CAREERS

The Sales Manager will be the main conduit for developing sales and retail branding across all departments of Cruz Bay Watersports (CBW), RED Hospitality & Leisure company. The scope of responsibilities will encompass, but not be limited to: building successful relationships which generate sales opportunities, managing all sales activities, using market trends and targeting customer information to maximize revenue, provide stellar service to our customers and hotel guests, and partner with all parts of the RED and CBW portfolio. This position is responsible for developing sales training for CBW, promoting and aligning all CBW products with associates knowledge, managing the Cruz Bay town outlet, researching, managing, ordering and communicating with retail vendors, managing and maintaining relationships with our hotel partners and other third party-vendors. All descriptions below are part of, but not limited to, the Sales Manager II position.

SALES ACTIVITIES 

• Direct customer inquiries and leads requests to the appropriate Sales Manager, responding in a timely manner to all leads.
• Works with Sales Managers and customers to align preferences with RED Brand needs and sales goals. Actively up-sells each opportunity, focusing on maximized revenue and customer satisfaction. ● Work with property management, sales managers, and Director of Sales (DOS) in generating both customer and RED Employee feedback on the sales and service process. Generate plans of action based on feedback, and work with the Director of Sales in approval and implementation.
• Work with the Directors of Sales in Identifying areas of growth and/or opportunity. Along with Director of Sales, generate and implement Plans of Action to meet and/or exceed RED revenue growth while driving brand strength and recognition and customer satisfaction and loyalty.
• Actively research and seek to understand the overall market. Be able to identify, report on, and action plan on competitors’ strengths and weaknesses, trends (economic and social), and supply and demand. Able to speak to selling with and against market trends.
• Seek out and identify potential repeat group business opportunities, while promoting and exceeding RED’s customer experience.
• Set target goals for sales based on monthly revenue projections, by direction and in partnership with the Director of Sales
• Monitor sales goals and adapt to market, travel, and occupancy trends.
• Partner with Social/ Marketing manager for all social media and vendor connections, ● sponsorships, and/or postings, to ensure quality control, compliance, and RED Brand Standards. ● Successfully create and maintain relationships with our Hotel partners to drive revenue, brand ● standards, and guest satisfaction.

PRIVATE CHARTER SALES 

• Manage and respond to all company email inquiries
• Lead contact and resource for private charter inquiries related to Cruz Bay/St John. ● Coordinate and contract group private charters originating Cruz Bay/St John.
• Assist in vetting and promoting vendors attached to the vendor program.
• Provide training and materials related to vendors for use in sales outlets.
• Maintain over 85% satisfaction in group survey scores.
• Responsible for on-going success of relationships with hotel partners.

SALES COLLATERAL 

• Contribute to the creation and updating of S&M collateral across all markets (DMC brochures, pricing sheets, photography repositories), to include Design Pickle. Manage budget for using a maximum additional 2-3 platforms, subject to DOS approval.
• Develop a RED training deck in Powerpoint or similar software, which can be used to pitch new hotels, vendors or to train new hires on CBWs product and service offerings.
• Schedule regular training periods with our partner resort departments, and consistently develop regularly updated branded marketing material.
• Assist with promotion of CBW products in all sales outlets
• Recommend upgrades and alterations in appearance to enhance our sales outlets
• Create and manage signage, video, still pictures for sales outlets.

RETAIL MANAGEMENT, PURCHASING, AND MERCHANDISING 

• Responsible for all aspects of the procurement chain for each business unit, including following up with and tracking vendors, backfilling out of stock orders and managing delivery logistics (delivery timelines, returns, new product testing), in coordination with Property Leadership.
• Responsible for inventory calculations, budgeting, orders, and delivery coordination of all retail and inventory. (Budgeting should be in partnership with Property Leadership).
• Maintain a minimum 25% margin on all Retail Operations.
• Establish retail design standards for all RED markets, in-store display standards and back of the house storage planning and procurement.
• Under the oversight of the DOS, create, distribute and maintain all Retail Design Standard of Procedures (SOPs) and Training Materials.
• Ideate, test and provide growth recommendation on initiatives such as onboard retail, online retail strategies, off-site retail.
• Selecting/refreshing, ordering and ensuring uniform compliance for RED.
• Create and maintain a repository of hotel partners, RED leadership and associate feedback on uniform comfort, maintenance, and care.
• Responsible for all aspects inventory management and requisition forms.

VENDOR RELATIONSHIP MANAGEMENT 

• Coordinate the returns and refunds of any and all returns, damaged goods and/or incorrect shipment, while troubleshooting the vendor return process.
• Responsible for verification and tracking of deliveries, with weekly and ad-hoc reporting to Operations and Finance Management teams.
• Research products for retail sale on the property outlets and manage RED and CBW branding across all property outlets.
• Develop and assess product lines for maximum revenue, and source and merchandise with vendors.
• Receive and allocate inventory to store locations.
• Manage Shopify upload of inventory.
• Manage monthly reconciliation of retail inventory, and assist Finance with requested inventory.
• counts from store locations.

