- Outstanding abilities to build and maintain relationships and demonstrated ability to make a naturally positive and lasting impression.
Goal oriented and Organizational skills
- Able to plan, set and achieve goals on a continual basis, demonstrating superior organizational and time management skills.
Emotional maturity
- Internally proud, outwardly gracious and humble, a genuine ability to demonstrate Shangri-La core values of respect, sincerity, helpfulness, courtesy and humility.
Teamwork & Respectful workplace
- Friendly and helpful demeanor that fosters a respectful environment for others, with an exceptional ability to work well within a small, tight-knit sales team, as well as with all other internal colleagues.
Communication
- Excellent verbal and written communication with 100% fluency in English (additional languages desirable), displaying standards in line with Shangri-La expectations through appearance, manners, language and interactions.
Ethical conduct and responsibility
- Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
Technology proficiency
- Fully competent with current Windows based programs, hotel reservations systems, sales contact management systems and property management systems.

**Other Requirements**:
Minimum 3 years previous work experience in a similar sales capacity in an International luxury brand.
Previous Shangri-La Hotels and Resorts experience helpful.
Previous experience within an international world-class hotel brand is an asset.
Previous Sales courses such as networking, negotiating, planning and time management.
Ability to travel internationally for trade shows, sales calls, and conferences (10-20% travel annually).
Must be entitled to work in Canada.

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