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Company Description
At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.
Join a team where you can be all you are, grow and create your path, work with purpose, and enjoy and feel valued.
This is an exciting entry-level role with growth opportunities for a motivated applicant. Make it your next move.
Job Description
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.
- EXECUTIVE RESPONSIBILITIES & EMPOWERMENT
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.
- KEY OPERATIONAL RESPONSIBILITIES
Planning
- May work with highly complex or high profile groups when financial impact will be significant.
- Assigns all events turned over to Event Planning team.
- Participate actively in the catering menu development process.
- Lead Conference & Event Management meetings (daily coordination meeting, 10-day review, room block review, etc.) in the absence of the Conference & Events Manager
- Responsible for turned opportunities’ function space and group room blocks. Maintains these inventories to maximize customer satisfaction and revenue opportunities.
- Effectively manages customer budgets to maximize revenue and meet customer needs.
- Champions in all standards, policies and procedures (Core Deliverables, P&Ps, etc.) for the Conferences & Events team.
- Prepare EOs as per discussion with customers ensuring that all details are recorded to enable smooth execution of the event by the Operations team
- Review all EO’s prepared by direct reports to ensure conference and event details are recorded clearly.
- Reviews staffing levels to ensure that guest service and planning needs are met.
- Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
- Leads execution of activities to support the Conferences & Events strategy.
- Works with direct reports to review scheduled events and troubleshoot potential challenges/conflicts; communicates these (as necessary) with the appropriate hotel departments.
- Leads discussions to review event complexity and proactively avoid service challenges and failures.
- Ensures the hotel is apprised of all groups that will impact hotel operations.
Guest Satisfaction
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
- Sets service goals for event service supervisors and associates in order to achieve Event Planner satisfaction goals.
- Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
- Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Attends pre-event meetings as needed to understand group needs.
- Understands the impact Events Planning has on the overall success of an event and manages activities to maximize customer satisfaction.
- 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.
Human Resources
- 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.
- Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when appropriate.
- 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.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures that regular on-going communication is happening to recognize performance, communicate expectations, and create awareness of business objectives.
- Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place.
Sales & Revenue Management
- Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for all areas.
- Establishes and maintains an effective up-selling strategy to maximize revenue opportunities during the event phase.
- Participates in customer site inspections and assists with the sales process when necessary.
- Manages revenue and profitability associated with conferencing and events.
- Identifies and communicates revenue and profit opportunities, may be involved in developing catering menus and additional products to sell.
- 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.
- 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.
- 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.
- Attends scheduled projection meetings to anticipate long term planning needs.
- Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for Events Planning.
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