To develop, implement, maximise, monitor and evaluate the hotel’s Marketing Strategy (goals, tactics and actions) to achieve and exceed forecasted revenue figures in Rooms, Food and Beverage, and all other revenue generating departments.
To ensure Marketing activities are aligned with the Corporate Marketing Strategy and Hotel Actions have been implemented where appropriate.
To represent the Marketing function on the hotel's Leadership Committee.
To position the hotel in the local marketplace through appropriate sales and marketing initiatives and to ensure the hotel products and services align with the positioning and brand promise created through marketing communications.
To oversee the preparation and update of individual Departmental Operations Manuals.
To conduct regular divisional communications meetings and ensure departmental briefings and meetings are effective and conducted as necessary.
To monitor that all hotel Associates deliver the brand promise and provide exceptional guest service at all times, providing positive and constructive feedback as necessary to the respective Head of Department.
To ensure Sales and Marketing Associates also provide excellent service to internal customers in other departments as appropriate.
To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.
To maximise Associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business and expectations of the guests.
To coordinate preparation of the Annual Business Plan.
To strategically analyse business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
To proactively manage all the marketing resources and funds, and control departmental costs, working through the respective Heads of Department as appropriate.
To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
Sales & Marketing
To manage all hotel brand contacts including all sales and marketing communications, to enforce and maintain the hotel’s brand positioning and concept outlined in the hotel’s Annual Business Plan.
To prepare, utilise and update an Annual Marketing Plan, delegated as necessary by division and/or department.
To oversee all sales strategy, tactic, and action implementations, complying with the Smart Selling approach, in order to create a strong and disciplined Sales Team who achieve their sales goals.
To implement the strategic marketing process, maximising the available marketing system in order to make sound decisions.
To constantly monitor and evaluate local, national and international market trends, and the competitor hotels’ and restaurants’ initiatives, in order to make sure the hotel’s marketing and operations remain competitive and cutting edge.
To manage integrated marketing communications, including hotel advertising, promotions, collateral, and e-marketing, making sure that they are targeted, effective in producing a reasonable ROI, within budget, and comply with Hyatt’s brand standards, policies and procedures.
To oversee marketing communications, e-marketing, and public relations activities to support the objectives outlined in the Annual Marketing Plan.
To manage weekly yield meetings and monthly strategic meetings to develop and adjust marketing strategies and short term pricing and channel tactics.
To be aware of community, business, political and social factors that may affect the hotel’s financial performance.
To review the reports and analysis compiled by the Revenue Manager / Revenue Analyst, and discuss strategies, opportunities and threats within the division, and with the relevant Heads of Department.
To ensure the best use is made of technology and business intelligence tools, and that data is clean.
To direct and coordinate all marketing activities and to communicate these activities throughout the hotel.
To work with operational departments based on the results of the Consumer Audit and to support appropriate changes.
To work closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
To make sure Marketing Associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
To review and evaluate the effectiveness of marketing activities and adjust as necessary to achieve or exceed the objectives as outlined in the Annual Marketing Plan.
To ensure all contracts signed by or on behalf of the Sales and Marketing Department follow the established hotel policies and procedures.
§ 支持落实人本品牌, 示范并加强凯悦价值观和文化特性。
Supports the implementation of “The People Brand”, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
To oversee and assist in the recruitment and selection of all Sales and Marketing Associates. To make sure that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their Associates.
To oversee the punctuality and appearance of all Sales and Marketing Associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
To maximise the effectiveness of Heads of Department by developing each individuals’ skills and abilities through the appropriate training, coaching, and/or mentoring.
To conduct annual Performance Development Discussions with Heads of Department and to support them in their professional development goals. To ensure that they in turn conduct annual Performance Development Discussions with their Associates.
To ensure each Head of Department plans and implements effective training programmes, including Smart Selling Courses, for their Associates in coordination with the Learning and Development Manager and their Departmental Trainers.
To encourage Associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
To ensure all Associates have a complete understanding of and adhere to Associate rules and regulations.
To ensure Associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
To feedback the results of the Associate Engagement Survey and to ensure relevant changes are implemented.
To oversee the implementation and ongoing monitoring of Personal Business Plans for all Sales Associates.
To maintain strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations.
To respond to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
To read the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
To attend training sessions and meetings as and when required.
To carry out any other reasonable duties and responsibilities as assigned.
Timely and correctly handle the hotel crisis public relations, to ensure that the hotel and brand is not adversely affected