Cluster Manager, Sales & Marketing 
(20911)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

1. Position Details

• Position                          Cluster Manager, Sales & Marketing
• Department                    Sales & Marketing
• Reports to                      Cluster General Manager and Regional Director of Sales & Marketing
• Subordinates                 Sales and Marketing Team and Reservations Manager

2.   Job Details & Requirements

Job Summary

To ensure the efficient running of the Sales and Marketing department through achieving budgeted Colleagues Satisfaction, Guest Satisfaction and GOP results for each area

Key Duties and Responsibilities

• Align management style, working practices and conduct with One&Only Gorillas Nest and Nyungwe Forest Tea Resort and Kerzner’s vision, Global Support values, operating standards and policies.  To comply with Kerzner’s code of conduct at all times.
• Personally build clear and open lines of communication with all departments
• Understand and abide by all Government laws relating to the Sales and Marketing department.
• Develop strategies and initiatives to increase resort’s market share.
• Understand Rwanda’s business trend in terms of targeting right market. Also be aware of the political up lift of the country.
• Work in conjunction with the F&B creating, implementing and assessing Food and Beverage promotions and marketing.
• Be actively involved in maintaining all Kerzner International programs.
• Be critical and demanding of operating standards.
• Monitor and control all financial aspects of the business including the preparation of the annual commercial plan.

• Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, associate and customer satisfaction, profitability, and quality
• Build a team with different opinions, skills, experiences, and backgrounds; leverage personal, cultural, and functional differences to optimize team performance.
• Align plans with business strategy; understand short- and long-term impact of business decisions.
• Actively involved and work with Finance department in tour operator contracting.
• Organize tour operator visits to One&Only and Rare Finds Rwanda to showcase the resorts on regular intervals.
• Travel to various parts of the world to attend business fairs, meet up with tour operators to enhance business opportunities for the resort.
• Ensure all communications are aligned to the One& Only and Rare Finds brand image.
• Conduct regular creative events, key account appointments and activity programs to ensure all important contacts are regularly updated and entertained, keeping One&Only Gorillas Nest & Nyungwe Forest Tea Resort top of mind.
• Develop and maintain rapport with key community contacts to ensure a visible presence in the community.
• Conduct competitor analysis including market share, rates, new projects and developments and keep EXCOM abreast of the market conditions.
• Devise and implement plans to maximize rooms and food & beverage yield.
• Be present to interact with all festive guests including repeaters and new guests to obtain another business opportunity for upcoming years.
• Be well versed and knowledgeable of the hotels Fire Evacuation and all Emergency procedures as well as health and safety requirements in the Workplace.  Ensure colleagues are aware of their duty of care as determined by legislation and that they maintain complete familiarity.
• Be innovative with everything you do.
• Create an environment that trains, develops, coaches and mentor’s colleagues.
• Dedicate time to your personal development.
• Where required develop policy, formulate direction and strategy.
• Conduct weekly SMART Plan review with all direct reports to ensure follows up to achieve the agreed goals & objectives.
• Actively participate in sales presentations, property tours and customer meetings.
• Drive GSQ action plan follow up on a monthly basis with direct reports.
• Work with the leadership team on all corporate reports and programs including Monthly Business Review Meetings / Annual Budgets and Strategic Business Plans
• Conduct monthly marketing meetings with DOF, Chef and Wellness Manager to ensure actions to deliver the overall commercial plan are achieved.
• Conduct monthly marketing meetings with all RSOs to ensure actions to deliver the overall commercial plan are achieved.
• Deliver a monthly report on Key issues, developments, outstanding works, and personal and financial concerns to AREA MANAGER and cc EXCOM.
• Build and maintain relationships with key technical managers and decision-makers in the government, different ministries and among local authorities. Act as a key point of contact.
• Familiarize and keep up with all government requirements applicable to hospitality in Rwanda to support corporate programs, operational management and Cluster General Manager to ensure compliance.
• Develop guidelines including all requirements, procedures and processes.
• Ensure senior One&Only and Rare finds staff are aware of and understand any concerns of government officials regarding operations, and that such concerns are factored into One&Only and Rare Finds communication strategy and programming.
• Ensure active follow-up on outstanding applications filed with various government ministries, responding to queries from authorities in a timely manner.
• Work with authorities to secure all required authorizations and permissions to facilitate smooth implementation and operational strategies.
• Directly manage specified departments that have been assigned by Cluster General Manager
• Undertake additional duties as requested by the Cluster General Manager.

Skills, Experience & Educational Requirements

• Ability to lead, motivate and develop colleagues.
• Be innovative, financially savvy, Connect emotionally with guest and internal customer.
• Be well versed in the Colleagues competencies of Kerzner International,
• 2 Years’ experience in a similar position in an executive committee capacity
• Excellent verbal and written communication skills, People Management Skills.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Well verged with technology, which helps Sales & Marketing to take next level.

3.   Core VAlues & Competencies

Blow Away the Customer

• I care and work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

• I am committed to being thoughtful towards our colleagues
• I am passionate about my role                

Continuously Strive for Perfections (good enough never is)

• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work

Grooming

• I present a professional image according to established standards

Communication

• I engage the organization to achieve its goals
• I welcome and solicit opinions from all relevant people when making decisions

Functional Skills and Knowledge

• I understand the full scope of my duties and demonstrate initiative
• I take responsibility for my actions
• Good knowledge and understanding of government settings/functions and specifically the Government of Rwanda and the region we operate.

Planning & Organizing

• I anticipate the impact of initiatives and plan accordingly
• I am able to manage multiple objectives and priorities effectively

Team Management & Development (Influencing & Working with Others – see notes below) 

• I am able to identify potential colleagues and develop them for their success and the benefit of the organization
• I am a mentor and coach to my colleagues to develop them

Where Colleagues do not have anyone to supervise,
then the competency will be replaced by with the following 2 behaviors:

• I am able to influence others when required to speak and present ideas
• I am able to motivate other colleagues towards the common goals of the organization

Problem Solving & Decision Making

• I create an environment that supports logical decision making
• I am able to identify and solve issue and do assume responsibility in risky decisions

Innovation & Creativity

• I regularly seek new opportunities for change
• I drive the implementation of change initiatives

Drive for results

• I set clear, realistic and challenging goals for my department & team
• I communicate clearly the business targets to my team and am able to steer them to achieve the results

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.