Job Overview
To provide our customers the benefits of specialized and personalized service for events and group accommodation management. The functions and responsibilities revolve around ensuring a smooth transition of confirmed business from the Sales Centre to Event Management, which will assure successful event delivery through efficient coordination and communication. The process incorporates a sales function of ensuring accurate forecasting of confirmed business volume and upsell. Customer satisfaction is the key to repeat business.
Functions and Responsibilities
Department Function
- Reports directly to Director of Event Management/Senior Event Manager.
- Responsible for Event coordinator performance/goals/development.
- Executes goals established by Director of Event Management /Senior Event Manager with common objective.
- Integrity to ensure security and confidentiality of all Hotel sales accounts and profiles.
- Ensure high level of customer satisfaction is achieved through professionalism in all aspects of event delivery.
Operating Procedures and Workflow
- Execute workflow according to Standard Operating Procedures of Event Management
- Smooth takeover of confirmed events/groups within 24 hours of handover
- Continue to build/maintain rapport and confidence with organizer
- Professional advice and efficient follow-up with organizer during planning phase
- Accurate forecasting of definite groups with minimal targeted variance of 3-5%
- Close follow-up on release dates as per attrition/deposit commitments in contract
- Constantly update Group Coordinator on latest rooming list details/transfers/amenities/others
- Ensure all technical procedures concerning takeover/update of groups is executed in S&C
- Ensure all administration and filing concerning takeover/pre/post event is executed
- Ensure accuracy of Daily/Weekly BEO Forecast/Weekly Group Forecast/Cover Sheets/BEO’s
- Ensure quick follow up and retrieval of updated event details e.g. room rate/peak room nights/nature of event/group/deadlines for rooming list/release rooms/deposits
- Accuracy in capturing, recording and dissemination of updated information/changes is vital
- Ensure timely communication and distribution of all Group Cover Sheets and Banquet Event Orders
- Ensure VIP procedures adhered with necessary Pre-Conference Meetings
- Ensure ‘POP UP’ events/groups communication procedure addressed
- Present during execution of event with formal handover to Banquet Operations/Front Office
- Ensure proper storage and recording of all event materials prior to and after event
- Ensure necessary Indemnity undertaken pertaining to areas that may result in Hotel liability
- Adhere best practice procedures for Sales & Marketing and Catering IT systems e.g. FIDELIO S&C/FRONT OFFICE
Revenue & Profitability
- Accountable for accuracy in S&C Weekly Group Forecast of definite groups vis a vis forecast error percentage.
- Responsible to engage upsell
- Solicit future business during post-even cycle for Sales Center
- Proactive involvement in any Hotel sales initiatives/promotions
- Drive profitability with objective of cost savings in all logistics commitments involved in event planning
- Awareness of competitor product, packaging, pricing, customer profile and service quality
- Periodically initiate competitor shop calls/surveys or involve in Property diagnostic exercise
- Ensure accuracy of teams Catering Month End Reports (CMER)
Customer Service / Feedback & Product Development
- Present during execution of event with formal handover to Banquet Operations / Front Office
- Proactive in contribution towards suggestions for improvement of customer service or workflow
- Establish a smooth communication channel with all internal and external guests
- Encourage and obtain timely guest feedback with effective of communication to departments concerned
- Compile Weekly Event/Group Feedback
- Ensure Meeting Planner Survey (MPS) issues to all organizers
- Exercise empowerment and decision making in Service Recovery with recommendation for improvement
- Commitment to review, update, improve and instill creativity in product
- Keep abreast of technology and product knowledge
Training
- Participate in daily 15 minutes training and assigned as champion for any formalized training
Associate Satisfaction
- Maintain sound and positive rapport with key sections; Sales Centre/Proactive Sales & Reservations and all other departments in Hotel
- Maintain harmony in team spirit and morale in line with Pulse Survey
- Responsible for development and training of coordinators
Others
- Perform any other duties and responsibilities as assigned accordingly
Job Requirements
- Degree or Diploma or equivalent professional qualification, or previous experience in Event Management
- Ability to prioritise and plan workload efficiently, with a thorough and meticulous approach.
- Highly organised and self-motivated person who can efficiently and effectively manage a wide range of tasks and objectives.
- Ability to work well under pressure and priorities tasks, as directed as well as using own initiative.
- May require occasionally to work on weekend and odd-hours for events, roadshows.
- Able to start work anytime or within short notice period.
