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Director of Conferences & Events - Crowne Plaza Doha - The Business Park

Doha

Full job details

Recruiter
Crowne Plaza Hotels & Resorts - Middle East & Africa
Posted
07/11/2016
Ref
DOH002217
Location
Doha
Job Type
Sales & Marketing, Sales Director
Sector
Hotel
Job Level
Management
 

Job Overview



To lead and manage
conference & events sales & events management force, develop market
strategies in collaboration with DOSM, Revenue department and Hotel Managers in
order to achieve budgeted revenue targets and marketing objectives.


At Crowne
Plaza
®, we want our guests to
feel able to do their best, achieve their goals and be recognized for their
success.  To help them, we need you to
stay One Step Ahead and:

  • Create Confidence – by being an expert
    at what you do; by acting and looking the part and adapting your style to
    match your guests’ pace in all you do.
  • Encourages Success – by supporting and
    respecting your guests and their goals; by recognizing them and making
    them feel valued and important and offering thoughtful choices to help
    them feel restored and balanced.
  • Make It Happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.


  • CLUSTER ROLE

    This position will be in charge
    of two properties: Crowne Plaza Doha – The Business Park and Holiday Inn Doha -
    The Business Park. The upcoming property, Holiday Inn Doha – The Business Park,
    is scheduled to be open in 2017, therefore all pre-opening Conferences &
    Events activities for this hotel will be responsibility of this role. Cluster
    title will be awarded closer to the opening of Holiday Inn Doha – The Business
    Park.


    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Drive Total Revenue (Room, C&B, Golf) and
      sell to new, existing and prospective customers considering goals set forth in
      the sales strategy, negotiating optimum rate for the benefit of the business. (30%)
    • Establish and implement hotel’s short, mid and
      long term strategy in conjunction with DOSM, Revenue team, Hotel Managers and
      other stakeholders involved. (20%)
    • Inspire, lead and manage an Events Sales &
      Events Management team by establishing a strong ‘Drive for Results’ and service
      culture, communicating a set of goals and targets and providing frequent
      feedback where necessary to manage performance to its optimum.(20%)
    • Directing and driving groups & events
      business with a team of specialists, ensuring the IC Meetings standards are
      adhered to in order to ensure 100% client satisfaction. (30%)

    Financial Returns

    Achieve revenue targets



    ·         Actively book and convert business following hotel standards.



    ·         Attend Industry Exhibitions to represent the hotels in front of prospect
    clients supporting the Sales Team when needed



    ·         Grows existing business and establishes and pursues leads which will
    develop business



    ·         Manage corporate head office and global sales leads



    ·         Monitors existing business and inputs into sales strategy meetings to
    maximize business.



    ·         Services existing business through management of account bases



    ·         Establish hotel’s short, mid and long term strategy in conjunction with
    DOS, Revenue team, Hotel Managers and other stakeholders involved based on the
    market intelligence gained through the sales team and IHG tools and external
    intelligence reports (STR, HIS, etc.)



    ·         Provide input, advice and contribute towards the annual budgeting
    process and the set up of rate structure across all market segments.



    ·         Develop solid understanding of numbers to evaluate revenue performance,
    understand profit contribution to GOP and monitor sales department’s impact on
    hotel profitability



    ·         Suggest and launch tactical promotions if required due to market
    situation withe key focus on social and non residential events business
    (Weddings, Iftars, National Days, Birthday & Graduation parties)



    ·         Establish solid understanding of numbers to evaluate revenue
    performance, understand profit contribution to GOP and monitor sales
    department’s impact on hotel profitability



    ·         Develop new methods and ideas of revenue generation and consider innovative
    opportunities of product distribution through: online systems, websites,
    networks, partnerships and co-operation etc.



    ·         Constantly evaluate business potential and opportunities in new
    geographical markets and across new market segments



    o    Recommend adjustment of hotel’s business mix based on market situation
    and business environment



     



    Beat the competition



    ·         Where appropriate, entertain clients in nearby IHG hotel outlets to sell
    the hotel facilities.  Make reservations
    at non-peak times in order to allow the outlet to provide the best
    service.  Adhere to all Accounting
    policies regarding payment.



    ·         Ensure up to date knowledge of market dynamics locally in Qatar,
    regionally and internationally to provide valuable input towards hotel’s
    strategy development plan.



    ·         Build up market and product knowledge about golf business, short term
    serviced apartment rental as well as 5* Corporate, MICE and Leisure business in
    Qatar.



    ·         Provides direction on, and conducts market research and analysis



    ·         Builds profile within local market place through attendance at various
    events and local market place



    ·         Plan and conduct familiarization tours and site inspections.



