ACCOUNT EXECUTIVE (MICE) – CAMPS BAY – WESTERN CAPE Full Time

MINIMUM REQUIREMENTS

EDUCATION:                               Grade 12 or equivalent

Diploma / degree in Business, Marketing, Hospitality Management, or a relevant discipline is preferred but not mandatory

EXPERIENCE:                               Minimum of 3 years’ experience in sales or business development, preferably within the hospitality industry or a related field.

Opera Experience and knowledge preferred.

Communications – must be a strong communicator in verbal and written forms.

Above average efficiency in Microsoft Excel.

Valid drivers’ licence & own roadworthy vehicle.

Competencies

GENERIC COMPETENCIES: 

Sales and Negotiation Skills: Ability to identify potential clients, build relationships, and effectively persuade and negotiate to close deals with trade agents.

Customer Relationship Management (CRM): Proficiency in using CRM software to manage and track interactions with trade agents, ensuring timely follow-ups and personalized service.

Industry Knowledge: Understanding of the hotel industry, market trends, competitor analysis, and the unique selling points of the groups’ offerings.

Product Knowledge: Thorough knowledge of CLIENT services, facilities, amenities, and room categories to effectively communicate the value proposition to trade agents.

Communication Skills: Strong verbal and written communication skills to convey information, respond to inquiries, and maintain professional correspondence with trade agents.

UNIQUE COMPETENCIES:

Hospitality Expertise: An understanding of the hospitality industry, including hotel operations, guest experience, and industry-specific challenges, allowing for more insightful and customised solutions for trade agents.

Revenue Management: Proficiency in understanding revenue management principles, allowing you to offer competitive pricing and negotiate rates that align with CLIENT’s revenue objectives.

Long Sales Cycle Management: Expertise in managing longer sales cycles typical of hotel sales, which require consistent nurturing and relationship-building over extended periods.

Destination Knowledge: Thorough knowledge of CLIENT hotel’s locations, nearby attractions, and local events to position the property as an ideal destination for trade agent clients.

Relationship-Based Selling: Emphasis on building long-term relationships with trade agents, going beyond transactional sales to become a trusted advisor and preferred partner.

DUTIES AND RESPONSIBILITIES

Product Knowledge:

• In-depth knowledge of the CLIENT hotels, facilities, services, amenities especially pertaining to CLIENT Trade products.
• Knowledge of Policies and Procedures.
• Stay updated on renovations, expansions, and upcoming enhancements to effectively communicate these updates to trade agents.
• Understand menu offerings at each property
• In-depth knowledge of Touch-Points at each property
• Sub Brands:
  • Basic details/terms of sub-brands within the client’s portfolio

Customer Service:

• Anticipate and exceed the expectations of trade agents, providing personalised attention and solutions to enhance their experience.
• Proactively follow up with trade agents after their guests’ stays or events, demonstrating a commitment to their satisfaction.
• Conduct training sessions and product presentations for trade partners to enhance their knowledge of CLIENT properties, services, and unique selling points.
• Provide updates on renovations and special promotions to trade partners to keep them informed and engaged.

Sales Strategy:

• Identify, target, establish, and maintain relationships with Trade Partners, including Travel Agencies, Tour Operators, PCO’s (Professional Conference Organizers), MICE (Meetings, Incentives, Conferences, and Exhibitions), Government entities, Production companies, and Corporate clients.
• Training of agents’ consultants on Client products at their premises.
• Achieve assigned sales targets by actively promoting CLIENT properties to trade partners, effectively positioning the properties as preferred choices for their clientele.
• Segment trade agents based on their potential value and prioritise sales efforts accordingly to maximize ROI.
• Develop tailored sales pitches and proposals that align with the unique needs and preferences of individual trade agents.

Key Account Management:

• Organise and host property visits and site inspections for key partners, showcasing CLIENT’s facilities and services.
• Collaborate with partners to create enticing packages and offers that drive bookings and revenue for CLIENT.
• Act as the main point of contact for key agents, addressing their concerns and ensuring their requirements are met.

Marketing:

• Collaborate with the marketing team to create collateral, such as brochures and presentations.
• Leverage social media platforms and digital marketing to engage agents and showcase CLIENT’s offerings to their audiences.
• Collaborate with the marketing team to ensure partners have access to relevant marketing materials and support for promotional activities.
• Participate in shows, industry events, and familiarization trips to strengthen relationships with partners and promote CLIENT properties effectively.
• Management of brochure contributions according to marketing strategy and budget
• Maintaining CLIENT Trade Instagram account as well as representing CLIENT on personal social media.

Customer Relations:

• Proactively engage with agents to understand their upcoming needs and align CLIENT’s offerings accordingly.
• Organise special appreciation events or personalised gestures for agents to strengthen relationships and foster loyalty.
• Maintain regular communication with partners to ensure strong working relationships and promptly address their needs and concerns.
• Assist in investigating and resolving customer complaints raised by partners, demonstrating commitment to their satisfaction.

Administration:

• Ensure accurate and up-to-date records of all account interactions, bookings, and agreements in the CRM system.
• Prepare contracts, addendums, and other documentation for account agreements, collaborating with legal teams as needed.
• Mailer distribution to database.

Product Development:

• Collaborate with CLIENT’s operations team to identify potential enhancements or new services that cater specifically to the needs of agents.
• Pilot and test new offerings with select agents to gather feedback before wider implementation.
• Support the creative thinking on development of new products and offerings.

Reporting:

• Generate detailed weekly, monthly and quarterly reports on agent performance, including revenue generated, room nights booked, and PET.
• Analyse sales data and trends to identify areas for improvement and recommend actionable strategies for higher sales performance.
• Prepare regular reports on sales performance, market trends, and competitor activities to present to the sales management team.
• Analyse sales data to identify successful strategies and areas for improvement, providing actionable insights to optimise sales efforts.

Other

• Able to work shifts – according to operational requirements (up to 2 Saturdays per month).
• The ideal candidate would need to be a team player and work well with colleagues in collaboration of monitoring email boxes and telephone lines.
• The candidate would not be a typical time watcher and would be eager to assist the department to achieve maximum efficiency.
• Maintenance and administration of the Sales CRM system.

REVIEW CRITERIA:

• Appearance
• Meeting targets &KPI’s
• Product knowledge
• Reporting
• Meeting deadlines
• Willingness to lead, take charge and offer direction
• Ability to multitask
• Attention to detail