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Hilton Garden Inn Denver South Park Meadows Area

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

Happy Guests
Spotless Cleanliness
Product Consistency & Quality
Teamwork

Duties and Expectations

1. Happy Guests

Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
Events: Awareness and support for all groups and events at the hotel.
Technology: Understanding of relevant technology for each role.
Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Teamwork

Communication: Communication between Team Members should be clear, honest, and professional.
Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Sales Director, Role Specific Duties and Expectations

The Director of Sales will be responsible for the following:

Meeting and Exceeding Group Booking Goals
Increase Average Daily Rate and Occupancy Growth
Growing Market Share on Annual Basis
Revenue Maximization and Expense Control
Sales and/or Events Department Oversight
Maintain Client Relationships & Networking

Other Duties and Responsibilities:

1. Meeting and Exceeding Group Booking Goals

Proactively develop quantifiable action plans and conduct site inspections.

2. Increase Average Daily Rate and Occupancy Growth

Develop and execute strategic plans in support of achieving optimal occupancy and ADR growth.

3.Growing Market Share on Annual Basis

Coordinate with revenue and pricing team to focus on building pipelines for key dates and soft periods.
Secures new business and demonstrates the ability to be proactive.

4. Revenue Maximization and Expense Control

Maximize total revenues and control expenses to meet and exceed hotel profitability objectives.

5. Sales and/or Events Department Oversight

Oversee operations of the hotel sales function including sales, follow-up and sales administration.
Execute and support the operational aspects of business booked, including generating proposals, writing contracts and customer correspondence.

6. Oversee the event management of group bookings and ensure seamless on-property experience with friendly service for all contracted customers. Carries out the MCR standard to have a clean, spotless, well-organized and safe hotel at all times.

Need to receive great guest satisfaction scores.

7. Maintain Client Relationships & Networking

Build and maintain professional and active relationships with clients, third-party meeting planners, referral sites, and other key sources as lead generators.
Maintain strong visibility in local community and industry organizations by positively representing the hotel on site visits, trade shows, and sales calls.
Attend any meetings and any other functions required by the hotel or management, even outside typical office hours.

SECTION THREE: Qualifications & Requirements

Qualifications:

Bachelor’s or Associate’s Degree Preferred.
Work Experience: Previous supervisory experience preferred. Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments preferred.
Must have a positive attitude and willingness to learn.
Possess highly developed verbal & written communication skills.
Ability to influence others, negotiate, provide friendly service and possess professional selling skills.
Must be able to work independently and simultaneously manage multiple tasks.
Must have attention to detail, meet deadlines and demonstrate strong organization and presentation skills.

Physical Working Demands & Working Environment:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to:

Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Inspect and visually observe details at close range (within a few feet) and from long range.

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