10. Sales
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This document outlines the competency requirements for two roles at the Senggigi Beach Hotel in Lombok: 1) Sales and Marketing Manager and 2) Sales Support. For each role, it lists the general, functional, and elective competency units required as defined by a coding system. There are 53 competency units listed for the Sales and Marketing Manager role and 38 for the Sales Support role covering areas such as customer service, sales, marketing, administration, finance, and operations management.
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10. Sales
- 1. Section 10. Sales Department 1. SALES & MARKETING MANAGER......................................................................................................1 2. SALES SUPPORT................................................................................................................................4
- 2. SENGGIGI BEACH HOTEL-LOMBOK Page 1 1. SALES & MARKETING MANAGER COMPETENCY REQUIREMENTS JOB TITLE SALES AND MARKETING MANAGER KEY COMPETENCIES NUMBER UNIT CODE DESCRIPTION OF UNITS GENERAL UNITS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 ITHHCOR01AES ITHHCOR02AES ITHHCOR03AES ITHHHCO01AES ITHHGGA01AES ITHHGCS01AES ITHHGGA03AES ITHHGCT01AES ITHHGCT02AES ITHHBGEL01AES ITHHAGEL02AES ITHHAGEL03AES ITHHBGEL02AES ITHHAGEL04AES ITHHSGEL04AES ITHHAGEL05AES ITHHAGEL06AES WORK WITH COLLEAGUES AND CUSTOMERS WORK IN SOCIALLY DIVERSE ENVIRONMENT FOLLOW HEALTH, SAFETY, AND SECURITY PROCEDURES DEVELOP AND UPDATE HOSPITALITY INDUSTRY KNOWLEDGE COMMUNICATE ON THE TELEPHONE DEVELOP AND UPDATE LOCAL KNOWLEDGE SOURCE AND PRESENT INFORMATION ACCESS AND RETRIEVE COMPUTER DATA PRODUCE DOCUMENTS ON COMPUTER EXCHANGE FAMILIAR INFORMATION IN THE SPOKEN LANGUAGE START UP CONVERSATION AND DEVELOP GOOD RELATIONSHIPS WITH GUESTS CONDUCT SIMPLE CONVERSATIONS ON THE TELEPHONE READ BASIC DIRECTIONS AND FOLLOW DIAGRAMS READ INSTRUCTIONS AND DIAGRAMS IN A RELEVANT CONTEXT READ INFORMATION TEXTS WRITE SHORT MESSAGES COMPLETE FORMATTED TEXTS FUNCTIONAL UNITS 18 19 20 21 22 23 24 ITHHBFOC01AES ITHHBFOC03AES ITHHBFOC06AES ITHHGCS02AES ITHHGCS03AES ITHHGCS04AES ITHHGCS05AES RECEIVE AND PROCESS RESERVATION MAINTAIN FINANCIAL RECORDS PERFORM CLERICAL PROCEDURES PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS DEAL WITH CONFLICT SITUATIONS MAKE PRESENTATION ORGANISE FUNCTIONS
