Sales Operations Manager

3 weeks ago

London, Greater London, United Kingdom Frasers Hospitality Full time
Position: Sales Operations Manager, Frasers Hospitality - Maternity Cover (9-month Fixed Term Contract)

Frasers Hospitality, part of the Frasers Property Group, stands as a premier name in the global hospitality sector. Renowned for our exceptional serviced apartments and hotel residences, we pride ourselves on delivering unparalleled hospitality across various regions including Asia, Australia, Europe, the Middle East, and Africa. Our brand embodies a global presence with a welcoming atmosphere, uniting our team through shared values of collaboration, authenticity, respect, and innovation. We are committed to nurturing talent from within, fostering a culture that emphasizes continuous learning and professional development.

With a portfolio of 7 properties in the UK, including Fraser Suites, Fraser Place, and Fraser Residence, as well as Park International Hotel, we offer strategically located accommodations in major cities, ensuring a luxurious experience for both business and leisure travelers. Our offerings cater to both short and extended stays, providing comfort and elegance.

We are seeking a Sales Operations Manager to oversee the Reservations Sales team in our London offices during a maternity cover period. This role is pivotal in cultivating a sales-driven environment and maintaining the high service standards our guests expect. The ideal candidate will be a proactive and strategic thinker, capable of challenging conventional practices and fostering a robust sales culture. The reservations team plays a crucial role in ensuring that every booking is attended to and every opportunity is maximized.

Key Responsibilities:
  • Achieve P&L targets across all revenue streams and cost categories associated with the Central Sales Office (CSO).
  • Ensure the objectives of the CSO function are met.
  • Manage shift patterns within the Sales Centre's operational hours, ensuring adequate supervisory and management coverage.
  • Oversee call volume fluctuations, ensuring appropriate resources are allocated effectively.
  • Collaborate with Group Distribution, Sales, and Revenue Directors to support focus hotels in alignment with business priorities.
  • Act as the primary liaison for General Managers and hotel teams to address concerns and mitigate potential business risks.
  • Supervise the Reservations Supervisors.
  • Encourage Sales Agents to build relationships with guests, enhancing the brand's market presence.
  • Maintain responsibility for all Standard Operating Procedures (SOPs) and Policies & Procedures (P&Ps) related to Reservations Services, ensuring regular reviews for relevance and effectiveness.
  • Facilitate ongoing communication with hotels to ensure cohesive teamwork in achieving objectives and overcoming challenges.
  • Ensure effective telephony operations, managing the setup of lines and numbers for guest interactions.
  • Disseminate leads for new clients to relevant sales managers for profiling and future engagement.
  • Maintain regular communication with central and property teams to share key updates and best practices.
  • Work closely with Operations Directors and General Managers to ensure consistent delivery of services.
  • Share guest feedback to promote learning from errors and adapt offerings based on feedback, trends, and client needs.
  • Develop strong interdepartmental relationships to ensure guest expectations are met while fostering a positive sales culture within hotels.
  • Innovate by seeking new opportunities and enhancing operational efficiency for customer benefit.
Qualifications:
  • Demonstrated experience in managing a dynamic sales and call center environment.
  • Commercial acumen in budget preparation and monthly P&L analysis.
  • Proven success in cultivating a sales-oriented culture within a sales or contact center.
  • Familiarity with HMS, Opera, and Zonal systems is advantageous.
  • Exceptional communication skills, both verbal and written.
  • Management experience within the travel sector, preferably in hotels or hospitality venues.
  • Proficiency in an additional European language is a plus.
  • Strong command of Microsoft Office applications.

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