FINANCIAL RETURNS财务回报
· Develop deep understanding and knowledge of key sectors targeted by hotel and ensure products and services are ahead of competition to maximise lead conversion rate and guest satisfaction.
· 深入理解和了解酒店的关键行业，确保产品和服务领先于竞争对手，最大限度地提高客户转化率和客人满意度。
· Provide creative input into Meetings Product Development to maintain a point of differentiation by developing innovative product and revenue opportunities.
· 为会议产品开发提供创造性的投入，通过开发创新产品和收入机会来保持差异化。
· Ensure the timely follow-up and pursuit of strategic relationships with customers and stakeholders in order to drive the highest levels of conversion and guest experience.
· 确保及时跟进和追求与客户和利益相关者的战略关系，以推动最高水平的转化率和客人体验。
· Contribute actively to the compilation of annual business plan and strategic sales & marketing plans. Conduct and/or assist the sales team with customer negotiations.
· 积极参与年度商业计划和战略销售及市场计划的编制。领导和/或协助销售团队进行客户谈判。
· Manage contract signing process.
· 管理合同签订流程。
· Ensure timely delivery of Master Invoice to customers and help with facilitating payment.
· 确保主发票及时交付给客户，并协助付款。
· Complete forecasts, plans, and productivity reports for management.
· 为管理层完成预测、计划和生产力报告。
· 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.参与编制部门年度运营预算和财务计划。监控预算，增加产品和服务的销售，同时尽量减少浪费，以增加收入。
· Negotiate food and beverage prices, function space, and hotel services within approved departmental booking guidelines. 在批准的部门预订指南范围内协商食品和饮料的价格，空间和酒店服务。
PEOPLE员工团队
· Direct day to day conference/convention activities, plan and assign work, and establish performance and development goals for team members.
指导日常会议活动，计划和分配工作，为团队成员建立绩效和发展目标。
· Provide effective leadership to fulfilment and events teams, including the ability to direct activities according to the relevant detailed SOPs.
· 为履行和活动团队提供有效的领导，包括根据相关详细的sop指导活动的能力。
· 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.
· 通过与其他部门的有效沟通和协调，提高团队绩效。根据客人数量确定适当的人员配备水平。发展和维持与客户的有效关系，最大限度地提高客户满意度和促销机会。
· Communicate to his/her superior any issues encountered and other relevant information.
· 向他/她的上级沟通遇到的任何问题和其他相关信息。
· Ensure the team’s accurate and timely updating of all relevant record in the Sales and Catering System.
· 确保团队准确及时地更新销售和餐饮系统中的所有相关记录。
· Organise training sessions, daily briefings and other meetings as required; ensure staff has the tools, training and equipment to carry out job duties.
· 根据需要组织培训课程、每日简报和其他会议;确保员工拥有执行工作职责所需的工具、培训和设备。
· Conduct periodic formal reviews with the Crowne Meetings Fulfillment Team and Crowne Meetings Events Team on their targets and goals.
· 与皇冠会议执行团队和皇冠会议活动团队定期进行正式评审，以确定其目标和目标。
· 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.
· 根据洲际酒店集团的标准和品牌标准，对团队的每一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。
· Recommend and/or initiate salary, disciplinary, or other staffing/human resource-related actions in accordance with hotel or company rules and policies.
· 根据酒店或公司的规章制度和政策，建议和/或发起与薪酬、纪律或其他人事/人力资源相关的行动。
· Act as escalation point for clients and members of the Crowne Meetings Fulfillment Team and Crowne Meetings Events Team and provide resolution to issues.
· 作为客户和皇冠会议履行团队成员以及皇冠会议活动团队成员的升级点，并为问题提供解决方案。
GUEST EXPERIENCE宾客体验
· Process customer inquiries in accordance to specified service standards.
· 按照指定的服务标准处理客户咨询。
· Develop and deliver relevant documentation to the customer (e.g. proposal, contract, loyalty programmes, area attractions, restaurants, facility information).
· 制定并向客户提供相关文件(如提案、合同、忠诚计划、区域景点、餐厅、设施信息)。
· Prepare and guide the team onsite inspections, entertainment, familiarisations and other events for potential customers (when necessary); ensure all details of meetings and conventions are in compliance with hotel standards, including room set-ups, staging, lighting, audio-visual, traffic flow, menus, décor, entertainment, group room blocks, transportation, billing instructions and VIP services.
· 准备并指导团队为潜在客户进行现场考察，娱乐，熟悉和其他活动(必要时);确保会议和会议的所有细节都符合酒店标准，包括房间设置，舞台，照明，视听，交通流量，菜单，décor，娱乐，团体房间，交通，账单指示和VIP服务。
· Assign appropriate designated Event personnel based on the event requirement.
· 根据活动要求指派适当的活动人员。
· 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.
· 在活动前策划过程中，与会议策划者协商，确定最佳的会议室配置，会议/休息流程建议，菜单规划，餐饮协调，桌子安排，装饰选择等，以提高会议效率和生产力。
· 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.
· 确保团队每天与每个会议策划人会面，汇报日常活动，审查消费，账单和合同账单的任何例外情况，并审查最终账单的估计。
· Plan and conduct pre-event meetings with clients and catering staff to determine potential enhancements to the guest experience.
· 策划并组织与客户和餐饮人员的活动前会议，以确定潜在的提升客人体验的方法。
· Analyse and action against client satisfaction surveys to improve services and identify further business opportunities.
· 分析客户满意度调查并采取行动，以改善服务并发现进一步的商业机会。
RESPONSIBLE BUSINESS 企业责任
· Develop awareness and reputation of the hotel and the brand in the local community.
· 提高酒店和品牌在当地社区的知名度和声誉。
· 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.
· 协调安全和安保措施，确保会议顺利进行，尽量减少干扰或问题。为客户提供会议方案和替代方案的指导和建议，以减少浪费，节约能源，并将对环境的影响降到最低。
· Perform other duties as assigned.
· 完成分配的其他工作。
aCCOUNTABILITY责任范围
This is a top-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 Crowne Meetings Fulfillment and 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 indicated in the hotel’s Standard Operating Procedures
· Lead service standards/Proposal quality/Lead handover quality
· Lead conversion rates/Customer feedback/satisfaction/Repeat sales and upsale
这是在提供全方位服务的豪华酒店、度假酒店或大型旗舰酒店担任的高级职位，拥有大量的餐饮、宴会和/或会议设施。可以管理皇冠会议和活动团队成员的专业水平和行政管理。
这一角色的表现应该通过以下关键指标来衡量:
· 每年制定主要绩效目标(根据洲际酒店集团政策)
· 按照酒店标准操作程序进行合规处理
· 引领服务标准/提案质量/交接质量
转化率/客户反馈/满意度/重复销售和追加销售