- 3. SENGGIGI BEACH HOTEL-LOMBOK Page 2 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 ITHHGCS06AES ITHHGCS07AES ITHHGCS08AES ITHHGGA02AES ITHHGGA04AES ITHHOGA05AES ITHHGGA08AES ITHHGGA09AES ITHHGCT03AES ITHHGLE01AES ITHHGLE02AES ITHHGLE03AES ITHHGLE04AES ITHHGLE05AES ITHHGLE06AES ITHHGLE07AES ITHHGLE08AES ITHHGLE09AES ITHHGLE10AES ITHHGLE11AES ITHHGLE12AES ITHHGLE13AES ITHHGLE14AES ITHHGLE15AES ITHHGLE16AES ITHHGLE17AES ITHHGLE18AES ITHHGLE19AES ITHHGLE20AES ITHHGLE21AES PLAN AND IMPLEMENT SALES ACTIVITIES COORDINATE MARKETING ACTIVITIES ESTABLISH AND CONDUCT BUSINESS RELATIONSHIP PERFORM CLERICAL PROCEDURES PREPARE BUSINESS DOCUMENTS PLAN AND MANAGE MEETINGS PLAN AND ESTABLISH SYSTEMS AND PROCEDURES MANAGE PROJECTS DESIGN AND DEVELOP COMPUTER DOCUMENTS, REPORTS, AND WORKSHEET MONITOR WORK OPERATIONS IMPLEMENT WORKPLACE HEALTH, SAFETY AND SECURITY PROCEDURES DEVELOP AND IMPLEMENT OPERATIONAL PLANS ESTABLISH AND MAINTAIN A SAFE AND SECURE WORKPLACE ROSTER STAFF MONITOR STAFF PERFORMANCE RECRUIT AND SELECT STAFF LEAD AND MANAGE PEOPLE MANAGE WORKPLACE DIVERSITY MANAGE WORKPLACE RELATIONS MANAGE QUALITY CUSTOMER SERVICE DEVELOP AND MANAGE MARKETING STRATEGIES MANAGE FINANCES WITHIN A BUDGET PREPARE AND MONITOR BUDGETS MANAGE FINANCIAL OPERATIONS MANAGE PHYSICAL ASSETS MANAGE AND PURCHASE STOCK,. MONITOR AND MAINTAIN COMPUTER SYSTEMS DEVELOP AND IMPLEMENT A BUSINESS PLAN DEVELOP AND UPDATE THE LEGAL KNOWLEDGE REQUIRED FOR BUSINESS COMPLIANCE PROVIDE MENTORING SUPPORT TO BUSINESS COLLEAGUES
- 4. SENGGIGI BEACH HOTEL-LOMBOK Page 3 55 56 57 58 ITHHAGEL01AES ITHHSGEL01AES ITHHSGEL02AES ITHHSGEL03AES FOLLOW AND CARRY-OUT SPOKEN INSTRUCTIONS AND DIRECTIONS IN A NUMBER OF DIFFERENT SITUATIONS USE ORAL LANGUAGE TO NEGOTIATE COMPLEX EXCHANGES IN A RANGE OF CONTEXTS IN THE HOTEL & RESTAURANTS DELIVER SHORT ORAL PRESENTATIONS DEALING WITH COMPLAINTS ELECTIVE UNITS 59 60 61 62 63 64 65 66 67 68 69 70 ITHHBGSZ01AES ITHHBGSZ02AES ITHHBGSZ03AES ITHHBGSZ04AES ITHHBGSZ05AES ITHHBGSZ06AES ITHHBGSZ07AES ITHHBGSZ08AES ITHHAGSZ01AES ITHHAGSZ06AES ITHHAGSZ08AES ITHHSGEL05AES PLAN ASSESSMENT CONDUCT ASSESSMENT REVIEW ASSESSMENT TRAIN SMALL GROUPS PLAN AND PROMOTE A TRAINING PROGRAM PLAN A SERIES OF TRAINING SESSIONS DELIVER TRAINING SESSIONS REVIEW TRAINING ANALYSE COMPETENCY REQUIREMENTS DEVELOP ASSESSMENT PROCEDURES DESIGN TRAINING COURSES WRITE BUSINESS LETTERS EFFECTIVE DATE : MARET 2012 PREPARED BY : SALES/ 2012
