The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Scope of Position

The Groups Sales Manager is responsible to quote for the Groups of assigned territory. Group Sales Manager is responsible to execute segment strategy applicable to assigned territory of his/her responsibility. Furthermore, negotiation and maximization of all group business opportunities from respective territory to meet objectives and contribute to overall hotel sales performance and strategy.

Reporting Line/s

The Groups Sales Manager will report directly to the Director of Group Sales.

Duties and responsibilities

• To evaluate, respond and negotiate all group leads within specified time limits (maximum of 24hrs response time) and to company best practices, in order to make sure all client needs are met and the hotel is presented in the best possible terms to materialize group business.
• To establish and maintain effective working relations both within the department and with other departments. 
• To attend selected functions and events indicated by Director of Group Sales or Director of Commerce.
• Organize and conduct sales appointments / sales calls. 
• Organize and conduct training sessions and presentations for clients.    
• To be informed of any market information including changing market conditions and trends in competition. To review, analyse, adapt, and implement these findings with the Director of Group Sales, potentially taking action to implement counteractions / programs together with the Sales team stay relevant in a very competitive market.
• To maintain and develop relationships with all key industry decision-makers such as; DMCs/Corporate Events Manager/Travel Advisors, agencies and any party with Group potential.
• To organize, coordinate and conduct familiarization trips and hotel site inspections for the Group segment.
• To maximize sales activities to ensure occupancy, rate and yield objectives are achieved in accordance with group sales plan and goals.
• To achieve budgeted room nights and average group rate targets in keeping with the annual budget and sales plan for groups, tour series and incentive business.
• To effectively administrate and co-ordinate all group bedroom bookings until handover is made to the Coordinator.
• To maximize sales for other hotel revenue generating departments (Food and Beverage, SPA, transportation, etc.).
• To effectively manage a portfolio of key accounts through planned sales activities, maximizing account potential in terms of rate and/or room-nights in accordance with overall and specific Group Sales strategies.
• To work in conjunction with Commercial Department Coordinator and Group Director to load in Delphi-SF (account profiles, new contacts, group quotations, group status, contract details, billing arrangements and deposit requirements, etc.) and make sure all data is accurate and updated.
• To maintain a high level of exposure for the hotel in the major marketing areas through direct sales solicitation, telephone and written communications. Prospecting, focusing on the development of new business.
• To have full knowledge of overall hotel product and hotel’s primary competition.
• To work closely with MO Sales offices to be updated on market changes, share best practices, market intelligence, reports and revision of pipeline, follow up on existing and potential group business and ensure goals are achieved.
• To be informed of any upcoming projects or developments (estimated opening dates) of Mandarin Oriental Hotel Group.  

Communication

• Coordinate quarterly (or when needed) Group and hotel updates (news, offers, packages, etc.) to clients and partners.
• To participate in partner’s and RSOs marketing activities such us; targeted newsletters and any other opportunities to penetrate your market.
• Ensure all Group presentations, directories, capacity sheets, Cvent and other possible OnLine RFP portals, are up to date.  

Industry partners relationships

• Drive and build relationships with commercial related partners such as industry associations and other key industry players.
• Co-host events, exposure actions, and collaborations with the above organizations ensuring no preference is given to any supplier. 

Reporting, Systems and Automated related activities

• To fully utilize Delphi - Salesforce and other MOHG standard computer software that is applicable, or systems that are applicable.  
• To strictly follow Delphi Best practices.
• To ensure applicable reports are supplied, supervised and correct.
• To ensure all meetings with clients are logged in Salesforce (or applicable system in place) and accounts, contacts, bookings, and any client related activities are tracked and kept up to date.  
• To run and keep Delphi reports up to date (lost business report, Account production, market segment, territory, and other relevant analysis).
• Work closely with team to ensure the Sales assigned target is met monthly, quarterly, and annually. 
• Analyse and follow-up your market productions, current or future, decrease or potential based on reports.

Health and Safety

 To be aware of, and comply with, safe working practices as laid down under the Health and Safety legislation and Company H & S Manual, as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• To wear any appropriate protective clothing provided by or recommended by the Hotel.
• To report any defects in the building, plant, or equipment according to the Hotel procedures.
• To ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
• To attend any training deemed appropriate by the Company concerning Health & Safety.

Success Profile for this role

Humility

Can get things done quietly without unnecessary noise. Quickly admits flaws and mistakes, is modest and self-effacing, and is authentic. Is careful to make others comfortable; helps them save face in difficult situations. Maximises the contribution of others, encouraging and respecting the expression of viewpoints from all concerned.

Self-development

Actively seeking new ways to grow and be challenged using both formal and informal development channels. Shows personal commitment and takes action to continuously improve, making the most of available development resources. Accepts assignments that broaden capabilities. Learns from new experiences, from others and from structured learning.

Being resilient

Rebounding from setbacks and adversity when facing difficult situations. Is composed and confident under pressure and does not become defensive or irritated when times are tough. Manages crises effectively and is a settling influence in a crisis. Maintains a positive attitude despite adversity and learns from hardships and negative experiences.

Customer focus

Building strong customer relationships (both colleagues and guests) and delivering customer centric solutions. Gains insight into customer needs (or preferences) and identifies opportunities that benefit the customer. Builds and delivers solutions that meet and exceed customer expectations. Upholds and drives our LQEs, championing our Fans of M.O. program and supports the company initiatives to ensure continuous improvement of our LQEs.

Drives results

Consistently achieving results, even under tough circumstances. Has a strong bottom-line orientation, consistently a top performer. Persists in accomplishing objectives despite obstacles and setbacks. Pushes self and helps others achieve results.

Plans and aligns

Planning and prioritising work to meet commitments aligned with organisational goals. Breaks down goals into appropriate initiatives and actions with relevant milestones and schedules. Anticipates and adjusts effective contingency plans. Can marshal resources (people, funding, material, support and time) to get things done; can orchestrate multiple activities at once to accomplish a goal.

Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about and role models, the MOHG SOPs, Pillars and LQEs.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives. Represents own interests while being fair to others and their areas and credits others for their contributions and accomplishments. Partners with others to get work done, motivates, gains trust and supports others. Picks up on interpersonal and group dynamics and relates well to all kinds of people, up, down, and sideways, inside and outside the organisation.

Develops talent

Developing people to meet both their career goals and the organisation's goals. Places a high priority on developing others through coaching, feedback, exposure and stretch assignments, encouraging people to accept developmental moves. Uses PROFILE/Performance Discussions for Line Colleagues and HiPo Tracks effectively for talent management and development. Is a people builder and a motivator.

Mandarin Oriental reserves the right to add, delete, change or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time, with appropriate notice.