Sales Supervisor, Customer Development Team
Hilton - Regional Office - Greater China and Mongolia
Shanghai, Shanghai, China

JOB DESCRIPTION The Hilton portfolio of hotels is comprised of 18 industry leading and world-class brands, spanning more than 100 countries.

In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Signia, Curio Collection, DoubleTree, Tapestry Collection, Embassy Suites, Tempo, Motto, Hilton Garden Inn, Hampton, Tru, Homewood Suites, Home2 Suites and Hilton Grand Vacations.

In Asia Pacific, the company has over 300 trading hotels and nearly 500 under development.

The Sales Supervisor, Customer Development Team - Greater China and Mongolia is responsible for driving effectiveness and efficiency of the Customer Development Team (CDT) for Greater China.

The CDT is responsible for developing business opportunities with small to medium-sized corporate accounts through the approach of tele sales.

These business opportunities include independent travel (through the Local Business Program), group business, F&B, etc. CDT’s business scope is not limited to China and it covers APAC and other related international hotels.

The Sales Supervisor will be reporting to and be in consultation with the Head of Hilton Worldwide Sales (HWS) GCM to develop the annual KPI for the CDT team and working with the team to achieve these targets.

This role will implement the Local Business Program and other business development tasks. The Sales Supervisor will need to possess strong team management to develop a highly engaged and high-performing team.

What will I be doing?

As Sales Supervisor, Customer Development Team - Greater China and Mongolia, you will be responsible for performing the following tasks to the highest standards :

Sales Activities

  • Contact businesses or individuals by telephone and email as supplied by the CDT team and / or the Delphi system for all non-managed accounts in order to discuss business needs and to explore further opportunities e.
  • g. meetings and events.

  • Maintain a call pattern with non-managed accounts on a quarterly basis or more.
  • Progress non-managed accounts to managed accounts once identified production levels are achieved and meets the appropriate qualifications.
  • Gather and report on market intelligence on a regular basis and feedback to Head of HWS GCM to assist in growing Hilton Greater China’s market position.
  • Transfer as appropriate phone calls and email queries from customers to the relevant contact in the hotel for any accounts that have progressed to managed .
  • Call current and potential customers, reading from a script that describes needs, benefits, features and a competitive spin, in order to persuade potential customers to book with Hilton Hotels.
  • Explain products, services and prices, answering questions from customers.
  • Record names, addresses, purchases and reactions of prospects contacted in Delphi to the agreed standard.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Call or write letters to respond to correspondence from customers and follow up with initial sales contacts.
  • Maintain records of contacts, accounts and orders in Delphi to its standards.
  • Provide the appropriate level of customer service to ensure that guests’ needs or concerns are addressed in a timely manner.
  • Be well-versed with all aspects of Hilton’s portfolio of hotels throughout Greater China and Mongolia.
  • Planning and Organizing Activities

  • Develop Annual KPIs for the CDT in consultation with the Head of HWS GCM.
  • Lead the CDT to ensure that all KPIs are achieved as outlined by Head of HWS GCM on a quarterly basis.
  • Responsible for working with the Finance team to collect commission from hotels and ensure that the commission collected can cover the team’s costs.
  • Develop budgets and incentive targets for the CDT in consultation with the Head of HWS GCM.
  • Report monthly to Commercial Directors on production of accounts and activities being undertaken to ensure delivery of plan revenues.
  • Collect account lists from hotels and external resources on a regular basis, working with the team to qualify and enroll these accounts.
  • Communicate with hotels on a regular basis to conduct trainings, collect account lists, share production reports and answer questions.
  • Compile and submit to the Head of HWS GCM, monthly reports that accurately reflect previous month’s activities and planned activities for the upcoming month.
  • Attend and drive regular communication meetings with the CDT.
  • Ensure the CDT undertakes regular training and each team member has a personalized development plan in place.
  • Undertake team inductions, pulse checks and performance reviews in line with company standards.
  • Plan, implement and attend networking functions as deemed appropriate by the Head of HWS GCM.
  • Perform reasonable tasks as required and requested by the Head of HWS GCM.
  • Coordinate client or market surveys in order to obtain information about potential customers.
  • People Activities

  • Ensure monthly 1 : 1 is conducted with executives to accomplish goals.
  • Influence the movement of salespeople around the team and between hotels, functions and regions.
  • Drive team performance through clearly focused efforts, objectives and targets.
  • Recruit, train, direct and monitor the team to conduct sales calls professionally and systematically.
  • Ensure that performance is reviewed on a regular basis, recognizing and celebrating success as well as refocusing efforts where targets are missed.
  • Address performance issues in a supportive, timely and decisive manner.
  • Ensure that all team members are trained and equipped to excel in their roles.
  • Ensure that all salespeople have clear and appropriate targets for generating revenue, conducting appointments and accounts retained and acquired.
  • Provide sales advice, guidance and direction to the team, communicating regularly and monitoring performance in a thorough and timely manner.
  • Ensure the team presents a cohesive, structured approach to their work and maximize profit potential whilst effectively applying Hilton processes and systems.
  • What are we looking for?

    A Sales Supervisor, Customer Development Team - Greater China and Mongolia serving Hilton brands is always working on behalf of our Guests and with other Team Members.

    To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow :

  • 3-5 years of related experience
  • 2+ years of management or supervisory experience
  • Practical working experience in Sales
  • Strong analytical, communication, organization, training, people management, leadership and management skills
  • Able to work effectively under pressure
  • Motivated and able to motivate others
  • Proficient in report writing
  • Good listener who gives full attention to what others are saying, takes time to understand the points being made and ask questions when appropriate
  • Strong communication and presentation skills
  • Able to communicate to customers through scripts
  • Good time management and focus
  • Able to influence the decision making of others
  • Maintains a positive outlook
  • Proficient in Microsoft Word and Excel
  • Focused on closing deals
  • Recognize Hilton's environmental responsibility and commitment in working towards a sustainable future
  • Perform all duties in accordance with Hilton's environmental policies and projects
  • Develop skills and performance to the highest possible level
  • Hold regular communication meetings held within the Sales team
  • Implement a training plan within the Sales team to develop team members to their full potential
  • Ensure that the Job Skills Checklist (JSC) is followed for all new Sales team members
  • Ensure training records are kept updated and planned training completed
  • Conduct annual appraisals with all team members for their development and to motivate them
  • Communicate key developments of the department with the Commercial Director
  • Actively develop team members’ skills and performance through coaching and training
  • Ensure communication between Sales and all other areas of the hotel is professional, efficient and thorough
  • It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :

  • Possess a Bachelor's Degree
  • 5-7 years of related experience
  • Hospitality industry experience in Sales
  • In-depth knowledge of business sector management
  • International experience
  • What will it be like to work for Hilton?

    Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.

    For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value.

    Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.

    And, our amazing Team Members are at the heart of it all!


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