Events Executive (Hotel)

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.