Senior Manger

The Senior Manager, Sales Operations (SMOS) is a role model for the Commercial Sales community within the Owned and Managed portfolio of hotels in the Arabian Peninsula (Dubai, Qatar, Oman, Kuwait, Bahrain), working with the RDOS to assist in directing and leading the sales discipline with the ability to deal with and support multiple hotels, their teams and their stakeholders. The position is also expected to drive key relationships with clients, HWS, Owners and internal stakeholders such as VP Ops and GMs. Supporting the RDOS and the regional commercial team with the aim of getting the greatest share of the region’s B2B demand, driving B2B account base for all properties and ensuring that local hotel sales plans align with overall regional and enterprise-wide plans. The SMSO will have outstanding leadership, communication, and commercial skills with an in-depth understanding of all Hilton’s hotels in the region.

What will I be doing?

Average Percent of Time %

Planning Activities 20%

• Supporting the RDOS for commercial focus activities at regional level alongside other commercial partners. Develop plans to implement regional and global initiatives with the hotel sales and GC&E teams
• Support opening and ramp up plans for new hotels and conversions.
• Develop initiatives and implement key account management practices which increases Hilton’s market power and adapt to the way the customers choose to buy.
• Support in developing the right Account Plans for hotel teams
• Focus on developing demand generation activities for GC&E teams and support GC&E team structures
• On an annual basis identify the key retention and acquisition accounts for each hotel.
• Help evaluate the sales situation of each hotel in the region, looking at its strengths and weaknesses, its market opportunities and threats, its target market segments and accounts. Then help in driving individual action plans for higher sales performance.
  
  

Organizing Activities 15%

• Ensure that systems and tools are used for opportunity response and referral in the hotels
• Develop compelling propositions to ensure optimal participation on initiatives.
• Work with RDOS to validate the Sales portion of key hotels’ revenue proposal
• Work with the RDOS to optimize participation in key tradeshows and sales weeks.
• Assist Regional Commercial Director and RDOS AP and on project related tasks and activities for the region
• Support in implementing and creating best practices where applicable, review results of global and regional sales initiatives.
• Review GC&E proposals and use BDRC insights to help improve the customer journey.
  
  

Directing Activities 20%

• Help increase market coverage by developing powerful personal relationships with decision makers and influencers within the top producing regional accounts & local tourist authorities
• Hold powerful personal relationships with HWS from all key source markets.
• Help use of Hilton sales tools and processes for demand generation and conversion
• Participate in key hotels Commercial Reviews
• Provide direction on the execution of the property's sales and GCE Sales function, and support hotels to deliver on their budget objectives
• Lead sales & GCE sales performance review calls for key hotels.
• Follow up on action plans after commercial reviews.
• Ensure adherence to Hilton legal and compliance policies in the hotels
• Ensure that Hilton is always represented to a high standard.
  
  

People Activities 25%

• Spot sales talent within the region and develop it for future increased responsibility.
• Monitor effective processes are in place for the recruitment, induction, training and development of all sales and GC&E Team members in the region.
• Encourage the movement of sales team members around the region and between hotels.
• Support creation of succession plans for senior sales and GC&E positions.
• Be a coach and mentor to the sales and GC&E teams and leaders.
• Ensure that all sales and GC&E team members in the region are trained and equipped to sell our brands locally, nationally and globally.
• Help in the SIP process and ensure that all hotel sales and GC&E team members have clear and appropriate targets for revenue generated.
• Support performance reviews on a regular basis, recognizing, and celebrating success, and refocusing effort where targets are missed.
• Support in addressing performance issues in a supportive, timely and decisive manner
• Ensure that appropriate skills and product training is available to all sales team members in conjunction with global Hilton sales training programs.
  
  

Controlling Activities 20%

• Actively seek out new sources of business and new opportunities.
• Drive performance through implementing sales incentive plan; agree and monitor the annual sales incentive program.
• Input to key hotels’ forecasting
• Analyze account production and input to rate strategy.
• To assist with the implementation of all new hotel pre-opening sales plans and budgets
• Ensure that measurement systems are in place to track the production of all targeted accounts in both sales and GC&E teams
• Lead the SSSO team to ensure demand generation.
  
  

Supportive Functions

In addition to performance of the essential functions, this position should cover the RDOS in his/her absence and may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Represent each hotel’s interests to motivate, coach and counsel hotel sales teams.
• Promote GMs’ confidence in and support of a customer-lead organization and encourage GMs to see themselves as marketers.
• Support new openings and conversions within the region
• Monitor and maintain a close, accessible relationship with CDs, DOSs/ sales heads and GC&E heads of hotels
• Support management of key accounts in assigned area.
• Coordinate sales weeks in region.
• Attend owner meetings, sales reviews & communication meetings as and when required.
• Comply with Hilton’s company policies and support hotels with legal and contractual assistance when needed.
• Additional supportive functions as deemed appropriate.
  
  

What are we looking for?

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.

Required

• Has held a regional role looking after multiple hotels
• Managed a team remotely in sales, marketing, revenue or operations.
• Excellent communication skills; presentations, written and public speaking.
• Abilty to direct collaboration among cross-functional teams including external resources.
• Ability to analyse departmental financial data in order to make strategic and tactical decisions.
• Leads by example to resolve conflicts, introduce change and ensure collaboration among others.
• Demonstrates the highest standards of ethical behaviour and absolute discretion with sensitive information.
• Ability to take initiative to identify, prioritise and implement actions required to achieve functional goals.
• Strong problem solving skills including ability to address any issue in collaboration with others, identify and prevent potential problems and develop problem solving skills in others.
• Ability to provide development and mentoring to others.
• Budget development and management skills.
• Ability to work independently and manage the work of others.
• Abiility to deliver performance feedback to subordinates to improve overall performance.
• Proven understanding of client’s business and category, including business plans, competitive environment & distribution channels and product financials.
• Ability to make recommendations on achieving budget through work experience in relevant key destinations and the given understanding of local market dynamics and competition.
• Ability to recommend segmentation and targeting proposals and to assess marketing implications and aggressively manage to ensure profitability.
• University degree at bachelor level or equivalent or experience in lieu thereof.
• Significant work experience in roles including people management experience.
• Experience working in multi-cultural or international settings.
• Fluency in spoken and written English.
• Extensive understanding and experience in all managed sales segments (IBT, IT, Groups, Perm) and related processes (e.g. RFP, Agency 360, local contracting, etc.).
• In depth awareness of Hilton brands and their concepts, through work experience with several brands (Luxury, Full Service, Focused Service).
• Ability to understand hotel owners’ needs, through past exposure and regular interaction with hotel owners.
• Broad knowledge of B2B marketing opportunities in all managed segments (e.g. GDS campaigns, key exhibitions and roadshows, Tour Operator campaigns, etc.).
• Shows evidence of developing strong relationships with clients on a regional level.
  
  

Preferred

• Advanced degree or equivalent.
• Significant hospitality industry experience in a sales role.
• Secondary Language
• Strong relationships with key business partners in the region.
  
  

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

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Work Locations

Hilton - Regional Office - Dubai

Schedule

Full-time

Brand

Hilton Corporate

Shift

Day Job

Job Level

Manager

Job

Sales