Sales Manager

About the role

Join the Team!

At the Outlaw Group, we believe in working hard, playing hard, and constantly striving for excellence.

Not only do we seek to provide unforgettable experiences for our guests, but we encourage our employees to reimagine the best of Colorado's outdoor spaces and urban areas. We are adventurers, innovators, and explorers, and we look for employees that share this same passion for life. We intend to grow together, testing the boundaries of what is possible, as we constantly consider new ways to challenge ourselves and industry standards.

About the role

This position will oversee all aspects of The Outlaw Group's sales initiatives including new business, booking platforms, communications, partner relationships, group sales, service recovery, pricing, and inventory management. The position will oversee a small team to operate year-round and train and monitor other departments to assist with inbound calls during the highest volume months. The position will be responsible for sales strategy, including finding ways to streamline the online booking experience and reduce call volume without sacrificing conversions or guest experience.

Sales Strategy

• Determine the sales strategy for all Outlaw brands
• Identify opportunities to build new business through partnerships, group bookings, and more
• Grow revenue for all brands by identifying which products and services to promote or reduce
• Develop and manage a strategy to maintain sales conversions while reducing call volume
• Evaluate the online booking experience to reduce impediments to conversion
• Ensure an optimized schedule where needed to maximize conversions without sacrificing operational efficiencies
• Monitor booking volume and adjust pricing to maximize revenue at high volume times either manually or through automated yield pricing
• Create a discount strategy to boost interest during low-volume times
• Monitor brand competitors and respond to their marketing and pricing changes as needed
• Evaluate booking trends and adjust strategy as needed

Sales

• Oversee a small sales team who can handle inbound and outbound calls, customer service, and sales-related projects
• Evaluate current inbound systems and best practices and determine needed changes or improvements
• Field inbound calls and make reservations when needed
• Staff an additional, seasonal team to field inbound calls during peak times: train the staff of select departments to field inbound calls during high-volume months
• Build a call flow to provide the best experience for guests without sacrificing efficiency

Manage large group and custom reservations including hourly transportation services:

• Create and maintain booking partnerships
• Manage OTA contracts, listings, inventory, and reservations
• Technology
• Oversee all aspects of our booking platforms for all brands

Work to create the best booking experience possible for our guests through comprehensive knowledge and optimization of existing features on our booking platforms

Evaluate new res tech options either through shopping for new booking platforms or through new development in our existing platforms

Handle merchant services requirements, including PCI compliance

• Manage the phone system(s) to ensure most effective guest experience while maintaining the most efficient staffing levels
• Manage all other communications platforms, including online chat and text messaging

• Manage booking integrations with OTA's and other platforms
• Staff
• Hire, train, and manage a small sales team

• Set goals and performance metrics for each individual and the team as a whole
• Audit staff performance and provide ongoing training and feedback to provide a high level of guest service on every call

• Build out standardized trainings for all aspects of sales
• Service Recovery & Guest Experience
• Field guest concerns and complaints - seek to resolve all guest issues
• Work with operations to diagnose and correct recurring guest issues

Respond to credit card disputes with a goal of all disputes decided in the company's favor

• Pull and report company net promoter scores
• Cross-Departmental Collaboration
• Work closely with relevant departments to ensure brand success

Additional information

Work closely with operations to ensure availability for reservations and that the sales team is actively pushing the best product

Work closely with marketing to ensure the messaging and products are consistent

Work closely with marketing to ensure the online booking experience is the best it can be

Work closely with finance to ensure accurate accounting of revenue, refunds, partner billing, chargebacks, and all other transactions