Events Executive

Accor · Delhi

Collected role description

<ul><li>JOB PURPOSE</li></ul>To manage all conferences and events planning operations and to act as a liaison between Banquets, Sales and customer to ensure consistent, high level service throughout hotel events.<ul><li>EXECUTIVE RESPONSIBILITIES & EMPOWERMENT</li></ul>To promote consistency by executing events based on Events/Food and Beverage standard operating procedures (P&Ps) and to recognize opportunities to up-sell and suggest enhancements to create outstanding events.<ul><li>KEY OPERATIONAL RESPONSIBILITIES</li></ul>Planning<ul><li>May work with highly complex or high profile groups when financial impact will be significant.</li><li>Assigns all events turned over to Event Planning team.</li><li>Participate actively in the catering menu development process.</li><li>Lead Conference & Event Management meetings (daily coordination meeting, 10-day review, room block review, etc.) in the absence of the Conference & Events Manager</li><li>Responsible for turned opportunities’ function space and group room blocks.  Maintains these inventories to maximize customer satisfaction and revenue opportunities.</li><li>Effectively manages customer budgets to maximize revenue and meet customer needs.</li><li>Champions in all standards, policies and procedures (Core Deliverables, P&Ps, etc.) for the Conferences & Events team.</li><li>Prepare EOs as per discussion with customers ensuring that all details are recorded to enable smooth execution of the event by the Operations team</li><li>Review all EO’s prepared by direct reports to ensure conference and event details are recorded clearly.</li><li>Reviews staffing levels to ensure that guest service and planning needs are met.</li><li>Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.</li><li>Leads execution of activities to support the Conferences & Events strategy.</li><li>Works with direct reports to review scheduled events and troubleshoot potential challenges/conflicts; communicates these (as necessary) with the appropriate hotel departments.</li><li>Leads discussions to review event complexity and proactively avoid service challenges and failures.</li><li>Ensures the hotel is apprised of all groups that will impact hotel operations.</li></ul>Guest Satisfaction <ul><li>Sets a positive example for guest relations.</li><li>Interacts with guests to obtain feedback on product quality and service levels.  Effectively responds to and handles guest problems and complaints.</li><li>Sets service goals for event service supervisors and associates in order to achieve Event Planner satisfaction goals.</li><li>Empowers associates to provide excellent customer service.  Ensures associates understand expectations and parameters.</li><li>Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.</li><li>Reviews comment cards and guest satisfaction results with associates.  Participates in the development and implementation of corrective action plans.</li><li>Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.</li><li>Attends pre-event meetings as needed to understand group needs.</li><li>Understands the impact Events Planning has on the overall success of an event and manages activities to maximize customer satisfaction.</li><li>Meets with event planners during post-event meetings to obtain feedback on quality of product (e.g., sleeping rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.</li></ul>Human Resources <ul><li>Ensures a departmental orientation program is in place for associates to receive the appropriate new hire training to successfully perform their job.  Ensures associates are cross-trained to support successful daily operations.</li><li>Uses all available on the job training tools for associates.  Supervises on-going training initiatives and conducts training when appropriate.</li><li>Administers associate progressive discipline procedures.  Ensures hotel policies are applied fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (P&P’s) and supports the Peer Review Process.</li><li>Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.</li><li>Ensures that regular on-going communication is happening to recognize performance, communicate expectations, and create awareness of business objectives.</li><li>Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place.</li></ul>Sales & Revenue Management<ul><li>Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for all areas.</li><li>Establishes and maintains an effective up-selling strategy to maximize revenue opportunities during the event phase.</li><li>Participates in customer site inspections and assists with the sales process when necessary.</li><li>Manages revenue and profitability associated with conferencing and events.</li><li>Identifies and communicates revenue and profit opportunities, may be involved in developing catering menus and additional products to sell.</li><li>Stays aware of market trends through active participation in regional/local catering/event management councils, reading industry magazines and trade journals and gathering competitive intelligence.</li><li>Introduces new products or services to meet or exceed customer expectations, generate increased revenue and ensure competitive position in the market; negotiates competitive prices and service agreements with vendors.</li><li>Develops working relationships with outside vendors and establishes prices and service agreements to enhance the event experience and to increase additional revenue opportunities for the hotel.</li><li>Attends scheduled projection meetings to anticipate long term planning needs.</li><li>Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for Events Planning.</li></ul>