Director of Sales & Guest Services
Job Description
General Overview
The Sales & Guest Services Department is responsible for operating the company's sales and customer service engines. The Director of Sales and Guest services is a key leadership role rooted in revenue optimization and providing exceptional hospitality experiences to Heirloom's potential and confirmed guests.
As of June 2024: Shifting frequently
Department is currently staffed by: 4 US based middle managers/shift supervisors, 6 guest concierges (on site).
~8-10 international contractor call center agents.
Current run rate is ~$40M annually, transacting between $3.0M-$4.5M/month. Completing 30-60+ booking transactions per day.
Essential Functions
Sales
Identify and process qualified leads
and manage the sales pipeline - coach sales representatives on new product offerings and sales strategy
Design and implement innovative sales strategies to respond to evolving consumer needs
Work collaboratively with marketing to lead the expansion of our sales channel footprint
Collaborate with pricing and analytics Dept. to provide customer insights, relay booking trends with the intent to optimize pricing strategy
Ongoing: Revise, refine, and develop our standard operating procedure for lead generating, management, and response.
Set sales department goals and define KPIs that align with company values and revenue goals
Guest Experience
Develop process and use technology to create exceptional hospitality experiences for our guests
Ensure all guest interactions embody Heirloom's mission, values, brand, and policies.
Lead interdepartmental collaboration between guest services and on site property operations
Lead the expansion, daily operations, and long term development of the guest concierge program
Final point of escalation for all guest issues: claims, cancellations, refunds, disputes - confidently solve complex problems while maintaining customer satisfaction and controlling costs.
Ongoing: Revise, refine, and develop our standard operating procedure for communication, case management, and response.
Team Management & Department Administration
Lead the department and guide their activities.
Responsible for recruiting, onboarding, and training new team members: manage schedule, training curriculum, and resource planning.
Administer sales and customer experience commission plans
Hours approval for hourly members of department
Manage phone system
Develop, track, and manage key performance indicators for individual and team performance
Create and implement ongoing professional development and training opportunities
Lead weekly departmental meetings and conduct weekly individual meetings with team
Be curious about how Heirloom can use technology to improve our operations and service offerings
Account Management
Lead relationships with key software and platform partners: VRBO, Airbnb, Guesty, etc.
Interact with external stakeholders (management clients, partners, and investors) to answer questions about their property's reservation & revenue history
Provide calendar insight, when needed
Requisites:
3-5 years experience managing:
A high volume inbound call center with sales and customer service functionality.
A team composed of remote and in-person members, including international contractors
Escalated conversations with consumers
Strong critical thinking and negotiation skills: able to use data to inform decision making
Strong coaching and leadership skills, proven track record of influencing and motivating a high performing team.
Tech literacy: comfortable using cloud-based digital platforms to perform all job functions: reservation management software (Guesty), payment processing (Stripe), and GSuite products.
Exceptional interpersonal, customer service, problem-solving, verbal, and written communication skills. Remains composed under pressure.
While performing the duties of this role the employee is regularly required to speak with customers and frequently sit, stand, and walk.
The employee must review text, read small
print, use computers, enter text or data into computer and cloud based systems.
Schedule & Compensation
While we will prioritize candidates based in or willing to relocate to Heirloom's office in New Orleans, LA, we are open to considering remote candidates with 5 years of experience in a similar role in the transient lodging industry. While this is not a travel intensive role, remote candidates would be expected to travel with more frequency than candidates based in one of Heirloom's primary markets - will discuss on a case-by-case basis.
This is a salaried role with eligibility for benefits (medical/dental/vision insurance, 401k, PTO,
employee stays at Heirloom properties). In addition to a base salary, this role is eligible for additional performance based compensation.
The department director's working hours align with regular business hours. Due to the nature of the business and role, the department director should expect to manage some incoming escalations between and outside of regular business hours. The department operates 365 days a year. Call center shift coverage schedule is:
Sun-Weds: 8:00 am - 3:00 am CST
Thurs-Sat: 8:00 am - 4:00 am CST
Following the initial training period, During the first 4-6 months of employment, there will be some scheduled nights and weekend work required for the new manager to establish themselves. Additionally, the Director can expect to do more domestic travel during the initial onboarding period to gain familiarity with Heirloom's product and markets. The initial training and travel schedule will be determined in collaboration with the employee at the outset of employment.
The ideal candidate will be responsible for overseeing the Sales teams' operations and strategies. By researching market trends and conducting competitor analysis, you will develop and implement sales strategies.
Responsibilities
Develop and implement sales strategies
Prepare operational and financial sales department reports
Oversee the management, learning, and career development of the sales team
Directly coordinate cross-selling and joint marketing initiatives to maximize exposure and profitability
Qualifications
Bachelor's degree or equivalent experience
3+ years' of sales leadership experience
5+ years' of experience in sales
Strong leadership skills
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