    ·         Engage with guests and customers within the hotel, at client events,
    industry gatherings and other social functions



     



    Achieve profit targets



    ·         Direct the teams to sells to new, existing and prospective customers
    considering goals set forth in the sales strategy, negotiating optimum rate for
    the benefit of the business



    ·         Analyses sales mix and likely impact on hotel goals.



    ·         Assist in the evaluation of sales and marketing activities



    ·         Assess sales and marketing data.



    ·         Contribute to monthly reports on segment performance



    ·         Establish proficiency level in IHG IBP system to obtain relevant data
    necessary for decision making and to be able to enter data and business plans
    to be shared with hotel and IHG stakeholders



    ·         “Make things count” - establish and communicate a set of goals and
    targets (mix of revenue, activities and other objectives/KPOs) to cascade
    expectations and to measure team/individual performance.




    Operate Efficiently



    ·         “First seek to understand – then be understood” – join team members on
    sales calls, internal meetings, attend brainstorming sessions and support the
    team in “problem solving” in order to understand challenges within the market
    and the team and to lead by example.



    ·         Implement and maintain an efficient, appropriate and updated client file
    and trace system



    ·         Organize and delegate traces for follow-up; be familiar with status of
    each.



    ·         Encourage accurate database management and tracking of activities and
    information through active Delphi maintenance.



    ·         Attend designated meetings.



    ·         Attend  and host internal meetings
    to understand and communicate actual and forecast business levels within the
    for 



    ·         Refers sales leads to appropriate personnel within IHG utilising meeting
    broker.



    ·         Create “Win-Win” – ensure frequent engagement between sales force and
    all other departments within the hotel to ensure positive team spirit and
    develop a culture of “work better together”.



    ·         To effectively manage up/sideward’s within the Hotel’s organization to
    “work better together” and manage internal relationships in a strategic manner,
    similar to customer relationships with the aim to achieve Hotel’s common
    objectives.



    ·         Establish proficiency level in IHG IBP system to obtain relevant data
    necessary for decision making and to be able to enter data and business plans
    to be shared with hotel and IHG stakeholders.



    ·         Manage the IHG STI reward scheme by defining targets in accordance with
    the current IHG STI MEA guidelines and coordinating with DOSM and Finance
    Department for approval and payout on a monthly basis.



     



     



    OUR PEOPLE



    Love our jobs



    ·         Comply with Time and Attendance Policies



    ·         Comply with Company Grooming Standards



    ·         Establish and maintain effective employee relations.



     



    Live our Winning Ways



    ·         Appreciate the dynamic nature of the Hotel industry and extend these
    service attributes to all internal customers



    ·         Foster and promote a cooperative working climate, maximizing
    productivity and employee morale.



    ·         “Foster Collaboration” – encourage the Events team to frequently engage
    with all other departments within the hotel to ensure positive team spirit and
    develop a culture of “work better together”.



    ·         Effectively manage up/sideward’s within the Hotel’s organization to “work
    better together” and manage internal relationships in a strategic manner,
    similar to customer relationships with the aim to achieve Hotel’s common
    objectives.



     



    Create ‘Room to be yourself’



    ·         To attend and contribute to all staff meetings, departmental and hotel
    trainings scheduled and other related activities



    ·         To attend and support social events as and when required



     



    Develop our skills



    ·         Actively participate in training and development programs and maximise
    opportunities for self development



    ·         Be familiar with all hotel services, features and local
    attractions/activities to respond accurately to any guest inquiry.



    ·         “Get the right people on the bus” – recruit, develop and maintain a high
    performing events sales and events management colleagues



    ·         Inspire, lead and manage events sales & events management teams
    based on each team member’s motivational “drivers” and in accordance with IHG’s
    performance management process.



    ·         Ensure personal and professional growth of employees through annual self
    assessments, performance reviews (APDR), midyear reviews, personal development
    plans (PDP) and suggest participation in appropriate training sessions.



    ·         “Communicate to the troops” – establish efficient communication flow
    within the team through workshops, segment meetings, one on one sessions,
    office white boards and other communication channels.



    ·         Provide frequent feedback to support the team remaining focused on goals
    and objectives through quarterly business performance reviews (team, segments
    and individual)



    ·         “First seek to understand – then be understood” – join team members on
    sales calls, internal meetings, attend brainstorming sessions and support in
    “problem solving” in order to understand the challenges within the market and
    the team.



