Understanding Market Opportunities & Driving Revenue

· Targets group/catering accounts, markets, or segments with heavy emphasis on proactive solicitation and account saturation.

· Partners with group/catering counterpart to effectively manage the business opportunity.

· Responds to incoming group/catering opportunities for the property

· Identifies, qualifies and solicits new group/catering business to achieve personal and each property’s revenue goals.

· Focuses efforts on group/catering accounts with significant potential sales revenue.

· Develops effective group/catering sales plans and actions.

· Designs, develops and sells creative catered events.

· Maximizes revenue by upselling packages and creative food and beverage.

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

· Closes the best opportunities for each property based on market conditions and individual property needs.

· Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.

Providing Exceptional Customer Service

· Handles complex business with significant revenue potential as well as significant customer expectations.

· Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.

· Develops relationships within community to strengthen and expand customer base for group/catering sales opportunities.

· Supports brand’s Service and Relationship Strategy, driving customer loyalty by delivering service excellence throughout each customer experience.

· Provides excellent customer service in order to grow share of the account.

· Executes brand’s Customer Service Standards and property Brand Standards.

· Executes and supports the business Customer Service Standards and property Brand Standards.

· Participates in and practices daily service basics of the brand.

· Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring 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, while building a relationship and loyalty to the property and brand.

· Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution both prior to, and during the program/event.

Building Successful Relationships

· Works collaboratively with off-property sales channels (e.g.,



Event Booking Center, Market Sales, Global Sales, Strategic Accounts) to ensure sales efforts are coordinated, complementary and not duplicative.

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

· Uses sales resources and administrative/support staff.

Additional Responsibilities

· Utilises intranet for resources and information.

· Conducts site inspections.

· Creates contracts as required.

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

Management Competencies

Leadership

· Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

· Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

· Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

· Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

· Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.

· Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

· Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

· Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

· Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.





· Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the chance to contribute to their full potential.

Generating Talent and Organizational Capability

· Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.

· Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

· Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

· Business Acumen - Understands and utilizes business information to manage everyday operations.

· Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

o Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

o Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.

o Sales Implementations - Driving and supporting the implementation of sales strategies and systems; seeking and taking appropriate actions on feedback; taking responsibility for implementation success.

· Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Additional Responsibilities

· Meet the grooming standards of the hotel as set out in the Associate Handbook.

· Maintain company confidentiality, ensuring that business dealings within the organization are not discussed with outside parties.

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

📌 Account Director - Group & Catering, Multi Property (Melbourne)
🏢 Sheraton Melbourne
📍 Melbourne