Job Title:Event Co-ordinator

Reporting to:Sales Office Manager

Purpose of Role

To ensure that your department delivers a high quality service to the customers. To effectively handle and convert all enquiries to achieve budgeted targets, while ensuring accurate booking information is handed over to the event team to ensure client expectations are met

Personal Specification

  • Enjoy working and dealing with the public and being part of a team.
  • Confident, pleasant and an excellent articulate communicator; able to stay calm under pressure and remain courteous when dealing with difficult situations.
  • Must be efficient, organised and self motivated.
  • Have a good personal standard projecting a professional image at all times.

Your key tasks reflect your contribution to our four core objectives; which are people, customer, profit and sales.

Computer skills:Must be IT literate

Key Responsibilities

People

  • Build productive working relationships with guests and colleagues through maintaining a high profile within the workplace
  • Ensure clear and accurate communication between departments to allow all requests to be met on time and to the expected standard.
  • Assist in maintaining the cleanliness of the department.
  • Actively support the Verve Service/Flaunt It programs both company and property wide, ensuring that the Customer experience is truly engaging throughout each and every interaction throughout their stay
  • Ensure the Verve Service Golden Threads are alive and promoted as a key driver within the business to the benefit to the overall customer experience
  • Wear the appropriate clothing for their role and maintain a high standard of personal grooming
  • To ensure all booking information is recorded accurately and handed over to the event team
  • Attend legislative training as required

Customer

  • To promote a helpful and professional image to the customer, giving full co-operation to any customer requiring attention
  • To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
  • To anticipate customer needs whenever possible to enhance the quality of service offered by the Venue, to ensure customer loyalty is maintained
  • To ensure the customer is treated correctly, first time, every time
  • Ensure all customers receive a warm welcome first time every time
  • Handle guest queries and complaints and take the appropriate action to ensure total guest satisfaction is achieved. Communicate any problems to senior management, and liaise with them with complaints beyond your control
  • To meet and exceed client expectations in terms of support, quality and service, in line with the Sales Office standards
  • To be visible to the customer and perform a role within the meet and greet
  • To actively promote the company in a professional manner at all times including the attendance at client events, networking and familiarization visits as required
  • To present a professional image at all times – verbal, written and face-to-face
  • To attend internal meetings and represent the sales team and venues where appropriate
  • To ensure that Booking management with Kinetix / Syllabus Plus is fulfilled to the agreed standards to support the event and that Account Management and Client information are updated where appropriate

Profit

  • To support the achievement of weekly, monthly and quarterly goals and targets within the department
  • To ensure care and attention is taken when handling company property to protect company assets
  • To enter all bookings into Kinetix to the agreed standard with all compulsory fields completed
  • To ensure that all revenues are correctly inputted into Kenetix & the Revenue Diary to aid accurate forecasting
  • To ensure correct charges are in place on all agreements, in line with the selling strategy
  • To adhere to credit control standards
  • Responsible for ensuring that terms and conditions of business are in place for all bookings prior to being handed over to the event team
  • All concessions to be authorized by the Sales Office Manager
  • To be familiar with and promote other hotels within the group

Sales

  • Actively participate in any revenue and sales activities operated by De Vere plus any specific operational activities
  • Using your knowledge of our products, upsell at every opportunity
  • To gain and share knowledge on competitors to ensure the venues retains sustainable competitive advantage
  • To adhere to minimum standards, in line with Sales Office practices, when taking all enquiries
  • To follow up on all enquires in a timely manner to maintain conversion levels
  • Responsible for preparing, sending and ensuring signed Booking Agreements are in place for all events
  • To offer and conduct showrounds to the agreed standard
  • To sell in line with the strategy in place to maximize yield for the venue
  • To adhere to diary management principles and policies in place
  • To seek out further opportunities to up-sell products
  • To use agreed negotiation tools to aid the conversion of business and to protect package rates
  • To be part of a sales culture environment which identifies opportunities to maximize sales
  • To partake in sales initiatives as required, in line with the Venue’s Sales & Marketing plan

Statutory Responsibilities

To observe all Fire, Health & Safety & Food Safety Regulations attending any training session’snecessary to keep you updated on new legislation and ensuring compliance with all current legal requirements. To be aware of your responsibilities in accordance with the company Health & Safety procedures.

Unspecified Duties

To carry out any other reasonable requests which would help to ensure that all guest expectations are exceeded.

Signed: ………………………………………… Date: ……………….

Signed: ………………………………………... Date: ……………….

(Manager)

January 2010