Group Sales Manager- The Langham Pasadena

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride.

Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.

Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.

PRIMARY OBJECTIVE OF POSITION:

The ideal candidate for this position will have extensive prospecting skills, the ability to build loyal customer relationships and will have a keen business sense that will allow them to consistently meet and/or exceed room night and revenue goals within designated markets and territories (National Associations and Southeast).  Preferred experience in a luxury hotel where revenue goals were met.  Have an established knowledge of and excellent relationship within, the National Association Market.  Must have exceptional customer service skills, so as to be able to manage high level vertical accounts when required.  Have the ability to manage and balance travel demands while still addressing client and hotel expectations seamlessly. Ensure excellent response times and deadlines as set forth by Director of Group Sales. Demonstrate a strong work ethic and dedication to successful results. Ensure business being booked follows established booking guidelines including, but not limited to, group room allocations, preferred patterns, appropriate allocation of function space, and meeting Hotel expectations without conflicting with or displacing other business in the hotel.  Must lead by example and take on projects from the Director of Group Sales to assist in the development of Group Sales Managers and Administrative Assistants, as well as improving the overall performance of the Group Sales Department. Enliven The Langham Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed. The ability to build strong relationships with both the Operations team and the Sales team are very important attributes.

 

RESPONSIBILITIES AND JOB DUTIES:

Leadership

• Applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.
• Evaluates new and incremental business opportunities/promotions to maximize revenue for the hotel 
• Completes ROIs on new initiatives not previously budgeted
• Conducts disciplinary action if necessary
• Manages own travel expenses and expense reports within the budget parameters of the hotel
• Maintain complete knowledge of and comply with all hotel and departmental policies and procedures
• Attend departmental and hotel meetings as required
• Promote the financial success of hotel by ensuring all bookings are profitable for entire hotel
• Seeks new opportunities to generate revenue for the hotel

 

Building Relationships

• Eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives. 
• Manages relationships and lead processes for their designated GSOs and GSAa, Starcite and Helms Briscoe Contacts, CVBs; communicates hotel information, and ensure prompt and thorough response to inquiries
• Participates in The Langham Lead referral program.
• Always applies the principles of trust, honesty, respect, integrity and commitment
• Ensures daily line-ups occur and participates with the Group Sales Department in daily line up
• Attend other Department Line-ups to share Group Sales activity and solicit feedback for the Sales Team
• Promote positive relations with guests and employees
• Maintain good relationships with counterparts at competing hotels; promote all Langham Hotels whenever possible
• Ensure paperwork is processed to clients, other departments, etc., within a timely manner.  Complete all assigned paperwork within a timely manner
• Follow up with departments after Meeting Planner Survey

Managing Work Execution

• Proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.
• Consistently meets/exceeds personal room night and revenue production goals within stated guidelines 
• Manages completion of new projects as they arise
• Maintains complete knowledge of all hotel services/features and hours of operation
• Maintains complete knowledge of computer according to specifications
• Set up workstation with necessary supplies and resource materials; maintain cleanliness throughout shift.
• Handle guest complaints by following instant pacification procedures ensuring guest satisfaction
• Maintain high level of knowledge of Langham Hotels
• Maintain high level of knowledge of the competition's product
• Follow the strategies of the Marketing Plan, including travel for sales calls and trade shows 
• Meet solicitation and maintenance call requirements, make outside sales calls, handle all incoming inquiries
• Answer incoming phone calls in a pleasant manner, within two rings, using correct salutations and telephone etiquette
• Anticipate and respond to all customer needs within a timely manner, acknowledge all customers, however busy and whatever time of day
• Plan and prepare appointments for sales trips, follow-up in a timely manner
• Entertain customer in all outlets as necessary
• Always book "smart" in respect to patterns and parameters detailed in Delphi or as instructed by the Director of Revenue Management

Generating Talent

• Proactively identifies and develops talent within the organization
• Will be an active recruiter of potential team members
• Uses all available on the job training tools for employees; participates and conducts training when appropriate; ensures self and direct reports attend appropriate core training classes
• Manages employee progressive discipline procedures for areas of responsibility.  Ensures hotel policies are administered fairly and consistently.  Ensures disciplinary procedures and documentation are completed according to SOPs
• Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
• Actively solicits feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems and concerns.  Ensures employees are treated fairly and equitably.  Constantly strives to improve employee retention.  Brings issues to the attention of Human Resources as necessary
• Celebrates successes and publicly recognizes the contributions of team members

Organizational Learner

Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

• Enlivens the Langham Standards within the Sales Department and the hotel
• Attends different departmental Line-up meetings and communicates information to/from Sales Department 
• Voice concerns or opportunities to the Director of Group Sales on behalf of the Group Sales Team 
• Supports Public Relations’ initiatives 
• Supports Transient Sales business initiatives 

 

SPECIAL SKILLS REQUIRED:

• Excellent verbal and written English communication skills
• Ability to travel on sales trips out of town for multiple nights as event schedule and business opportunities dictate
• Computer literate in MS Word and Excel
• Computer literate with Delphi preferred 

EDUCATION REQUIRED:

• High School Diploma
• College degree (preferred)

EXPERIENCE REQUIRED:

• 3+ years of sales experience in the hospitality industry (Experience at a luxury hotel, AAA Five Diamond and/or Mobil Five Star, preferred)
• Proven track record of a consistent ability to meet/exceed sales goals
• Previous sales leadership experience preferred

 

SALARY RANGE:

$80,000 - $83,000, DOE

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an “at will” colleague. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/los-angeles/