The Role
Accommodation and Conference Services is looking for a new member to join our customer facing team.
You will be the main contact for our customers for conferences, events, catering and visitor accommodation. You will be responsible for overseeing the sales and organisation of large events, liaising directly with external customers and organisations. You will need to co-ordinate with internal operational teams to ensure that events run successfully with an exceptional attention to detail.
We are a small team but work very closely with the Hospitality and Facilities teams and support the entire University and external customers. The successful candidate will receive training in all aspects of the role and have access to other training and development opportunities.
We are looking for a confident communicator who understands the needs of our customers, as well as someone who is willing to throw themselves in to unexpected tasks as short notice. The ability to speak and write in Welsh is desirable for this role.
Aberystwyth University is a great place to work. We offer a competitive salary, 27 days annual leave plus bank holidays and closed days, generous pension scheme and excellent sick pay.
We look forward to receiving your application.
Appointments are normally made within 4 - 8 weeks of the closing date.
General overview
The Conference Service is the sales team for conferences, events, catering and visitor accommodation at Aberystwyth University. We run a year‑round operation with visitor accommodation, short conferences and catering bookings. Our busiest period runs from June to August when we accommodate school groups, major conferences and large‑scale events. Our primary goal is to generate revenue to support the University’s core teaching and research activities.
The Conference Service is led by the Head of Accommodation and Conferencing Services and supported by the Accommodation and Conferencing Manager who are responsible for attracting new business.
Booking requirements range from a simple reservation for bed spaces or lunches for example, through to a complex event management service for the client, where a “one‑stop‑shop” approach is offered. This usually contains elements of booking system design, administration of delegate booking responses, reservation of internal resources, and liaison between internal service providers, reservations of external resources such as coach travel or excursions to visitor attractions, a badge and registration service with financial administration service of delegate fees.
What you’ll do
This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.
This post will provide a challenging and rewarding role within the conferencing and events industry. The post holder will be expected to demonstrate a real ‘can do’ attitude and drive to succeed, together with a sales and service ethos, putting the customer at the centre of everything they do. The ability to manage/prioritise time and tasks and to work as part of a small, sales & customer service focussed team will also be needed.
Sales Activity
* Respond to all sales enquiries (email, telephone, written, verbal, referral from colleagues) in a timely and professional manner, providing the client with all relevant information about products & services required to make a booking decision.
* Close sales at point of enquiry. If possible, offering ‘up‑sell’ of superior/extra services to maximise return.
* Keep log of outstanding enquiries/leads and follow up with courtesy call at agreed later date.
* Bring any ‘barriers to sale’ to the attention of the Conference Office Sales Manager/Business Development Manager. Negotiate rates where authority is given.
* Identify new sales leads according to marketing plan and initiate dialogue with potential clients.
Sales Administration
* Ensure all bookings are entered onto the Kinetic booking system with full details included on the day the booking is taken.
* Co‑ordinate hospitality orders and liaise with internal service delivery departments including residences.
* Review existing bookings to understand special requirements, VIPs and any potential issues that need bringing to the attention of operations.
* Raise invoices by the end of the week of the event.
* Maintain regular contact with the client in run up to event.
* Act as a nominated representative and customer liaison for internal and external clients before and during event.
* Send follow up email and feedback survey to client by the end of the week of the event.
Financial
* Prepare, process and balance financial transactions, including banking and reconciliation.
* Manage conference budgets and bespoke quotations, including pricing, to ensure agreed profit margins are achieved. Gain understanding of relevant cost base for hospitality, rooms and accommodation operations.
* Perform benchmarking exercises on a regular basis to inform annual price setting.
* Collate feedback data and analyse trends, passing on specific comments to relevant operations and escalating complaints to management.
Health and Safety
* The role holder will have health and safety responsibilities in terms of monitoring risk assessments submitted by external clients and advising (in tandem with HS&E Office) internal event clients.
Additional Responsibilities
* Undertake other duties as assigned by your line manager, commensurate with the role's grade.
* To be a flexible member of the team, supporting colleagues at peak times of workload and pressure including attendance at university events e.g. open days, graduation which may include weekend work.
* Promote equality of opportunity, and to support and uphold the University’s commitment to diversity and inclusion in all aspects of your work.
* To support the university strategy and underlining plans, engage in continuous personal and professional development in line with the demands of the role, including undertaking relevant training and development activities to develop yourself and support the development of others.
* Fulfil health and safety responsibilities appropriate to the role, while actively promoting the personal health, safety and wellbeing of staff and students as a member of the Aberystwyth community. Additionally, support the University’s commitment to environmental sustainability through responsible practices and engagement.
The above does not represent an exhaustive list of duties associated with this role.
Who you are – Qualifications, Experience, Knowledge and Skills required
Essential
1. Educated to A‑Level standard, or equivalent qualification or experience.
2. Sales & service‑oriented approach.
3. Experience working in a customer‑focused environment.
4. Outstanding interpersonal & communication skills with the ability to represent the University in a customer facing capacity.
5. Strong negotiation skills and the ability to influence others.
6. Sharp attention to detail with high personal standards and the confidence to instil service values in others.
7. Experience of Microsoft suite of software and ability to learn relevant software packages.
8. Oral (spoken) and Written Welsh Level B2.
Desirable
1. Educated to degree level in a business related discipline.
2. Work experience in a sales or service centred organisation.
3. Evidence of commercial acumen and the ability to analyse financial data and trends.
4. Experience working in a conferencing or tourism sector.
5. Understanding of Higher Education, Academic Conferences and University Life‑Cycles.
6. Oral (spoken) and Written Welsh Level C1.
*More information on Welsh Language Levels can be found at: https://www.aber.ac.uk/en/hr/policy-and-procedure/welsh-standards/
How to apply
To promote a flexible workforce, the University will consider applications from individuals seeking full time, part time, job share, or term time only working arrangements.
Applications for this role must be made through jobs.aber.ac.uk. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Benefits
* Flexible working policy
* Hybrid Working
* 36.5 – hour week for full‑time roles
* Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days
* Commitment to Professional Development
* Enhanced contribution to our workplace pension schemes
* Staff recognition and reward schemes
* Opportunity to learn the Welsh language for free
* Staff relocation bursary
* Maternity, Paternity, Parental and Adoption Leave
* Staff discount for gym facilities, hospitality, and retail on campus.
Please keep reading
Aberystwyth University generally supports hybrid working, allowing a mix of office‑based and remote working for suitable roles to enhance flexibility and productivity. Job descriptions typically detail a primary work location alongside opportunities for flexible, remote, or home‑based work, subject to service needs and manager approval.
We welcome applicants from all backgrounds and communities and those that are currently underrepresented in our workforce. This includes but is not limited to Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.
We are a Bilingual Institution which complies with the Welsh Language Standards and is committed to Equal Opportunities. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Employment Visa
Under the UK Government’s points‑based system scheme, this role does not meet the criteria to be sponsored by Aberystwyth University (AU) for a Skilled Worker Route (SWR) application.
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