Position summary
The Event and Groups Coordinator prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event, and post event phases of hotel events; handles hotel events.Ensures all hotel events have a seamless turnover from sales to service and back to sales. Recognizes opportunities to maximize revenue by up-selling and offering enhancements to create a better overall event.
Group Coordinating
- Responsible for ensuring inventory is managed for all group and conference business
- Management of contract blocks including airline crew
- Ensure guest rooming lists are received in a timely manner
- Handovers are given to Front office in a timely manner
- Crew rooms are entered and updated correctly
- Ensure groups are blocked on Marsha 4 months out
- Day to Day organization for groups and ensure systems are balanced
Guest Satisfaction
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
- Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
- Reviews guest satisfaction results. Participates in the development and implementation of corrective action plans.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Oversees the customer experience from file turnover through the post event phase until turnover back to sales.
- Sets a positive example for guest relations.
- Continuously interacts with customers to obtain feedback on quality of product, service levels, and overall satisfaction.
- Effectively responds to and handles guest problems and complaints.
- Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
- Conducts pre- and post- event meetings as required to review and communicate group needs and feedback.
- Participates in the development and implementation of corrective action to address service challenges and focuses on continuous improvement.
Sales and Revenue Management
- Effectively up-sells products and services throughout the event process.
- Participates in customer site inspections and assists with the sales process as necessary.
- Accurately forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
- Effectively manages customer budgets to maximize revenue and meet customer needs.
- Adheres to Event Planning Standards.
Job Types: Full-time, Permanent
Pay: £26,736.00 per year
Additional pay:
- Quarterly bonus
- Tips
Benefits:
- Canteen
- Company events
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking
- Private dental insurance
- Sick pay
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Hayes: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
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