Service Manager - Tour & Travel (NE) - Full-time

Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a consider it done spirit to work.In return, you'll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change?Take the initiative.Enjoy the Rewards.



JOB SUMMARY

Provides logistical and tactical support to all Tour and Travel Sales groups that book with the hotel. Maintains effective communication with the Hotel operaions teams to coordinate all needs of Tour Group guests. Responsible for the “convention services” aspect of all leisure groups. Act as liaison between sales and all operation departments to ensure a memorable and problem free guest experience. Coordinates logistics for arrival and departure of busses, provides guest rooms keys, tickets to events, and collects payments required from each tour group. Develops strategic relationships with key segment buyers with the purpose of penetrating and growing local market share and driving revenue to the property. Drives customer loyalty by delivering service excellence through each customer experience.

CANDIDATE PROFILE

Education and Experience

Required:

& High school diploma or GED; 2 years experience in the sales and marketing, guest services, front desk, or related professional area.

OR

& 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; no work experience required.

Preferred:

& Tour & Travel Industry Sales experience.

& Previous experience in sales attraction, hotel and desination marketing.

CORE WORK ACTIVITIES

Managing Sales Activities

& Provides logistical and tactical support to all Tour and Travel Sales groups that book with the hotel.

& Coordinates logistics for arrival and departure of busses, provides guest rooms keys, tickets to events, and collects payments required from each tour group.

& Responsible for the “convention services” aspect of all leisure groups.

& Responsible for all tour group follow-up such as; rooming list changes, coupons for food and beverage outlets, ticketing, block space in sales systems for any catering needs, and maintain the relationship with the client once the sale has been made.

& Provides Tour Escort letters with hotel guidelines, tentative schedule of events, paying particular attention to contractual obligations.

& Monitors contract cut-off dates, deposit due dates and full payment of groups prior to arrival.

& Prepares Group Resume for leisure groups after consultation with client and all appropriate information gathering stages have taken place such as: walking the property and going over all details of the program on and off site with the client.

& Meet and Greet all Trou and Travel Leisure Groups, meet with escort to distribute key packets, coupons and event tickets. Provide staff for guided tours through the resort daily at scheduled times. Escort tour groups to their rooms

& Offer additional sales assistance to Leisure Group Sales team where needed, such as coordinating Gaylord hosted events such as FAMS (Familiarization Tours), creating promotions, attending tradeshows, and participation in sales missions.

& Assists Tour and Travel Leisure Group Sales team in continual training and coordination and wherever else is needed.

& Acts as a utility person that can effectively function in the office and out of the office, as a sales representative but in the dual role as a service manager specializing in the Leisure Group market.

& Execute the sales and marketing plan and strategies as set forth by the Director. Follow rate guidelines in order to maximize the fullest revenue potential and to utilized dates and space for the hotel and attraction products that best meet/exceed all revenue projections for the Department and the Hotel.

& Responsible for soliciting and re-soliciting leaisure business through various efforts (telemarketing, mailings, referrals, networking, trade shows, leads, ect.).

& Ensure appropriate follow up and coordination takes place between client and Gaylord entities.

& Complete all reports as required (pre/post trip reports, expense reports, follow-up reports, ect.). Monitor individual production and activity weekly reports to effect changes as needed in coding of assigned clients and market base.

& Ensure accurate account information into all sales systmes including room blocks, group history, rate updates and correspondence records.

& Presents property benefits and features based on customers needs.

& Identifies, qualifies, and solicits new business and leisure business to achieve personal and property revenue goals.

& Understands the overall market - competitors' strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.

& Uses sales resources and administrative/support staff effectively.

& Assists with site inspections, as needed.

& Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).

& Performs other duties, as assigned, to meet business needs.

Building Successful Relationships

& Acts as liaison between sales and all operation departments to ensure a memorable and problem free guest experience.

& Maintains effective communication with the Hotel operaions teams to coordinate all needs of Tour Group guests.

& Develops and manages relationships with key buyers that drive business to the local market; optimizes, shares, and grows the leisure segment.

& Effectively communicate and coordinate with all Hotel departments and attractions to ensure successful completion of Group's experience.

& Coordinates the warm welcome of tour and travel guests.

& Works collaboratively with off-property sales channels to establish coordinated sales efforts that are complementary and not duplicative.

& Builds and strengthens relationships with existing and new customers to enable future bookings (e.g., sales calls, entertainment, FAM trips, trade shows, etc.).

& Develops relationships within community to strengthen and expand customer base for sales opportunities.

& Manages and develops relationships with key internal and external stakeholders.

& Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and establishing 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.