Position:
Event Executive
Department:
Sales
Reports to:
Senior Event Manager & Sales Director
This job description sets out the current duties of the job role that may vary from time to time without changing the general character of the job role or the level of responsibility entailed.
Job Summary
The Event Executive is responsible for incoming enquiries from conversion through to seamless transition to event execution. The Event Executive provides excellent customer service through every element of the event or group enquiry, utilising strong selling skills. Prepares all event documentation and coordinates with all relevant hotel departments and the customer, to ensure consistent high-level service through pre-event, during event and post event. Recognises opportunities to maximise revenue conversion and drive repeat business. The Event Executive takes personal responsibility to adhere to sales and event brand standards for inquiry handing, event planning, pre and post event.
Scope/Business Context
Analytical Skills
* Problem solving and encouraging new innovative solutions when appropriate.
* Strong decision-making.
* Applied Learning.
Interpersonal Skills
* Customer service orientation.
* Strong customer development and relationship management skills.
* Teamwork.
* Diversity Relations.
* Interpersonal Skills.
Organisation
* Effective time management.
* Ability to Multitask.
* Strong planning and organisation.
* Detail orientated.
Communication Skills
* Communicates clearly and concisely.
* Strong English language proficiency (verbal, reading and writing)
* Applies active listening skills.
* Telephone etiquette skills.
Personal Attributes
* Stress tolerance.
* Dependability.
* Positive demeanour.
* Good presentation.
* Integrity.
* Adaptability and flexibility.
* Safety orientation.
* Strong initiative.
* Strong innovation.
Other Skill Specific to Role
* Knowledge of meetings and events management.
* Knowledge of contract management and legalities.
* Knowledge of menu planning, food presentation and banquets and events service operations.
* Knowledge of event technology products and services
* Knowledge of current trends in event management and event technology.
* Knowledge of overall hotel operations as the effect department.
Candidate Profile
Experience:
* Previous experience within a similar style of operation or golf environment preferred.
* Previous experience within customer service role, sales, event management, ideally within a hotel environment.
Education or Certification:
* A Levels or equivalent.
* Bachelor's degree preferred.
Specific Duties
The following are specific responsibilities and contributions critical to the successful performance of the position:
* Ownership for the management and conversion of assigned enquiries.
* Coordination of all customer requirements, including communication and completing verbally and in writing with the customer, the details of an event up to handover, to operations on the day of event execution.
* Expertise in menu planning, food presentation and meeting room setups, audiovisual and banquet service standards. Cooperate with banqueting operations and kitchen team to develop new F&B concepts according to the meetings purposes.
* Correct use of systems processes to ensure booking integrity, consistency and accuracy.
* Sells to a pre-determined event and group strategy.
* Works within brand standards and systems processes.
* Generate incremental revenue and deliver excellent guest service.
* Effectively manages bedroom blocks and meeting space inventory for assigned groups.
* Conducts compelling show rounds to win the business.
* Proactively resolicits previous customers and event bookers for future opportunities.
Guest Satisfaction
* Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting.
* Sets a positive example for guest relations. Address guests’ service needs in a professional, positive, and timely manner, responding promptly to requests.
* Anticipates guest service needs, including asking questions of guests to better understand their needs and watching, listening to guest preferences and acting on them whenever possible. Interacts with guests to obtain feedback on product quality and service levels.
* Effectively responds to and handles guest problems and complaints. Actively listens and responds positively to guest questions, concerns and requests using brand or property specific processes to resolve issues, delight and build trust. Follow up with guests following any concerns to ensure their problems or requests have been met to their satisfaction.
* Demonstrate knowledge of hotel services and facilities and any local attractions in nearby towns, cities to support guest queries.
* Observe service behaviours of Team Members and provides feedback to individuals. Continuously strives to improve service performance.
* Conducts pre imposed event meetings as required to review or communicate group needs and feedback.
* Actively solicits feedback from hotel departments to identify areas for improvement to enhance the event planners experience.
* Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.
Sales and Revenue Management
* Delivers a compelling sales experience to drive conversion and repeat business.
* Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability, and event execution.
* Effectively, up sells products and services throughout the event process.
* Participates in customer site inspections and assists with sales process where necessary.
* Effectively manages customer budgets, to maximise revenue and meet customer needs.
* Accurately forecast group sleeping rooms and group and event revenue, catering and audio visual for his or her group.
Working with Others and Communication
* Use communication methods including monthly one to one's and pre and post briefings to ensure a seamless transition of all information relevant to the department, company and the guests.
* Establish channels of inter-departmental communication to ensure clear and effective communication between departments within the hotel.
* Develop and maintain positive and productive working relationships with other employees and departments.
* Support all co-workers and treat them with dignity and respect.
* Actively listen to and consider the concerns of team members and guests, responding appropriately and effectively. Handling sensitive issues with tact, respect, diplomacy and confidentiality.
* Partner with and assist others to promote an environment of teamwork and achieve common goals.
* Speak to guests and coworkers using clear, appropriate and professional language.
* Prepare and review written document e.g. daily logs, business letters, memoranda, reports including proofreading and editing written information to ensure accuracy and completeness. Ensure all necessary paperwork is accurate and fully completed.
* To attend all training sessions and complete additional learning provided by the hotel.
Policies and Procedures
* Demonstrate a full and thorough knowledge of company and department policies and standard operating procedures, acting in accordance with these at all times.
* Protect the privacy and security of guests and coworkers.
* Maintain confidentiality of proprietary materials and information.
* Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
* Perform other reasonable job duties as requested by supervisors/hotel management.
* Ensure all company cash and key procedures are followed.
* Comply with all company, property and hotel quality assurance expectations and standards.
Safety and Security
* Be familiar with and follow all hotel safety and accident prevention procedures. Reporting work related accidents or other injuries, immediately upon occurrence to manager or supervisor.
* Report any defects or health and safety matters brought to your attention. Following the hotel health and safety procedures.
* Ensure that all work is carried out in compliance with health and safety law specifications as stated by both legislative requirement and the hotel’s policy and procedures.
* Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.
* Identifying correct and safe work procedures or conditions and or report them to management and security safety personnel.
* Complete appropriate safety training and certifications to perform work tasks.
* Follow property specific procedures for handling emergency situations, EG evacuations, medical emergencies and natural disasters.
* Maintain awareness of undesirable persons on property or premises.
* To support other functions during busy periods and during times of sickness, holidays and absences.
* Works to achieve department, hotel and company targets and goals.
* Performs other duties as assigned to meet business needs.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .