Sales Services Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Located just two blocks from Waikiki Beach with many of the guest rooms featuring walk-out patios overlooking the ocean or city. The hotel is also located next to the International Market Place-- a dining and shopping destination in the heart of Honolulu featuring 75 retail shops and outdoor seating at seven signature restaurants. And for the guest who'd rather stay in, the Hilton Garden Inn Waikiki Beach is home to two restaurants, a marketplace, and a stunning outdoor pool.

Hilton Garden Inn Waikiki Beach

The Sales Services Manager is responsible for servicing and supervising assigned group business after it is booked by the sales department, and through completion of the event or function, while maintaining profitable operations and high quality products and service levels. He/she is expected to market ideas to promote business Reduce employee turnover Maintain revenue and payroll budgets and meet budgeted productivity while keeping quality consistently high. The Sales Services Manager is also responsible for acting as a liaison between client, operating departments and F&B caterers to ensure a successful meetings and events to generate repeat business.

Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Answer telephone and email messages. Respond accordingly.
• Attend meeting and take minutes.
• Responsible for the smooth operation of the office.
• Assist in copying/faxing/mailing.
• Maintain a central purchase order system for office supplies.
• Handle complaints/questions/special requests from hotel guests.
• Handle guest complaints.
• Handle VIP room reservations as requested
• Coordinate all hotel travel arrangements for sales trips and annual meetings.
• Maintain files on Giveaway Requests and certificates donated or sold.
• Conduct weekly departmental meeting for operations
• Review and respond to all timesheet edits, payroll corrections, etc.
• Ensure that bulk ad business reply mail permits are current and that mass mailings are conducted in a cost effective manner.
• Review all outgoing mail.
• Maintain trace files.
• Order office supplies.
• Manage existing files and create new ones as needed.
• Process and Follow up on all turnovers within 24 hours via telephone and within 3 days with written correspondence.
• Know meeting room setups and capabilities.
• Know sleeping room configurations and types.
• Respond to requests by Meeting Planners immediately.
• Use the Partnership Agreement to meet client needs.
• Have comprehensive knowledge of all operational departments within the hotel guest services, reservations, housekeeping, audio visual, switchboard, accounting, restaurants, bars, and engineering.
• Interact with outside planners, vendors for event setup.
• Maintain pricing integrity and propose menus for clients.
• Create, review and revise Banquet Event Orders, Floor Plans and Group Resumes according to established protocols.
• Plan and manage internal and/or external Pre-Event meetings as required.
• Route BEO's, Floor Plans and Group Resumes in a timely manner.
• Facilitate BEO & Group Resume Meetings
• Manage the Delphi or function book, and adjust space in order to ensure maximum revenue potential.
• Assist with physical event set-up as needed
• Coordinate with reservations, review and revise rooming lists and VIP lists.
• Create Invoice and process payment via CeloPay.
• Process Hilton Honors Meeting Planner Points
• Process Hilton Fast Pay Commissions
• Prepare and submit required reports in a timely manner.
• Finalize event billing and complete post-event communication, including post-event meetings as required.
• Manage existing accounts and follow up with client re-solicitation to capture future business.
• Coordinate catered food & beverage and keep them informed of F&B issues as they arise.
• Manage the function book and adjust space in order to ensure maximum potential revenue.
• Be visible on the floor and assist at group, VIP check-in and as needed during functions.
• Be involved in and/or conduct departmental and hotel training (One-to-One Training, etc.)
• Plan and execute holiday and special events in conjunction with the GM and Sales Team.
• Use feedback from Meeting Planner evaluations to improve service and quality.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Education & Experience:

• At least 5 years of progressive experience in hotel or a related field; or a 2-year college degree and at least 3 years of related, hotel experience.
• Must be proficient in Windows, Delphi, OnQ, CeloPay; Company approved spreadsheets and word processing.
• Must have knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations.

Physical requirements:

• Flexible and long hours sometimes required.
• Weekends and Holidays sometimes required.
• Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• Extensive knowledge of all hotel departments
• Ability to interact effectively - verbally and written - with all levels of hotel guest, staff and management in an attentive, friendly, courteous and service oriented manner.
• Ability to excel in a fast-paced environment
• Self-confident, proactive, and able to prioritize and make effective decisions
• Must be able to multitask and prioritize departmental functions to meet deadlines
• Maintain a warm and friendly demeanor at all times.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problem as necessary.Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.