Sales Training Manager

Contract Type - Permanent
40 hours per week

Employment Type - Full Time

GLH Central Support Office

Sales & Systems Training Manager – Reservations, Groups, Meetings & Events GLH Hotels has recently centralised its Reservations Sales Team, creating a newly formed contact centre based at The Tower Hotel and are looking for two experienced dynamic Training Managers to join the team and drive the learning and development strategy. These pivotal roles will span not only our Reservation Contact Centre but also support the wider training and development of our Hotel based Groups, Meetings & Events sales teams whilst also acting as a conduit between the Hotel and Central Offices. Responsible for delivering training to over 100 colleagues across our commercial functions we are looking for experienced leaders in learning and development to deliver engaging and inspiring sales and systems training.

The Role

To drive and maintain a sales hungry culture, focused on coaching and personal development across the RSC and on property commercial teams


To increase revenue conversion performance through the upskilling and development of our people in both ability and confidence


To ensure that each part of the customer journey handled through the RSC is managed effectively and inline with company and departmental standards


To drive high employee engagement through blended learning focused on both business and team member personal objectives


To ensure customer expectations are consistently exceeded through pro-active sales and service techniques


To be accountable for the delivery of all training required to equip the team covering, Systems, Sales, Process, Health & Safety etc Key Responsibilities and Duties


To create, implement and regularly review all training material delivered to the RSC and Hotel teams ensuring fit for purpose and up to date


To be confident in delivering all types of training and coaching across various aspects of the commercial function relating to but not limited to Reservations, Groups, Meetings & Events.


To be able to deliver training across all levels, Team Members, Team Leaders, Managers, etc
To work in collaboration with the Head of Learning & Development in ensuring training standards are in line with companywide best practice


To identify the roadmap for training each area of the business ensuring the delivery is focused on the total customer journey


To produce training material that can be delivered both in a classroom environment and used for bitesize refresher sessions


To ensure each team member has a very clearly defined development plan focused on both company and personal objectives


Produce monthly summary report for the RSC Senior Team on training completed / future training planned, key observations and recommendations


To regularly feedback to the Senior Team on key observations from training interactions ensuring any poor performance is addressed


To ensure all training completed is measured for success / understanding


To ensure SOP’s are implemented and in place for each area of the business and specifically by each individual team and regularly updated/refreshed as required


To create and implement a structured onboarding / learning programme for new starters ensuring key core training is delivered, measured and followed up prior to sign-off


What we look for

PERSON SPECIFICATION

  • Highly Guest Focussed with a passion for great service and a drive for guest satisfaction Empathetic and able to build relationships
  • An open personality who is relaxed and natural in their interactions
  • Accurate with good attention to detail
  • Able to create a positive first impression and be an ambassador for the brand and glh
  • Can demonstrate commercial awareness within the context of their role

What's in it for you?

  • Competitive starting salary and Holiday entitlement
  • Discounted hotel rates for yourself and your family across glh. portfolio of hotels.
  • A huge range of online benefits which allows you to claim discounts and cash back with thousands of different retailers and service providers
  • The opportunity to work within an organisation committed to personal and career development
  • Pension and Healthcare schemes
  • Uniform (where applicable) and meals on duty