Essential Duties and Key Responsibilities
- Proactively manage, qualify, and solicit all existing and new leisure accounts in assigned territory through partner outreach, entertainment, telephone solicitation, outside sales calls, site inspections, written communication and social media.
- Maintain all contact, account, activity and booking information in Delphi as per MOHG Delphi Best Practices.
- Prepare correspondence to customers, internal booking reports and file maintenance.
- Participate in scheduled sales meetings, training and other sales strategy related meetings as required.
- Develop & maintain knowledge of market trends, competition, and customers.
- Responsible for identifying, coordinating and hosting property and area familiarization trips and activities.
- Develop annual account strategy and action plans, weekly activity review and revenue strategy review.
- Professionally represent the hotel in community and industry organizations and events.
- Maintain and further develop leisure database.
- Develop promotions and sales campaigns for implementation in the leisure market segment in conjunction with the Director of Sales & Marketing.
- Represent MOCAN in Europe, with a priority focus on the London and the UK.
- Responsible for analysing yearly consortia and leisure programs to ensure strategic fit with annual business goals.
- Contribute to the annual marketing plans and budget process. Review goals and action plan on a scheduled basis. Maintain expenses within the budgeted guidelines.
- Collaborate on new marketing tools/collateral for the leisure market segment. Coordinate and monitor scheduled direct mail efforts in conjunction with the DOSM and Marketing Manager.
- Conduct sales calls on key accounts as well as target new business. Organize sales outreach in assigned territory with Regional Sales Office (RSO) per MOHG guidelines and sister properties. Solicit, organize, and participate in familiarization trips from key client base.
- Represent resort at appropriate travel industry trade shows and conferences. Identify and participate in appropriate networking channels and action plans to maximize exposure/opportunity.
- Maintain knowledge of all Mandarin Oriental Group properties globally to facilitate cross selling.
- Build relationship with sales counterparts from RSO and sister hotels to relay leads and requests. Communicate need period dates and respond promptly to all leads.
- Prepare and submit timely monthly reports to DOSM. Recognize and include communication of market trends and competitive intelligence.
All other duties as required.
Success Profile for this role Purpose
Customer focus
Is dedicated to meeting the expectations and requirements of internal (colleagues) and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers/colleagues in mind. Upholds and drives our LQEs through daily actions; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
Process
Drive for results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional & Technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about, and role models, the MOHG SOPs and LQEs.
Organising
Can marshal resources (people, funding, material, support, and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information and files in a useful manner. Sets clear goals and responsibilities, monitors progress and results.
Problem Solving
Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based
upon a mixture of analysis, wisdom, and experience.
Negotiating
Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
Presentation Skills
Is effective in a variety of formal presentation settings: one-on-one, small, and large groups, with clients, peers, direct reports, and bosses; is effective both inside and outside the organisation, on both cool data and hot and controversial topics; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working.
People
Developing Self and Others
Is personally committed to and actively works to continuously improve him/herself; works to deploy strengths: works on compensating for weakness and seeks feedback. AS APPLICABLE – provides challenging and stretching tasks and assignments for others; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them. Uses PROFILE/Performance Discussions for Line Colleagues effectively for talent management and development; is a people builder and a motivator and supports the company initiatives to ensure continuous improvement of our LQEs.
Interpersonal savvy
Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Building Effective Teams
Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Directing others
Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organised manner; maintains two-way dialogue with others on work and results; brings out the best in people; clear communicator.
Personal
Self-Development
Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behaviour and seeks feedback.
Ethics and values & Integrity
Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.
Humility
Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.
Composure
Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
Mandarin Oriental reserves the right to add, delete, change, or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice.