Job Description

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction : All Team Members work together to contribute to great guest satisfaction scores.
• Recovery : Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Sales Manager, Role Specific Duties and Expectations

The Sales Manager will be responsible for the sales and revenue generating efforts with emphasis attaining the hotel goals of maximum revenue and profit while providing the guest with the highest level of quality service.

Other   Responsibilities:

• Meet or exceed pre-determined booking goals for guest room revenue
• Meet or exceed budgeted costs and revenue on a monthly average with the liberty to negotiate with supervision on individual groups within established guidelines yet maintaining the overall revenue goals
• Responsible for prompt handling (within the business day) of inquiry calls and monitoring the efficient flow of paperwork relative to confirming group details to the client
• Play major role in business development and market demands and easily adapting to new strategies based on market conditions
• Compile lists of prospective clients for use as sales leads based on information from the internet, business directories and other sources
• Make in-person sales calls to potential clients at their place of business on a regular basis
• Entertain potential clients on site as determined by management
• Utilize qualified account reports as appropriate during sales visits with potential clients
• Monitor pricing, service levels, facilities and group activities at competitive facilities to ensure the hotel remains in a competitive position
• Evaluate a potential piece of business for profitability and overall benefit to the hotel by utilizing various reports along with the guidance of management
• Complete coordination of the Sales group functions; accurate and timely preparation of detailed Sales Contracts and Group Resumes as necessary to ensure a common quality understanding of what the client is to receive in terms of products and services
• Follow up on the progress of groups booked, such as room night pick up, rooming lists, cut off dates, etc. to ensure maximum occupancy
• Follow up on bookings and solicit repeat business
• Participate in RFP process for the hotel
• Meet and greet client upon arrival as well as visit with client daily when in-house
• Obtain, detail, document, and route all necessary information on definite groups including billing information, credit application, rooming list, and VIP Arrangements
• Develop new business through obtaining accounts from competition, lateral development of existing accounts and contacting new customers in the market
• Coordinate and participate in monthly sales blitzes
• Maintain and develop 3rd party group booking sites
• Assist in maintaining digital marketing, social media campaigns, and website initiatives to promote the hotel

SECTION THREE: Qualifications & Requirements

Qualifications: 

• Bachelor's or Associates degree is preferred.
• Work Experience: Sales experience in hospitality or in a related field. Professionally well connected in local market.
• Must have a positive attitude and willingness to learn.
• Sales experience in hospitality or in a related field.
• Possess highly developed verbal & written communication skills.
• Ability to influence others, negotiate, provide friendly service and possess professional selling skills .

Must be able to work independently and simultaneously manage multiple tasks. Must have attention to detail, meet deadlines and demonstrate strong organization and presentation skills.

Physical Working Demands & Working Environment:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.   While performing the duties of this job, the employee is regularly required to:

• Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
• Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
• Inspect and visually observe details at close range (within a few feet) and from long range.
• Frequently walking around the property to give tours of the building.

The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers). Some travel may be required to meet with prospective and current clients.

Language and Reasoning Skills:  To perform the duties of this job, an individual must be able to:

• Read, write, understand and communicate with others effectively using the English language.
• Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. 
• Ability to speak effectively in English before groups such as customers or employees.
• Read and interpret business records and statistical reports in English.

Additionally:

Position Overview

The Proactive Sales Manager is responsible for driving revenue across assigned market segments by cultivating strong client relationships, uncovering new business opportunities, and strategically managing accounts to maximize bookings. This role is focused on identifying clients with true conversion potential—those likely to actualize room nights and events—rather than transactional outreach.

The ideal candidate is a self-starter who thrives on developing customized solutions, maintaining a proactive pipeline, and consistently exceeding revenue goals.

Key Responsibilities

Account Maintenance – 20%

Maintain, grow, and optimize existing accounts through strategic relationship management, regular touchpoints, and tailored offers to increase share of wallet and loyalty.

Appointments & Outside Sales Calls – 10%

Conduct high-impact, scheduled appointments (on-site and virtual) with key decision-makers to build meaningful partnerships and uncover revenue opportunities.

Site Visits – 3 per week

Plan and execute all bookings highly personalized to client needs, creating experiences that drive conversion to a rebook.

Prospecting/Tele-Prospecting – 25-30 activities per week

Generate new leads by identifying companies and organizations with strong booking potential, focusing on quality over quantity. No "driving the neighborhood" – instead, target accounts with real probability of producing measurable bookings.

Develop strategic account plans and maintain a disciplined sales pipeline that aligns with Hilton standards.

Collaborate with revenue and marketing teams to develop targeted offers, seasonal promotions, and business development campaigns.

Represent Hilton Blue Lagoon at tradeshows, networking events, and local business events (as needed).

Maintain accurate and up-to-date records of all sales activities in Delphi (or other CRM tools).

Prepare weekly and monthly sales reports showcasing performance against goals, highlighting wins, gaps, and strategic next steps.

Required Skills & Qualifications

Experience:

Minimum of 2-3 years of hotel sales experience (Hilton, Marriott, or other major brands preferred).

Proven track record of proactively generating new business in both Corporate Transient and Group (or two assigned segments).

Technical Skills:

Proficiency in Delphi.fdc (or similar CRM), Microsoft Office Suite, and data analysis tools.

Ability to review and interpret market data to target bookings with the highest conversion potential.

Core Competencies:

Strong understanding of business travel dynamics, corporate, and group booking cycles.

Exceptional negotiation, presentation, and closing skills.

Ability to develop strategic account plans and execute with precision.

Must be metrics-driven with strong organizational and time-management skills.

A consultative sales mindset—focused on quality client engagement rather than “activity for activity’s sake.”

Education:

Bachelor’s degree in hospitality, business, or related field preferred (or equivalent experience).

Performance Expectations

Minimum of 25-30 prospecting/tele-prospecting activities per week, excluding appointments and site visits.

3 personalized site visits per week, focused on clients with the highest potential for conversion.

Maintain a balanced mix of account maintenance (20%) and new business development (80%).

Achieve quarterly and annual revenue goals for assigned market segments.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.  Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position.   This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities .
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named  one of  Fast Company ’s 10 Most Innovative Travel Companies of 2020 .
• MCR is a three-time recipient of the  Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, and a recipient of the  Hilton Legacy Award for Top Performer .
• For the TWA Hotel at New York’s JFK Airport, MCR won the  Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/What’s in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

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