Manager, Sales Operations

POSITION SUMMARY:

The 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:

1. 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.

2. 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 non-gaming offerings

3. 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 3 – 5 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.
• Candidate have more experience will be considerate to be Senior Manager, Sales Operations

Education

• Bachelor’s degree in Business Administration, Hospitality Management, Marketing, or a related field

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.