Senior Sales Manager - Groups & MICE

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras London

St. Pancras London is a five-star hotel that fuses Victorian elegance with contemporary luxury. It is home to 38 opulent Chambers Suites and 207 stylish guestrooms, offering refined comfort with modern amenities. Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St. Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room. Ideally located beside St. Pancras International, the hotel is a gateway to memorable experiences in the heart of King’s Cross. From its Grand Staircase to its world-class service, St. Pancras London is more than a place to stay – it’s a place to belong, grow and be part of something extraordinary.

JOB SUMMARY

The Senior Sales Manager - Groups and Mice is responsible for proactively soliciting and managing business within Groups and The MICE segment to achieve revenue goals and maximize profitability for the hotel. As a senior member of the commercial team, the position leads the implementation of the brand’s sales strategy and applicable brand initiatives across all aspects of the sales process under the leadership of the Director of Sales. The Senior Groups Manager develops and maintains long-term, value-based customer relationships to achieve the hotel’s sales objectives. The role focuses on driving revenue within the MICE/ Groups segment, manage a profile of Corporate and Third parties in groups/conference and working collaboratively with internal departments and Marriott above-property sales teams to maximize revenue opportunities and ensure excellent service delivery.

The Senior Sales Manager Groups actively manages account production, identifies new business opportunities and works along side the events team and supports the hotel’s participation in Marriott sales channels including Market Sales Offices, Global Sales Organization (GSO), and electronic lead channels including utilization of Opera S & C and SFA.

CORE WORK ACTIVITIES

• Ensures that all proactive sales support, reactive sales & event management are given the correct information to ensure that they can carry out their roles effectively.


• Attends pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction. effectively responds to and handles guest problems and complaints.


• Reviews meeting planner results to understand level of guest satisfaction; continuously strives to improve service performance.


•  Supporting operational team with Lobby host and  Manager on Duty.


• Establish and maintain open, collaborative relationships with ambassadors and ensures ambassadors do the same within the team.


• Responds to incoming group/catering opportunities for the hotel that are outside parameters of the Event Booking Centre. Handles all opportunities for incentive business for the Hotel.


• Proactively identifies, qualifies and solicits new group/catering business to achieve personal and hotel revenue goals.


• Ensures that the correct contracts and administration are completed and filed in an orderly fashion, to give quick access to client information. Utilise Opera S&C and SFA to manage sales & account relationships, as well as group/banqueting bookings. Ensure that information is correct, up to date and the database is current.


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


• Works with the Revenue Management Team to ensure that correct tracking data is collected and recorded.


•  Focuses on building the unit’s top line revenue by proactively soliciting and managing group/catering related opportunities. Achieves individual and team sales goals to enable business success.


• The position will be targeted primarily to develop new business in the group/event segment for the existing year and to a great degree will be targeted to deliver contracted business for future years. Clear market responsibility, as well as targets based against the hotel’s budgets will ensure a focused approach. The targets will be based around revenue production in the following markets: Groups & Catering (banqueting)


• Ensures sales information provided to Event Management is accurate, complete and timely and enables units to meet or exceed guest expectations. Continuously focuses on improving guest satisfaction to create customer loyalty and increase market share.

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 that are outside parameters of the .

• Handles all opportunities if property does not participate in an EBC.

• 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’s Brand Standards.

• Executes and supports the business Customer Service Standards and property’s 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., , Market 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

• Utilizes 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).

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.


• Annual Performance Review pay adjustments.


• Complimentary gym and spa access.


• Free meals while at work.


• Dry-cleaning service availability for uniforms. 


• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.


• 20% discount at any of the St. Pancras outlets.


• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.


• Travel ticket season loan.


• Life Assurance Scheme


• Cycle to work scheme.


• Employee Assistance Programme access.


• Mental Health First Aiders within the team


• Comprehensive Training and Development programme participation.


• Awards and recognition celebrations, among many other benefits


• Outstanding Wellness program