FINANCIAL RETURNS
·
Develop deep understanding and
knowledge of key sectors targeted by hotel and ensure products and services are
ahead of competition to maximise guest satisfaction
·
Provide creative input into
Meetings Product Development to maintain a point of differentiation by
developing innovative product and revenue opportunities
·
Ensure the timely follow-up and
pursuit of strategic relationships with customers and stakeholders in order to
drive the highest levels of guest experience
·
Contribute actively to the
compilation of annual business plan and strategic sales & marketing plans
·
Conduct and/or assist the sales
team with customer negotiations
·
Ensure timely delivery of
Master Invoice to customers and help with facilitating payment
·
Participate in the preparation
of the annual departmental operating budget and financial plans. Monitor budget
and up sell products and services while minimising waste to increase revenue
·
Negotiate food and beverage
prices, function space, and hotel services within approved departmental booking
guidelines
财务回报
· - 深入了解和掌握酒店所针对的主要行业，确保产品和服务领先于竞争对手，最大限度地提高客人满意度
· - 为会议产品开发提供创造性意见，通过开发创新产品和创收机会，保持差异化优势
· - 确保及时跟进和寻求与客户和利益相关者的战略关系，以推动最高水平的宾客体验
· - 积极协助编制年度业务计划和战略销售与营销计划
· - 开展和/或协助销售团队进行客户谈判
· - 确保及时向客户提供主发票，并协助客户付款
· - 参与编制年度部门运营预算和财务计划。监控预算，向上销售产品和服务，同时尽量减少浪费以增加收入
· - 在批准的部门预订准则范围内，就餐饮价格、活动空间和酒店服务进行谈判
PEOPLE
·
Direct day to day
conference/convention activities, plan and assign work, and establish
performance and development goals for team members
·
Provide effective leadership to
events teams, including the ability to direct activities according to the
relevant detailed SOPs
·
Enhance team performance
through effective communication and coordination with other departments. Ensure
appropriate staffing levels based on guest volume. Develop and sustain
effective relationships with clients, maximizing satisfaction and on-sell
opportunities
·
Communicate to his/her superior
any issues encountered and other relevant information
·
Organise training sessions,
daily briefings and other meetings as required; ensure staff has the tools,
training and equipment to carry out job duties
·
Conduct periodic formal reviews
with the Events Team on their targets and goals
·
Conduct Annual Performance
reviews, set Key Performance Objectives and Personal Development plans in line
with IHG standards and brand standards for each member of the team
·
Recommend and/or initiate
salary, disciplinary, or other staffing/human resource-related actions in
accordance with hotel or company rules and policies
·
Act as escalation point for
clients and members of Events Team and provide resolution to issues
人员
· - 指导日常会议/大会活动，规划和分配工作，为团队成员制定绩效和发展目标
· - 有效领导活动团队，包括根据相关详细 SOP 指导活动的能力
· - 通过与其他部门的有效沟通和协调，提高团队绩效。根据客人数量确保适当的人员配备水平。发展并维持与客户的有效关系，最大限度地提高客户满意度并增加销售机会
· - 向上级汇报遇到的任何问题和其他相关信息
· - 根据需要组织培训课程、每日简报和其他会议；确保员工拥有履行工作职责所需的工具、培训和设备
· - 定期与活动团队就其目标和目的进行正式审查
· - 根据洲际酒店集团标准和品牌标准，对团队每位成员进行年度绩效评估，制定关键绩效目标和个人发展计划
· - 根据酒店或公司的规定和政策，建议和/或启动薪资、纪律或其他人事/人力资源相关行动
· - 作为客户和活动团队成员的上报点，解决问题
GUEST EXPERIENCE
·
Process customer inquiries in
accordance to specified service standards
·
Develop and deliver relevant
documentation to the customer (e.g. loyalty programmes, area attractions,
restaurants, facility information)
·
Assign appropriate designated
Event personnel based on the event requirement
·
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
·
Ensure the team meets 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
·
Plan and conduct pre-event meetings
with clients and catering staff to determine potential enhancements to the
guest experience
·
Analyse and action against
client satisfaction surveys to improve services and identify further business
opportunities
宾客体验
· - 按照规定的服务标准处理客户咨询
· - 制定并向顾客提供相关文件（如忠诚度计划、地区景点、餐厅、设施信息等）
· - 根据活动要求指派适当的指定活动人员
· - 在活动前的规划过程中，与会议规划人员协商，确定最佳会议室配置、会议/休息流程建议、菜单规划、餐饮协调、餐桌安排、装饰方案等，以提高会议效率和生产率
· - 确保团队每天与每位会议策划人会面，汇报每日活动情况，审查消费情况、账单和合同账单的任何例外情况，并审查最终账单的估算情况
· - 计划并与客户和餐饮服务人员举行活动前会议，以确定潜在的客人体验改进措施
· - 分析客户满意度调查并采取相应行动，以改进服务并寻找更多商机
RESPONSIBLE BUSINESS
·
Develop awareness and
reputation of the hotel and the brand in the local community
·
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
Perform other duties as assigned.
负责任的企业
· - 提高酒店和品牌在当地社区的知名度和美誉度
· - 协调安全和安保措施，确保会议顺利进行，尽量减少中断或问题。指导并向客户提供有关会议选择和替代方案的建议，以减少浪费、节约能源并将对环境的影响降至最低。
履行分配的其他职责。
aCCOUNTABILITY问责制度
This is a senior level position in a full service luxury, resort, or
major flagship hotel with high volume catering, banquet, and/or convention
facilities. May manage professional level and administrative Events team
members.
Performance of this role should be measured by the following key
metrics:
·
Key Performance Objectives set
annually (as per IHG policy)
·
Process compliance as the
indicated compliance in the Standard Operating Procedures
·
Lead Handover Quality
·
Other Events KPIs
·
Repeat sale or upselling
revenue
·
Customer feedback/satisfaction
这是一个高级职位，任职于提供全面服务的豪华酒店、度假酒店或拥有大量餐饮、宴会和/或会议设施的大型旗舰酒店。可能管理专业级和行政级的活动团队成员。
该职位的绩效应通过以下关键指标来衡量：
· - 每年设定的关键绩效目标（根据洲际酒店集团政策设定）
· - 遵守标准操作程序中规定的流程
· - 领导交接质量
· - 其他活动关键绩效指标
· - 重复销售或追加销售收入
· - 客户反馈/满意度
立即沟通
