We have an exciting opportunity to join us in a new role as Experience Executive. Apex Experiences is a new division of our well-established Sales & Events Team, focused on the curation and delivery of exciting and innovative client experiences for both our existing hotel guests and new client and local markets. Utilising and transforming our versatile event & public spaces across our portfolio of hotels; forging exciting and long-term partnerships with leading and bespoke third-party service providers.
You will embrace every opportunity to create extra special moments for our guests and provide a personal experience they will want to share.
Role Purpose:
As Experience Executive, you will be responsible for effectively promoting all services and event experiences to achieve maximum sales revenue and client satisfaction for each experience. While you will have a primary base in one of our locations, this role is group-wide.
Responsibilities:
1. Create all experiences in accordance with departmental SOPs and enter all details into SCS and relevant third-party platforms.
2. Maintain accurate records of all experiences.
3. Manage guest bookings of experiences, handling deposits, creating contracts, pre-payment, creation of function sheets, billing, client feedback, and post-event evaluation.
4. Ensure prompt responses to client requests via email, telephone, and third-party platforms to Apex standards, followed up within 48 hours using the task function in SCS and other SOPs standards.
5. Responsible for timely sending out of all quotations and bookings, ensuring necessary follow-ups are carried out in conjunction with SOP.
6. Work alongside the Experiences Manager (EM) & Partnership Manager (PM) to produce an annual rolling calendar of experiences.
7. Work closely with Key Stakeholders to agree, create & facilitate all experiences across four key areas: Core F&B, Collaborative Partnership, Shared Party, In-house Experiences.
8. Assist EM with forecasting and budget preparation.
9. Represent Experiences at regular or ad hoc meetings, as requested by EM.
10. Assist with preparation of ad hoc reporting as required by hotel General Manager(s) and/or EM.
11. Attend monthly team meetings and ensure required preparation is completed in advance.
12. Work to achieve and exceed set budgets & KPIs (both individual and department).
13. Follow training plans set by EM and support EM with training of new starts where required.
14. Acquire regular customer feedback and use it to make improvements.
15. Ensure all experience packages & restaurant platforms are up to date and accurate.
16. Constantly review systems for suitability and provide feedback to EM for improvements.
17. Critically review processes and procedures regularly to ensure efficiency.
18. Be flexible in approach to work and assist other teams within the department when required.
19. Support EM in creating & maintaining an extensive list of experiential suppliers.
20. Work with EM & Events & Groups Managers to ensure diary management and identify need periods.
21. Share regular competitor intelligence at monthly meetings.
22. Use Apex quoting tools, rate structures, experience viability form, briefing documents, and displacement models when creating experiences to ensure profitability.
23. Create contracts for suppliers when instructed by EM.
24. Raise purchase orders and keep accurate records of payment schedules.
25. Ensure clients/supplier bills are accurate with all postings added before checking out the PM in line with department standards.
26. Ensure payment terms are adhered to as per hotel SOP, with detailed monitoring of any credit terms.
27. Take restaurant reservations across the portfolio for both individuals and groups.
28. Ensure accurate client data and administration of all bookings in SCS, HMS, OpenTable, and any other platforms.
29. Establish good working relationships both internally and externally with Hotel Operational teams and suppliers.
30. Maintain a proactive approach for all enquiries, maximising potential sales opportunities through follow-up and investigation.
31. Communicate confirmed bookings to the Hotel Operational teams through various communication streams.
32. Produce and issue event information function sheets for each experience.
33. Liaise with clients regularly to ensure successful conversion of enquiries.
34. Conduct follow-up calls after each event to confirm client satisfaction and encourage repeat business.
35. Upsell on each booking to secure additional revenue for Apex Hotels.
36. Complete daily/weekly/monthly duties as instructed by EM.
37. Anticipate guests' needs to enhance service quality and guest satisfaction.
38. Cross-sell and refer all Apex Hotels where appropriate.
39. Conduct proactive sales calls as instructed by EM.
40. Ensure the highest standard of administration for each enquiry and booking.
41. Conduct competitor calls/research as instructed by EM.
42. Comply with all aspects of legislation in relation to Health and Safety and other relevant legislation.
43. Be flexible in your approach to work and assist in other areas of the hotel if required.
Key Skills / Entry Requirements:
Communication skills are essential for this role as you will be required to work closely with the Hotel operational teams and discuss each event with the client. A passion for delivering excellent customer service and being extremely organised is crucial for the success of every event.
Absolute attention to detail, the ability to multi-task, and flexibility are required in response to changing client requests and the fast-paced nature of the role. Excellent level of English - written and oral. A competent user of full Microsoft Office applications including Excel, Word, and database management. Ability to demonstrate good organisational skills & attention to detail. A clear understanding of the need for confidentiality. Excellent interpersonal and communication skills. Polite with diplomatic skills. Flexible approach. Diligent with a proactive approach.
Why join Apex Hotels?
You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and receive a competitive rate of pay along with a generous range of employee benefits, including:
* 29 days holiday.
* Training and development from day one.
* Employee events and celebrations.
* In-house company interactive employee communication APP.
* Entry to our state-of-the-art gym and pools.
* Healthy meals to enjoy while you're working.
* Access to an external Employee Assistance Programme.
* Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date.
* £200 referral bonus when your friends or family join the team.
* Access to our discounts and wellbeing platform Treat Yourself Here.
* Involvement in our employee of the quarter and annual recognition schemes.
* Long service recognition.
* Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two.
* 50% discount in our restaurants.
* Cycle to Work Scheme.
* Discounted room rates for employees, friends, and family.
* Spa treatments and product discounts.
* Critical Illness & Life Assurance cover.
We encourage you to bring your true self to work. We will provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big; there's a place here for you. We have one ask - that you bring your personality, ideas, and spark.
We're an innovative, thriving business and we want you to be part of our exciting journey.
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