RELATIONSHIP MANAGEMENT 

• Recruit, hire, train and manage the staff of the town booth. Responsible for all aspects of managing those positions, including onboarding, staff management, performance reviews and accountability and disciplinary actions.
• Provide support to DOS in management of all aspects of VIP reservations, bookings, and experience(s).
• Partner with all stakeholders in CBW operations, hotel partnerships, vendors, and third-party relationships to ensure satisfactory experiences and deliverables.

CANDIDATE PROFILE 

• Four (4) year degree at an accredited university, with a focus on Sales and Marketing, Business Administration, Data Analytics, or related professional field. Two (2) to four (4) years of sales experience is a plus, preferably in a luxury market.
• Systems Expert, specifically Microsoft Excel (V-Lookup Expertise Required). Data Analyst experience is a plus.
• Employment subject to all terms and conditions as set by RED Hospitality & Leisure, including – but not limited to- the RED Company Handbook, RED Travel Guidelines and SOPs, and RED Social Media & Marketing Policies.
• Compensation: Up to 10% yearly bonus, on salary.

“Exceptional Experiences by Exceptional People”. RED (Resort, Experience and Destination

Services) Hospitality and Leisure is a leading provider of vertically integrated resort services and

experiences, including watersports, beach, tour and activity and destination management services. Our organization specializes in providing critical guest-facing departments with subject matter experts, passionate associates, and dedicated management.

General Job Description:

The Property Director is the senior leader responsible for guest facing services delivered by RED.  The scope of responsibilities will include, but not be limited to: managing beach, sailing and activity staff, building and managing relationships with the hotel’s guidance committee, communicating with Ritz-Carlton Catering, assisting with retail inventory, payroll, scheduling, and staff training, as well as maintaining complete responsibility for the business unit’s employee performance, third party vendor relationships, guest satisfaction results and financial performance.

Job Responsibilities may include but are not limited to:

 Leadership

• Lead the management team (Property Operations, Beach Operations, Marine Operations) who report directly to this position
• Support and manage the following duties of the Marine Operations Manager:
  • Management of marina, preventative maintenance, asset management, the creation of all duty sheets and all operations standards, including training manuals
  • Accountable for captains completing pre-trip provisioning, preparation, vessel inspection, post-trip cleaning and resupply
• Support and manage the following duties of the Beach Operations Manager:
  • Organize and supervise daily operations, including delegation and management of beach attendant staff who deploy the non-motorized watersports equipment such as kayaks, SUPs, hobie cats and snorkeling equipment and facilitate the on-property sailing program
• Support and manage the following duties of the Property Operations Manager:
• Providing service and supervision at the Hotel Tour and Activity Concierge Desk
• Providing guests with area information and driving bookings for land and water based activities while managing the preferred vendor relationships

• Ensure all RED employee policies are being followed
• Foster a team environment
• Challenge and motivate staff to achieve sales, provide superior guest service and promote RED
• Be an expert at problem solving using proven methodologies

Finance and Accounting

• Manage labor and expenses for the department
• Ensure monthly billing accuracy and deliver monthly reconciliation/audit of all financial statements, including direct booking revenue for motorized and nonmotorized watersports, third party revenue and retail revenue
• Participate in the development of annual budgets

Human Resources

• Accountable for all human resources activities, including hiring and onboarding processes, progressive discipline policies, equity reviews and local compliance
• Conduct monthly performance critiques with RED senior leadership
• Maintain all safety compliance of vessels and certification trainings of staff

 Operations

• Lead the coordination of all employees and initiatives in collaboration for the hotel team
• Collaborate with The Ritz-Carlton property operators to engage in relationship building and service execution
• Develop a culture of inclusiveness, communication and respect amongst the team
• Manage all third party vendor relationships
• Provide hands-on, on-site support to the team
• Observe, modify and implement new policies and procedures to continuously challenge the status quo and refine the business model by offering better value to our customers

Job Requirements

• Minimum 7 years management in luxury hospitality operations, watersports and commercial boating experience, familiarity with US Coast Guard or equivalent compliance
• Previous management experience with proven success leading a team of more than 10 employees
• Previous department head experience for revenues over $1m annually
• Previous concierge watersports and/or high-end resort experience a plus
• Strong organizational and project management skills
• Ability to work flexible hours due to guest demands, including nights, weekends and holidays
• Must be able to write English in a professional manner, as well as communicate verbally at the same level
• Positive and enthusiastic attitude
• Ability to handle a high volume of requests
• Ability to be self-starter
• Adherence to Ritz-Carlton Brand Standard
• Team player