     



    GUEST
    EXPERIENCE



    Run great hotels



    ·         To have a complete understanding of the Operations Manual and comply to
    departmental Policies & Procedures



    ·         Familiarise yourself with the company values and model desired
    behaviours



    ·         Perform tasks as directed by the Manager in pursuit of the achievement
    of business goals



    ·         Comply with the Company’s Corporate Code of Conduct



    ·         Interfaces with Operations on a timely basis



     



    Make the hotels great
    branded hotels



    ·         Assist with the preparation of new products and services.



    ·         Be familiar with all hotel services/features and local attractions/activities
    to respond accurately to any guest inquiry.



     



    Guest love our hotel



    ·         Ensure that all incoming calls are answered within 3 rings with proper
    greetings and telephone etiquette within the team and self.



    ·         Monitor response time to messages, ensuring that all messages are
    returned within 4 hours.



    ·         Promote positive guest relations at all times.



    ·         Engage with guests and customers within the hotel, at client events,
    industry gatherings and other social functions



    ·         Monitor and handle guest complaints by following the company procedures
    and ensuring guest satisfaction.



    ·         Demonstrate service attributes in accordance with industry expectations
    and company standards including:



    o    Being attentive to guests



    o    Accurately and promptly fulfilling guests requests however busy and
    whatever time of day. 



    o    Anticipate guests' needs



    o    Maintain a high level of knowledge which affects the Guest experience



    o    Demonstrating a ‘service’ attitude



    o    Taking appropriate action to resolve guest complaints



     



    RESPONSIBLE BUSINESS



    Reduce our impact on the
    environment



    ·         Travel using the most effective means of transport visiting the hotels
    and combining visits where and when appropriate



     



    Support the community



    ·         Perform related duties and special projects as assigned.



    ·         Establish and maintain effective employee relations.



    ·         To obtain and maintain an awareness of community, business, political
    and social factors, which may affect the hotel’s financial objectives.



    ·         Work with other IHG properties and assist superiors including regional
    sales personnel to sell their properties



    ·         Maintain regular contact with the IHG hotels in region and the regional
    reservation office



     



    Manage risk



    ·         Demonstrate understanding and awareness of all policies and procedures
    relating to Health, Hygiene and Fire Life Safety



    ·         Familiarise yourself with emergency and evacuation procedures



    ·         Ensure all security incidents, accidents and near misses are always
    logged in a timely manner and brought to the attention of the Line Manager



    ·         To adhere to all internal control systems.



     



    A safe hotel



    ·         Comply with Hotel Rules and Regulations and provisions contained in the
    Employment Handbook 



     



    Required Skills/Qualifications



    1.     High level of passion, enthusiasm and drive for
    results



    2.     Charismatic leader who can inspire, motivate and
    discipline a sales team



    3.     Excellent communication skills across all mediums –
    presentation, telephone, correspondence, face to face etc. in English and
    preferably a 2nd language



    4.     Strong interpersonal skills to develop and foster
    beneficial relationships



    5.     Ambitious and eager to learn, grow and further
    develop own career



    6.     High level of common sense and high skill of
    problem solving and decision making



    7.     Able to travel on frequent basis and
    culturally adaptable



    8.     Pro-active approach, and the ability to meet
    deadlines



     



    Experience



    §  Degree from a university or hotel school preferably
    in business administration or tourism/hospitality management



    §  Minimum of 5 years working experience
    in the international 5* luxury hotel or hospitality sales & marketing
    environment



     



    KEY RELATIONSHIPS



    Key Internal Relationships                                           Key External Relationships



    Hotel General
    Manager and HODs                                  Customers



    All Hotel
    Colleagues                                                      Suppliers



    IHG Personnel



     

    Key External Relationships

    Customers



    Key Metrics

    1.     Achievement of revenue and RGI targets for the hotel



    2.     Achievement of SSP targets



    3.     Achievement of Delphi database standards



    4.     Achievement of minimum Customer Service Quality standards



    5.     Achievement of Individual KPOs Customized KPOs agreed upon with DOSM



    6.     Employee Engagement Survey results (EES)



    7.     Utilization of IHG sales tools i.e. i-RFP, i-lead, Delphi, merlin, sales
    source etc.



    8.     Adherence to Sales & Marketing standards



     



    Decision Rights



    1.     Overall pricing, especially for corporate, wholesale, groups and
    packages in collaboration with Revenue and DOSM



    2.     Annual travel plan and allocation of travel activities in coordination
    with DOSM and direct reports



    3.     Recruitment in coordination with DOSM, HR and direct reports



    4.     Fam trips and entertainments



    5.     Concessions to secure deals



     



     



    The above is
    designed to help you in the understanding of the role and is not intended to be
    a definite list of your duties, as flexibility in meeting company and guest
    needs is required by all employees.



     


















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