Senior Manager, Sales Operations

Senior Manager, Sales Operations

The Senior Manager, Sales Operations will focus exclusively on enabling the sales team to achieve and exceed revenue targets across the cluster's hotel, F&B, shows, and attractions. This role is distinctly sales-driven, designing actionable tactics, tools, and processes to empower frontline sales teams, refine the sales pipeline, and convert high-value opportunities. He/she will work closely with the Director of Sales, as well as cross-functional teams, to ensure alignment with business objectives, while leveraging data-driven insights to identify opportunities for growth, improve guest engagement, and maximize overall profitability.

Primary Responsibilities

Sales-Focused Planning for Hotels, Attraction

• Develop sales playbooks with clear tactics for priority segments
• Create account segmentation strategies to guide sales teams in targeting high-potential clients (e.g., tiered trade accounts, luxury travel agencies).
• Collaborate with sales leaders to set short-term revenue targets (90–180 days) and define resource needs.
• Collaborate with the Director of Sales to create long-term strategic plans aligned with business goals and market trends.
• Design cross-selling and up-selling strategies to maximize revenue potential across resorts.
• Optimize pricing and inventory strategies to minimize intra-cluster competition and maximize market penetration.
• Leverage guest segmentation data to develop tailored offers, promotions, and experiences to drive incremental revenue.

Sales Operations & Process Optimization

• Audit and refine the end-to-end sales process, from lead generation to post-booking follow-up, to reduce friction and accelerate conversions.
• Implement CRM workflows tailored to sales team needs
• Analyze sales performance data across all revenue channels to identify trends, opportunities, and areas for improvement.
• Benchmark against regional competitors and global hospitality trends to refine the cluster's unique value proposition.
• Monitor and evaluate the success of campaigns, promotions, and revenue initiatives, adjusting strategies as needed.
• Act as a liaison between business units within the cluster to ensure consistency and best practices are shared.
• Explore and recommend innovative tools, platforms, and processes to enhance sales and operational efficiency.
• Build client-facing sales collateral that highlight unique selling points (USP) of all no-gaming offerings

Sales Performance Management & Governance

• Prepare detailed reports on sales performance, market trends, and guest insights for the Director of Sales and senior leadership.
• Provide actionable recommendations based on data analysis to optimize revenue streams and improve performance across resorts.
• Use key performance indicators (KPIs) to measure the impact of strategies and ensure accountability.
• Track sales-specific KPIs: Lead-to-close ratio, average deal size, pipeline velocity, upsell penetration.
• Conduct post-campaign analysis to refine future strategies
• Adhere to and act in accordance with all established policies and procedures of the Company.

Key Performance Indicators

• Cluster-wide revenue growth across hotels, F&B, shows, and attractions.
• Achievement of occupancy, ADR, RevPAR, and ticket sales targets.
• Success of cross-selling and bundled package initiatives.
• Customer satisfaction scores and repeat guest rates.
• ROI on marketing and promotional campaigns.

Qualifications

Experience

• Minimum of 5–7 years of experience in strategic sales, revenue management, or business development within the hospitality, entertainment, or integrated resort industry.
• Proven track record of driving revenue growth and developing successful sales strategies across multiple business units or locations.

Education

• Bachelor's degree in Business Administration, Hospitality Management, Marketing, or a related field (MBA or equivalent preferred).

Skills/Competencies

• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
• Excellent leadership, communication, and interpersonal skills to work effectively with cross-functional teams.
• Proficiency in CRM systems, revenue management tools, and data analysis platforms (e.g., Excel, Tableau, or Power BI).
• Ability to think creatively and strategically while maintaining a results-oriented focus.
• Strong organizational skills and the ability to manage multiple projects and deadlines simultaneously.

Knowledge

• In-depth understanding of the hospitality and entertainment industries, including hotel operations, F&B sales, and event ticketing.
• Familiarity with pricing strategies, revenue management principles, and customer segmentation.
• Knowledge of emerging trends, technologies, and best practices in integrated resort sales and marketing.

Core Competencies:

• Strategic Thinking: Ability to balance long-term planning with immediate priorities.
• Collaboration: Works effectively across teams and departments to achieve shared goals.
• Data-Driven Decision-Making: Uses insights and analytics to inform strategies and actions.
• Innovation: Continuously seeks new ideas and solutions to improve processes and outcomes.
• Customer Focus: Prioritizes guest satisfaction and designs strategies to enhance the customer experience.