About Us:
ITC Hotels is one of India's foremost luxury hospitality brands, operating over 140 hotels across 90+ destinations. ITC Hotels Ltd. has an upholding commitment to sustainability, culinary excellence, and indigenous luxury. ITC Hotels diverse portfolio spans six distinct brands: ITC Hotels, Mementos, Storii, WelcomHotel, Fortune Hotels and WelcomHeritage, each catering to a unique segment of travellers. With world-class service and award-winning cuisine, ITC Hotels continues to set benchmarks in Indian hospitality.
Position Overview:
The Manager/Assistant Manager will be responsible for supporting the Sales function by streamlining processes, analyzing data, and ensuring operational efficiency. This is a non customer-facing role that requires strong analytical, coordination, and technology skills, along with a deep understanding of the hospitality industry and its various segments.
Role responsibilities include but are not limited to:
- Conduct onboarding and periodic training sessions for Sales teams on CRM usage, modules, and new feature updates.
- Address CRM-related queries raised by Sales team members and ensure timely resolution.
- Work closely with the CRM product development team to provide sales-related inputs for new hotel configurations and upgrades.
- Handle opportunity productivity allocation, corrections, and modifications in CRM.
- Manage the deployment and mapping of accounts in CRM.
- Generate recurring and ad-hoc CRM reports for Sales leadership and hotel teams.
- Coordinate the annual Sales team goal-setting exercise in alignment with corporate targets and hotel-level business plans.
- Manage Balanced Scorecard parameters, data inputs, and scoring for the Sales team.
- Administer budget transfers, productivity mapping, and adjustments due to new joiners, resignations, transfers, or portfolio restructuring.
- Ensure sales numbers, achievements, and productivity parameters are accurate and updated in CRM dashboards.
Education Qualification & Experience:
- 4-8 years of overall experience with an understanding of the Hospitality Industry and Hotel Business Knowledge of customer types: Corporate, Direct Guests, Travel Agents, MICE, Wedding Planners, Travel Management Companies.
- Familiarity with customer segments: Retail, Contracted, Crew, Group, etc.
- Awareness of booking sources: OTA, GDS, Call Centre, Website, Direct Channels
- Understanding of Global Distribution Systems (GDS) and its role in hotel bookings
- Basic knowledge of Revenue Management principles and pricing strategies