- 5. SENGGIGI BEACH HOTEL-LOMBOK Page 4 2. SALES SUPPORT COMPETENCY REQUIREMENTS JOB TITLE SALES SUPPORT KEY COMPETENCIES NUMBER UNIT CODE DESCRIPTION OF UNITS GENERAL UNITS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 ITHHCOR01AES ITHHCOR02AES ITHHCOR03AES ITHHHCO01AES ITHHGGA01AES ITHHGCS01AES ITHHGCS02AES ITHHGGA03AES ITHHGCT01AES ITHHGCT02AES ITHHBGEL01AES ITHHAGEL02AES ITHHAGEL03AES ITHHBGEL02AES ITHHAGEL04AES ITHHSGEL04AES ITHHAGEL05AES ITHHAGEL06AES ITHHSGEL05AES WORK WITH COLLEAGUES AND CUSTOMERS WORK IN SOCIALLY DIVERSE ENVIRONMENT FOLLOW HEALTH, SAFETY, AND SECURITY PROCEDURES DEVELOP AND UPDATE HOSPITALITY INDUSTRY KNOWLEDGE COMMUNICATE ON THE TELEPHONE DEVELOP AND UPDATE LOCAL KNOWLEDGE PROMOTE PRODUCTS AND SERVICES TO CUSTOMERS SOURCE AND PRESENT INFORMATION ACCESS AND RETRIEVE COMPUTER DATA PRODUCE DOCUMENTS ON COMPUTER EXCHANGE FAMILIAR INFORMATION IN THE SPOKEN LANGUAGE START UP CONVERSATION AND DEVELOP GOOD RELATIONSHIPS WITH GUESTS CONDUCT SIMPLE CONVERSATIONS ON THE TELEPHONE READ BASIC DIRECTIONS AND FOLLOW DIAGRAMS READ INSTRUCTIONS AND DIAGRAMS IN A RELEVANT CONTEXT READ INFORMATION TEXTS WRITE SHORT MESSAGES COMPLETE FORMATTED TEXTS WRITE BUSINESS LETTERS FUNCTIONAL UNITS 20 21 22 23 ITHHBFOC01AES ITHHGCS06AES ITHHGGA02AES ITHHGGA04AES RECEIVE AND PROCESS RESERVATION PLAN AND IMPLEMENT SALES ACTIVITIES PERFORM CLERICAL PROCEDURES PREPARE BUSINESS DOCUMENTS
- 6. SENGGIGI BEACH HOTEL-LOMBOK Page 5 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 ITHHGGA05AES ITHHGGA08AES ITHHGCT03AES ITHHGLE02AES ITHHGLE04AES ITHHGLE05AES ITHHGLE09AES ITHHGLE10AES ITHHGLE11AES ITHHGCS04AES ITHHBFOC03AES ITHHGCS03AES ITHHGCS07AES ITHHGLE03AES ITHHGLE16AES PLAN AND MANAGE MEETINGS PLAN AND ESTABLISH SYSTEMS AND PROCEDURES DESIGN AND DEVELOP COMPUTER DOCUMENTS, REPORTS, AND WORKSHEET IMPLEMENT WORKPLACE HEALTH, SAFETY AND SECURITY PROCEDURES ESTABLISH AND MAINTAIN A SAFE AND SECURE WORKPLACE ROSTER STAFF MANAGE WORKPLACE DIVERSITY MANAGE WORKPLACE RELATIONS MANAGE QUALITY CUSTOMER SERVICE MAKE PRESENTATION MAINTAIN FINANCIAL RECORDS DEAL WITH CONFLICT SITUATIONS COORDINATE MARKETING ACTIVITIES DEVELOP AND IMPLEMENT OPERATIONAL PLANS MANAGE PHYSICAL ASSETS ELECTIVE UNITS 39 40 41 42 43 44 45 46 47 48 ITHHGLE17AES ITHHGLE18AES ITHHGLE20AES ITHHGLE21AES ITHHAGEL01AES ITHHSGEL01AES ITHHSGEL02AES ITHHSGEL03AES ITHHGLE01AES ITHHBGSZ05AES MANAGE AND PURCHASE STOCK MONITOR AND MAINTAIN COMPUTER SYSTEMS DEVELOP AND UPDATE THE LEGAL KNOWLEDGE REQUIRED FOR BUSINESS COMPLIANCE PROVIDE MENTORING SUPPORT TO BUSINESS COLLEAGUES FOLLOW AND CARRY-OUT SPOKEN INSTRUCTIONS AND DIRECTIONS IN A NUMBER OF DIFFERENT SITUATIONS USE ORAL LANGUAGE TO NEGOTIATE COMPLEX EXCHANGES IN A RANGE OF CONTEXTS IN THE HOTEL & RESTAURANTS DELIVER SHORT ORAL PRESENTATIONS DEALING WITH COMPLAINTS MONITORING WORKS OPERATIONS TRAIN SMALL GROUP EFFECTIVE DATE : MARET 2012 PREPARED BY : SALES/ 2012