Sales Supervisor, Customer Development Team, Greater China and Mongolia
The Sales Supervisor, Customer Development Team is responsible driving the effectiveness and efficiency of the Customer Development Team (CDT) for Greater China. The CDT is responsible for developing business opportunities with small to medium-sized corporate accounts through the approach of telesales. These business opportunities include FIT (through Local Business Program), group business, and F&B etc. CDT’s business scope is not limited to China only but will cover APAC and other related international hotels.
The Sales Supervisor, CDT will be reporting to and in consultation with Head of HWS GCM to develop the annual KPI’s for the CDT team, and working with team to achieve these targets. To implement the local Business Program and other business development tasks. The Sales Supervisor will need to possess strong team management develop a highly engaged and high-performing team.
What will I be doing?
As Sales Supervisor, CDT, you will be responsible for performing the following tasks to the highest standards:
Sales Activities 30%
Contact businesses or private individuals by telephone and email as supplied by CDT team and/or the Delphi system for all non-managed accounts in order to discuss business needs and to explore further opportunities e.g. meetings and events.
Maintain a call pattern with non-managed accounts to a minimum of quarterly basis.
Progress non-managed accounts to Managed accounts once identified production levels are achieved and the appropriate qualification undertaken.
Gather and report on market intelligence on a regular basis and feedback to Head of Hilton Worldwide Sales GCM to assist in growing Hilton Greater China’s market position
Transfer as appropriate phone call / email queries from customers to the relevant contact in the hotel for any accounts that have progressed to “Managed”.
Call current and potential customers, reading from scripts that describe needs, benefits, features and a competitive spin, in order to persuade potential customers to book with Hilton Hotels.
Explain products or services and prices, and answer questions from customers.
Record names, addresses, purchases, and reactions of prospects contacted in Delphi to the agreed standard.
Adjust sales scripts to better target the needs and interests of specific individuals.
Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
Maintain records of contacts, accounts, and orders in Delphi and adhering to the Delphi Standards.
Provide the appropriate level of customer service to ensure that any guests’ needs or concerns are addressed within a timely manner.
Be versed with all aspects of our portfolio of hotels throughout Greater China and Mongolia.
Planning and Organizing Activities 40%
Develop Annual KPI’s for the CDT in consultation with the Head of HWS GCM. Lead the CDT to ensure that all KPI’s are achieved. Achieve KPI’s as outlined by Head of HWS GCM on a quarterly basis.
Responsible for working with finance to collect commission from hotels, and ensure the commission collected is able to cover the team cost.
Develop budgets and incentive targets for the CDT in consultation with the Head of HWS GCM.
Deliver a report to Commercial Directors on a monthly basis on production of accounts and activities being undertaken to ensure delivery of plan revenues.
Collect account list from hotels and external resources on regular basis and engage with the team to qualify and enrol these accounts.
Communicate with hotels on regular basis to conduct trainings, collect account list, share production reports and answer questions.
Compile and submit a Monthly report that accurately reflects the previous months’ activities and planned activities for the upcoming month to the Head of HWS GCM.
Attend and drive regular communication meetings with the CDT.
Ensure the CDT undertakes regular training and each team member has a personalised development plan in place.
Undertake team inductions, pulse checks and performance reviews in line with company standards.
Support the CDT to ensure that all current and potential customers, reading from scripts that describe needs, benefits, features and a competitive spin, in order to persuade potential customers to book with Hilton Hotels.
Plan, implement and attend networking functions as deemed appropriate by the Head of HWS GCM.
To perform any tasks of a reasonable nature as required and requested by the Head of HWS GCM.
Coordinate client or market surveys in order to obtain information about potential customers.
Ensure monthly 1:1’s are conducted with executives as appropriate to accomplish goals.
Influence the movement of sales people around the team and between hotels/functions/regions.
Drive team performance through clearly focusing effort through objectives and targets.
Recruit, train, direct and monitor the team to conduct sales calls professionally and systematically
Ensure that performance is reviewed on a regular basis, recognizing and celebrating success and refocusing efforts where targets are missed.
Address performance issues in a supportive, timely and decisive manner.
Ensure that all people in the team are trained and equipped to excel in their roles.
Ensure that all sales people have clear and appropriate targets for revenue generated, appointments conducted and accounts retained and acquired.
Provide sales advice, guidance and direction to the team, communicating regularly and monitoring performance in a thorough and timely manner.
Ensure the team presents a cohesive, structure approach to their work and maximizes profit potential, whilst effectively applying Hilton processes and systems.
A Sales Supervisor, CDT serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Leadership and management skills
- Practical working experience within sales
- Strong analytical, communication, organization, training, people management skills
- Able to work accurately and effectively under pressure
- Motivated and motivational
- Report writing
- Active Listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking with clarity and good oral expression
- Written word ability to communicate through scripts to customers.
- Managing one’s own time and the ability to concentrate on a task over a period of time without being distracted.
- Influencing – the ability to influence the decision making of others
- Resilience – demonstrates an ability to maintain a positive outlook
- Using computers and computer systems to record and manage data
- Close – demonstrates a strong focus on closing the deal
- Sustainability
- Recognise Hilton's environmental responsibility and commitment in working towards a sustainable future.
- Perform all duties in accordance with Hilton's environmental policies and projects
- Team Management
- Develop team and individual skills and performance to the highest possible level
- Ensure regular communication meetings are held within the Sales team.
- Implement a training plan within Sales to develop all personnel to their full potential
- Ensure the Job Skills Checklist (JSC) is followed for all new Sales team members
- Ensure training records are kept updated and planned training completed
- Ensure annual appraisals are conducted with all team members as means of motivation and development
- Communicate with the Commercial Directors key developments of the department
- Actively develop team members’ skills and performance through coaching and training
- Ensure communication between Sales and all other areas of the hotel is professional, efficient and thorough
- 3-5years related experience
- 2+years management or supervisory experience
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Hospitality industry experience preferred in Sales
- In-depth knowledge of business sector manage
- International experience advantageous
- Bachelor's Degree
- 5-7 years of related experience
- 2+years management or supervisory experience
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!
