Director of Sales and Marketing - Shangri-La Pudong

Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands nested in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe and Africa.

Regarded as one of the world's finest hotel ownership and management companies, Shangri-La is dedicated to delight guests around the world with legendary service, finely tuned from over 45 years of hospitality from the heart. We have an affinity with Asian travelers and we offer them a gateway to the rest of the world, positioning us a leading brand in luxury hospitality.

As an enviable employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues, to best in class leadership development, you can be sure that potential is identified and nurtured throughout your career.

Job Summary:

The Director of Sales & Marketing is responsible for all hotel sales and marketing functions, the relationship and coordination between the hotel Marketing Division and Shangri-la Resorts and Hotels Group Marketing team, and to maximize total hotel revenue market share and optimize profit return.

Responsibilities

Activities

1. Marketing Planning

Lead and direct the Marketing programs and activities of the hotel.

1. Sales Functions

• Develop, implement and keep current the Marketing Plan, Events Management Process Manual, and Reservations Manual
• Maintain awareness of current and future competitor’s product, pricing and Marketing programs so as to proactively respond to market conditions
• Establishes and maintains accurate forecasting procedures
• Establishes priorities and objectives for all Sales and Marketing programs, monitoring functions and adjusting resources as deemed necessary so as to develop marketing leadership and optional productivity
• Implement Marketing policies and procedures of the hotel and of Shangri-La Resorts and Hotels

• Stays current with the needs of the market, competitive initiatives and the effectiveness of our programs such as Golden Circle, Value Rate, etc. through regular involvement with key accounts.
• Personally handles key accounts in each of the hotel's major contributing market segments.
• Actively gets involve with sales solicitation of major accounts.
• Assist the members of the Sales team and other departments in securing business for all revenue generating centers.
• Conducts monthly account reviews with the Sales team.
• Drives Outbound Cross-Selling activities of the hotel.
• Drives the Global Signature Program as property level.

Responsibilities

Activities

1. Organization / Personnel

Administers career development for Marketing personnel

1. Administration

Manages the Marketing process

• Staff the hotel Marketing division and assure proper delegation of authority to execute programs as outlined in the Marketing Plan.
• Establishes position descriptions, specifications and performance standards (PDR) for all Marketing Division personnel within Shangri-La Resorts and Hotels guidelines.
• With guidance of the VPSM, recruit, hire and lead Marketing personnel and maintain semi-annual evaluation of their performance.
• Establish and implement training programs to improve performance and effectiveness of Marketing personnel as guided by SLIM.

• Direct and coordinate the activities of the sales, event management, reservations and communication staff to maximize revenues.
• Develop effective office organization and procedures to support the Marketing efforts.
• Maintain accurate tracking of business sources and pattern to facilitate analysis of situations and development of plans.
• Set objectives for, guide and manage the provision of advertising, publicity and promotional services called for in the Marketing Plan.
• Prepare and administer the Marketing budget and execute programs within the limits as outlined in the Profit Plan.
• To create a working relationship that emphasizes a high degree of professionalism and openness of inter-departmental communications and understanding.

Responsibilities

Activities

1. Communications

Builds and promotes effective communication and teamwork

1. Guiding Principles

• To prioritize marketing support according to prevailing and anticipated market conditions by allocating resources and funds against areas which will provide the hotel with the most efficient revenue performance.
• Together with the DOS, Reservations Manager and Director of Events Management, regularly reviews all reports and use them as basis for developing strategies to address current and future market conditions.
• Conduct regular sales and marketing meetings.
• Conduct regular yield meetings.

• Builds positive working relationships with all departments of the hotel, assure understanding of Marketing programs and the wants, need and expectations of customers/guests.
• Maintain active communication with and builds teamwork amongst sales, events management, communications and reservations personnel so as to achieve commitment to the overall Marketing objective of the hotel, and their role in achieving them.
• Maintains positive communications with corporate sales offices, central reservations, other Shangri-La properties, and Corporate Marketing resources.
• Develop open communication and close rapport with General Manager and the VPM.

• Conduct day to day business and internal/external relations on the basis of the Guiding Principles and a good example to all hotel staff.

Responsibilities

Activities

1. Human Resources

1. Staff Selection and Placement

1. Staff Productivity

1. Performance Appraisal

1. Staff Discipline

1. Training

• Make the final decision on hiring matters for the Marketing division.
• Responsible for final decision on staff movements; in the case of managerial movements, discusses with the General Manager and other members of Executive Committee as may be needed by the situation.

• Proactively looks for ways to maximize staff output without compromising standards.

• Set performance targets for all staff at the start of the performance period.
• Monitor staff performance through documented output and ensures these are considered in the documented appraisal process.
• Conduct appraisal sessions for supervised staff and formally documents performance for the period using official forms.

• Ensure adherence to Hotel procedures, rules and regulations.
• Immediately communicates changes in standards to appropriate staff, and ensure adherence.

• Ensure the proper induction of new staff into the division.
• Ensure proper training is given to all staff.
• Determine the training needs for the division, considering inputs from the department heads.
• Ensure records management for all marketing training.

Responsibilities

Activities

1. Meetings

1. Others

1. Lost and Found

1. Emergency Response

1. Guest Complaints

• Attends daily briefing and update all involved on the meeting, on current human resources issues and concerns, as well as action plans.
• Attend Weekly Operations meetings with EXCOM and Department Heads.
• Attend the Executive Committee meetings as scheduled by the GM/RM:

* Participates in discussion, decision making and review/formulation of policy matters and strategies for the hotel.

• Ensures implementation of the Lost and Found policies and procedures in the Marketing Division.
• Inform the Duty Manager and/or Security Department if valuables are left in the open. Follow standard procedures in handling this and similar situations at all times.

• Possess full knowledge of emergency
• Ensure that all staff are aware of emergency procedures at all times.
• Participate in reviewing departmental responsibilities in case of emergencies.
• Respond to Emergency Calls, as may be required.
• Ensure adherence to the Crisis Management policies and procedures in applicable situations.

• Ensure that all staff are aware of guidelines governing complaints handling.
• Encourage staff to make decisions at customer contact, and ensure staff is aware of the responsibility and established authority limits at all times.

Responsibilities

Activities

1. Others

1. General Duties

1. Care of equipment

1. Training & Employee Activities

1. Grooming & Hygiene

1. Attendance

• Personally attends to all guest complaints immediately and initiates immediate resolution.

• Performs other duties as may be required by management from time to time.

• Ensure proper maintenance of equipment in the area of assignment.
• Ensure timely reporting of malfunction or maintenance deficiencies to appropriate area.

• Attend scheduled training activities
• Participate actively in company-initiated employee activities.

• Adhere to specified hygiene and personal appearance standards of the Hotel.

• Adhere to set procedures for attendance and timekeeping.