FINANCIAL RETURNS
• Develop a strong understanding and knowledge of key sectors targeted by the hotel, and gain sectorial/account expertise when necessary to maximise guest experience
• Communicate to his/her superior any issues encountered and other relevant information
• Team up with counterpart from Convention Sales to deliver sector/customer specific services when necessary
• Participate at weekly BEO and Group Meetings to brief Operational Departments on upcoming groups and events
• Attend and participate in training sessions, daily briefings and other meetings as required
• Work closely with the Sales & Marketing and all Operational Departments to ensure the accounts from the events are consolidated and reconciled
• Ensure the timely follow- up and pursuit of strategic relationships with customers and stakeholders in order to drive the highest levels of guest satisfaction
• Where applicable, supervise, guide and train Event Coordinators in carrying out their responsibilities
• Ensure timely delivery of Master Invoice to customers and facilitate payment
• Ensure the timely delivery of information and all supporting documents as BEOs and Group Resumes to all Operational Departments
GUEST EXPERIENCE
• Assigned upon situation, as the point- of- contact to give immediate assistance in order that customer’s needs are met quickly and their event runs smoothly
• Plan and conduct pre- event meetings with clients and catering staff to determine potential enhancements to the guest experience
• In the pre- event planning process, consult with the meeting planners to identify optimal meeting room configuration, recommendation on meeting/break flow, menu planning, food & beverage coordination, table arrangements, decoration options, etc. to improve meeting efficiency and productivity
• Meet with each meeting planner daily to debrief on daily events, review consumption, bill and any exceptions to contracted billing and review estimates of final billing
• Ensure the organisation of post- event calls and Feedback Survey collection, and follow up with customers to obtain event feedback and identify further business opportunities
RESPONSIBLE BUSINESS
• Develop awareness and reputation of the hotel and the brand in the local community
• Perform other duties as assigned.
• Coordinate safety and security initiatives to ensure meetings flow smoothly with minimal interruptions or problems. Coach and advise clients on meeting options and alternatives that potentially reduce waste, save energy and have a minimal impact to the environment
ACCOUNTABILITY
This is a MICE Events executive position in a full service luxury, resort, or major flagship hotel with high volume catering, banquet, and/or convention facilities.
Performance of this role should be measured by the following key metrics:
• Key Performance Objectives set annually (as per IHG policy)
• Lead Handover Quality
• Customer feedback/satisfaction (MSS)
• Repeat sale or upselling revenue
• Other Events KPIs
• Process compliance as the indicated compliance in the Standard Operating Procedures
