Job Number 20011367
Job Category Sales and Marketing
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Position Type Management
Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.
Responsible for proactively soliciting and managing large group/catering
related opportunities with significant revenue potential. Manages
group/catering opportunities not handled by the London Sales Office (LSO).
Actively up-sells each business opportunity to maximize revenue opportunity.
Achieves personal and team related revenue goals. Ensures business is turned
over properly and in a timely fashion for proper service delivery. Responsible
for driving customer/guest loyalty by delivering service excellence throughout
each customer/guest experience. Provides service to customers in order to grow
the account on behalf of the company.
Understanding Market Opportunities & Driving Revenue
Targets group/catering accounts| markets| or segments with heavy emphasis on proactive solicitation and account saturation.
Partners with group/catering counterparts to effectively manage the business opportunity.
Responds to incoming group/catering opportunities for the property that are outside parameters of the LSO.
Identifies| qualifies and solicits new group/catering business to achieve personal and each property’s revenue goals.
Focuses efforts on group/catering accounts with significant potential sales revenue.
Develops effective group/catering sales plans and actions.
Designs| develops and sells creative catered events.
Maximizes revenue by upselling packages and creative food and beverage.
Understands the overall market – competitors’ strengths and weaknesses| economic trends| supply and demand etc. and knows how to sell against them.
Closes the best opportunities for each property based on market conditions and individual property needs.
Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
Providing Exceptional Customer Service
Handles complex business with significant revenue potential as well as significant customer expectations.
Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls| entertainment| FAM trips| trade shows| etc.
Develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.
Supports brand’s Service and Relationship Strategy| driving customer loyalty by delivering service excellence throughout each customer experience.
Provides excellent customer service in order to grow share of the account.
Executes brand’s Customer Service Standards and property’s Brand Standards.
Executes and supports the business Customer Service Standards and property’s Brand Standards.
Participates in and practices daily service basics of the brand.
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event
Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations| while building a relationship and loyalty to the property and brand.
Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business| business issues and concerns| to offer better business solution both prior to| and during the program/event.
Building Successful Relationships
Works collaboratively with off-property sales channels (e.g.| London Sales Office| National Sales| GSO| Cork reservations teams) to ensure sales efforts are coordinated| complementary and not duplicative.
Manages and develops relationships with key internal and external stakeholders.
Uses sales resources and administrative/support staff.
Utilizes intranet for resources and information (e.g.| Training Energizers| etc.).
Leverages available eTools (e.g.| eRooming Lists| eProposals etc.).
Conducts site inspections.
Creates contracts as required.
Executes and supports the operational aspects of business booked (e.g.| generating proposal| writing contract| customer correspondence).
Education and Experience
High school diploma or GED; 2 years experience in the sales and marketing| guest services| front desk| or related professional area.
2-year degree from an accredited university in Business Administration| Marketing| Hotel and Restaurant Management| or related major; no work experience required.
· Professional Demeanor – Exhibiting behavioral styles that convey
confidence and command respect from others; making a good first impression and
representing the business in alignment with its values.
· Adaptability – Maintaining performance level under pressure or when
experiencing changes or challenges in the workplace.
· Driving for Results – Setting high standards of performance for self
and/or others; assuming responsibility for work objectives; initiating|
focusing| and monitoring the efforts of self and/or others toward the
accomplishment goals; proactively taking action and going beyond what is
· Building and Contributing to Teams – Leading and participating as a
member of a team to move toward the completion of common goals while fostering
cohesion and collaboration among team members.
· Coworker Relationships – Interacting with others in a way that builds
openness| trust| and confidence in the pursuit of organizational goals and
· Customer Relationships – Developing and sustaining relationships based
on an understanding of customer needs and actions consistent with brand’s
Learning and Applying Personal Expertise
· Technical Acumen – Understanding and utilizing professional skills and
knowledge in a specific functional area to conduct and manage everyday
business operations and generate innovative solutions to approach function-
specific work challenges
o Sales Ability: Persuasiveness – Using appropriate interpersonal styles
and communication methods to gain acceptance of a product| service| or idea
from prospects and clients.
o Sales Disposition – Demonstrating the traits| inclinations| and
outlooks that characterize successful salespersons; exhibiting behavior styles
that facilitate adaptation to the demands of the sales role.
o Supporting Sales Implementations – Supporting customers during the
implementation of sales contracts; seeking and taking appropriate actions on
customer feedback; taking responsibility for customer satisfaction and
· Basic Competencies – Fundamental competencies required for
accomplishing basic work activities.
o Basic Computer Skills – Using basic computer hardware and software
(e.g.| personal computers| word processing software| Internet browsers| etc.).
o Mathematical Reasoning – The ability to add| subtract| multiply| or
divide quickly| correctly| and in a way that allows one to solve work-related
o Oral Comprehension – The ability to listen to and understand
information and ideas presented through spoken words and sentences.
o Reading Comprehension – Understanding written sentences and paragraphs
in work related documents.
o Writing – Communicating effectively in writing as appropriate for the
needs of the audience.