Program Manager

JOB PURPOSE

The Program Manager is responsible for the leadership and management of the Accor Plus program to achieve budget for their program office(s), through driving their team to meet/exceed sales targets as set by Operations team.

This is a performance-based position and as such you understand you will be expected to meet the KPI’s established for this position.

KEY INTERACTIONS

Internal External

Operations Manager/Regional Manager AccorHotels Regional Team

Director of Operations AccorHotels General Managers

Program Managers AccorHotels hotel teams

Corporate Office Support Departments Accor Plus members and guests

Program office team members – telesales & admin Recruitment agencies

Member Services department

KEY RESPONSIBILITIES

Sales Operation

• Develop business plan to meet annual sales and financial budgets.

• Actively manage the sales operation performance, setting challenging but achievable targets to ensure the team meets or exceeds budget.

• Celebrate sales and wins to build a motivated, high performance culture

• Manage the fair distribution of leads and renewals in accordance with company policy

• Monitor outcome of leads and retrain and/or redistribute where necessary.

• Build and maintain strong relationships with AccorHotels management to support the development and ongoing management of joint Sales & Marketing initiatives within Accor properties.

• Conduct motivational briefings and meetings to engage and inspire team members

• Support and inspire a positive team climate and moral

• Conduct motivational briefings and meetings to engage and inspire team members

• Effectively manage any disgruntled Accor Plus members/guests appropriately

• Ensure the professional presentation of the sales office.

• Accurately prepare reports as required and submit on time

• Manage the program offices expenses and petty cash in accordance with budget and policies

• Understand, represent and uphold the integrity of the Accor Plus and AccorHotels brand at all times and in all interactions you have with employees and guests

• Monitor all employees to ensure consistent and accurate representation of the product/s at all times, and strict adherence to legislation and company policies including but not limited to Local Laws, DNC regulation, privacy legislation, Data Breach Response policy, Ethics & Corporate Social Responsibility charter, Workplace Health and Safety, harassment and anti-discrimination laws, where applicable.

• To protect the interests of the organisation in terms of adherence to the law, reputation in the marketplace and ability to support organisational objectives now and into the future.

• Ensure a consistent and accurate representation of the product/s at all times.

• Administration as required

• Complete other tasks that may be assigned by Management from time to time.

Leadership

• To provide clear direction and leadership to all sales team members, including management team and administration to ensure effective team functioning

• Ensure expectations are clearly understood by all through setting clear objectives and expectations, supported by clear communication

• Role model behaviours expected from team members and act in accordance with company values, Heartist principles and company policies at all times

• Ensure you and your team’s adherence to legislative and policy requirements (e.g. DNC, Privacy, Data Breach Response, Workplace Health and Safety, Accor Plus policies, compliance, harassment and anti-discrimination laws)

• Represent Accor Plus in a professional, courteous and sincere fashion in order to foster good working relationships with all our colleagues, customers and Members in line with our brand, company values and Heartist principles

• Support organisational goals via participation in implementing key company and sales initiatives

• Create and maintain a positive high performance team culture and moral

Recruitment & Selection

• Develop and manage occupancy plan for the program office to achieve occupancy budget.

• Develop and manage recruitment plan for the program office to achieve recruitment and occupancy budget

• Oversee, manage and/or participate in the end to end recruitment process to ensure high caliber of candidates is employed and a professional candidate experience.

Training, Coaching & Development

• Oversee, manage and/or participate in the onboarding and induction process of new employees in accordance with company policies

• Determine individual employees (Loyalty Sales Consultants and managers) training needs and develop and deliver relevant training to ensure competency in the role and performance against set KPIs.

• Carry out ongoing Coaching, Training and Career Development in accordance with company policies and coaching tools to ensure people in your team (new telesales, renewalists,