OverviewUniversity of British Columbia Sales and Service Manager Full Time in Vancouver, BC
University of British Columbia
Branch Vancouver BC CA
Sales and Service Manager
Plans and executes local trade shows, and client events. Responsible for executing and implementing sales strategies to achieve goals and targets….
Responsible for developing new business while also managing existing clients. Prospects, solicits, develops, negotiates and closes conference and group business. Manages events and services including booking facilities, assisting clients with schedule planning, coordinating facility and function services, coordinating registration services, and overseeing onsite logistics. Ensures clients’ needs are met through active communication, excellent service etiquette and team leadership.
Reports to the Director, Groups/Conferences, takes direction from other senior managers, works closely with the Housestaff Coordinator, and works collegially with other departmental managers and staff. Work as part of a team and is responsible for a portfolio of clients to achieve goals and ensure consistent and high level of service to all clients. Interacts regularly with other UBC departmental staff, faculty, clients, guests, and internal and external suppliers.
Works flexible hours and organizes work to meet client needs often under tight deadlines due to the demands of simultaneous short and long term sales and service activity. Frequently works sitting at a computer and conversing via telephone. During summer months often works weekends and long days to prepare for and oversee on site logistics of events. Occasionally required to travel, work at tradeshow booths and/or make presentations to groups. Responds to off hour phone calls to troubleshoot client events.
1. Responsible for developing new business while managing existing clients. Manages relationships with clients from sales to service. Specifically, prospects and secures new and returning clients and manages contracts up to and including service delivery.
2. Evaluates client requirements, prepares formal proposal that includes event related services, facilities and equipment, and presents to clients. Conducts site tours for potential clients showing rooms, function spaces, and facilities on campus, ensures that clients are aware of all relevant policies and procedures and resource information.
3. Assists in the development of strategies to meet sales goals with the Directors Groups and Conferences and senior management team. Responsible for executing and implementing sales strategies to achieve goals and targets.
4. Prepares contracts, negotiates designated terms, sends/collects contracts, and confirms group bookings in writing and in a timely manner. Ensures that clients receive relevant documentation and that contracts are accurate and signed.
5. Solicits, develops, negotiates and closes bookings through sales calls, lead follow-ups, emails and telephone contacts. Plans and executes local trade shows, and client events.
6. Develops and makes presentations to prospective clients promotes facilities, accommodation, catering and services.
7. Research, identifies and solicits potential clients including identifying and contacting local hosts to persuade them to host their event at UBC.
8. Coordinates promotional and appreciation events for staff and clients. Works with SHHS Communications and Marketing team as required.
9. Responsible for coordinating logistics for clients including booking services, meeting space, miscellaneous facilities, equipment and furniture; booking/managing group accommodation; distributing pertinent information to stakeholders.
10. Oversees on-site conference logistics and attends key client functions. Troubleshoots problems and authorizes/implements corrective measures including the resolution of client concerns and disputes.
11. Calculates charges according to contracts, prepares pre-payment invoice, sends to client and pursues late payments; prepares post event summary of charges for accounts receivable, reviews transaction/account status, and ensures that UBC’s financial exposure is within acceptable parameters.
12. Manages delegate registration and the registration desk, prepares financial and statistical reports, approves printed/digital publications, and authorizes all account transactions.
13. Maintains detailed client profiles, function details and communication records.
14. Performs other related duties as required.
Reports directly to the Director, Groups/Conferences. Works in close partnership with the management team and takes direction from other senior managers. Works independently under minimal direction within constraints of policies and guidelines.
Provides indirect supervision to House staff, Sales employees and registration staff.
Consequence of Error/Judgement
Failure to provide accurate, timely information may reduce client satisfaction, result in rejected proposals, jeopardize the success of a client’s event, reduce revenue, and/or damage the University’s reputation. Failure to deliver services as agreed, lack of initiative or poor performance may result in litigation with financial and legal consequences and jeopardize the reputation and future revenues of the C&A. Poor communication skills, poor implementation of goals to meet sales targets and untimely follow-up of leads can result in lost business revenue. Inappropriate behavior or lack of interpersonal acumen may hurt relationship with clients, suppliers or industry partners.
Two year diploma in Hotel Management, Hospitality, Tourism, or Event Management. University degree preferred. Minimum of three years experience or the equivalent combination of education and experience. Blend of relevant courses and progressive on-the-job training an asset. Extensive knowledge of the meetings, tourism and hospitality industry preferred.
Skills & Knowledge:
Strong aptitude and ability to use Microsoft Office based software and ability to learn new software and hardware applications such as EBMS and Opera.
Effective oral, written communication and business presentation skills required.
Excellent interpersonal, problem solving, planning, customer-service and organization skills.
Proven experience in prospecting and seeking out new business for the tourism and hospitality industry.
Experience in fostering relationships and working cooperatively with staff teams, clients and suppliers.
Demonstrated project management experience. Ability to plan and work independently and meet deadlines with a high degree of accuracy.
Ability to multi-task, prioritizes, lead, work independently and be extremely flexible as needed.
Must be professional and have the ability to interact with management, colleagues, faculty and clients.
UBC hires on the basis of merit and is strongly committed to equity and diversity within its community. We especially welcome applications from visible minority group members, women, Aboriginal persons, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.
Employment Type: Full Time
Location: Vancouver, BC, CA
Posted on: 2016-10-31