Job Title: Cluster Meetings & Events Manager, Malmaison & Hotel Du Vin Newcastle
Rate of pay / Hours: Contract Type: Location:
Reporting to: General Manager and Head of Meetings & Events
Description: To maximize Meetings & Events revenue performance, meeting room occupancy and achieve budgets
Bases: Newcastle
** THE FOLLOWING OBJECTIVES AND RESPONSIBILITIES ARE APPLICABLE TO ALL PROPERTIES IN THE CLUSTER **
Key Objectives
1. To work with the Head of M&E and Regional Events Manager to drive standards, processes, product and subsequently M&E revenues
2. To strategically manage meeting, private dining and wedding enquiries coming into the hotel, ensuring business is negotiated for the hotel that is deemed to be most suited for that opportunity and in line with their business needs
3. Monitor and track weekly enquiry levels and conversion rates for the hotel
4. To plan and manage the M&E team’s absences and holiday requests to ensure that M&E resources are available at all times within the hotel
5. To work with the Regional M&E Manager to set, manage and review the pricing for each hotel in regards to day delegate rates, room hire and minimum F&B spends and to be clearly communicated to the events teams
6. To develop and progress the skills and abilities of the M&E teams through personal development plans and training sessions to address key needs within the region
7. To drive occupancy and revenue from the meetings and events spaces within the hotels
8. To drive catering revenues in all areas within the hotels
9. To manage the locations M&E Offices according to the SOPs within the brand, ensuring adoption of best practice and passing the annual M&E Audit
10. Ensure the correct use of Opera Sales and Catering following the brand SOP for enquiry entry, enquiry handling, contract creation and function sheet creation
11. Ensure revenues are protected by making sure payments are collected in a timely manner including deposits and that credit checks are completed when necessary and communicated to the guest
12. To support the Region Director of Sales with client activities and needs, to optimise relationships and revenue production
13. To support the conversion of group enquiries via the CSO, within the agreed escalation threshold for your hotels
14. To support the weekly M&E forecast by making sure updates are made in Jedox on a weekly basis, with an analysis of performance against forecast and budget, providing an outlook for the weeks/months ahead. Providing a summary of actions and activities being undertaken to achieve goals
15. To achieve annual and quarterly KRAs, revenue targets and hotel budgets
16. To develop and maintain the respect of guests, staff and management
17. To create and drive teamwork within the regional events team by the hosting of regular team meetings either in person or via video conferencing
Key Areas of Responsibility
Finance:
18. To ensure the M&E operations meets and exceeds budgeted targets
19. To understand the construction of budgets and how to influence profit and loss results
20. To assist in the preparation of weekly M&E forecasts
21. To ensure deposit and payments for events and groups are secured and credit checks have been completed for customers requesting credit terms.
22. To maximise upselling opportunities, to drive increased F&B sales from all M&E bookings
Service & Product:
23. Handle all enquiries to a high level including telephone calls, RFP via third party sites, direct emails and leads from brand.com
24. Handle all enquiries linked to meetings, private dining and weddings
25. Manage and handle enquires via third party sites and keeping profiles up to date including but not limited to, Venue Directory, C-Vent, ABC.com, Star Cite, Tag Venues etc
26. Adhering to the Brand call handling guidelines and following up on all leads in a timely manner
27. To work with the groups desk to ensure group business is handled and secured
28. To ensure function sheets and key M&E bookings and results are shared with all relevant personnel through the weekly operations meeting and regular communication (daily briefings, e-mails, etc)
29. To ensure that the meeting rooms are set-up to the guest requirements, taking in to account equipment, room layout, food and beverage requirement, and health and safety
30. To evaluate performance and product on a regular basis in order to recognise opportunity for the future
31. To be a point of contact for M&E clients prior to and post event, to ensure satisfaction and support securing future business opportunities
32. To maintain levels of service that consistently exceeds the expectations of our guests
33. To ensure the ambience, cleanliness and styling of the department is maintained at all times
34. To work to the standard operating procedures at all times in booking events through the S&C section of the PMS
35. Track enquiries and revenues in line with the processes in place
36. Ensure prompt turnaround in responses to client and adhere to timelines specified according to existing service level agreements specified at the time of enquiry
37. To ensure that all calls and enquiries into the department are taken and processed in accordance with the company standards and call handling criteria
People:
38. To maximise efficiency by implementing appropriate training and communication systems in the department and to the operational teams
39. Develop close working relationships with all departments to ensure guest expectations are met
40. To provide a programme of basic training for all new operational leaders (HODs and Assistants) to communicate the understanding of the M&E department
41. To develop strong working relationships with guests within the hotel(s), in order to maximise sales opportunities and generate repeat business and new business across both brands
42. To actively sell the hotel(s) through conducting site inspections and participating in PR events as required
43. To seek and secure new M&E opportunities through attendance of agreed events; networking and promotional (both internally and externally)
44. To ensure all training activities are recorded and evaluated
45. To develop and motivate Meetings & Events Co-ordinator(s)
46. To increase enquiries from clients, by asking for further opportunities during conversations, focusing on the cluster and estate wide
47. Manage the lead and enquiry process, to including liaison with both clients and colleagues
48. Conversion of enquiries; both directly with clients and working closely with the Central Events Team, Regional and National Account Managers and Hotel Sales Managers
49. Communicate details of requests with large revenue opportunities to account managers and agree follow up plans
50. Maintain a high quality of data entry in the systems used, both manually and online
51. Maintain a high level of product knowledge at all times
52. Attend sales visits, presentations and fam trips with clients as/when required
53. Assist in any projects as/when required by the General Manager
54. Performs all duties in a timely and effective manner in accordance with established company policies in order to achieve the objective of the position
55. To undertake other reasonable duties that fall within the parameters of the role
Personal Responsibilities:
Self-management:
56. Sets high standards of performance in all areas
57. Methodically plans and organises, using a systematic approach to get things done
58. Manages time and resources effectively
59. Prioritizes actions and manages tasks through to completion in a timely manner
60. Actively seeks opportunities to develop and learn from experience
Communication & Leadership Skills:
61. Communicates openly and clearly both verbally and in writing
62. Pitches information at the appropriate level
63. Listens to the needs of others before contributing
64. Develops positive working relationships at all levels
65. Manages conflicts and complaints effectively
Problem Solving & Decision Making:
66. Collects and analyses relevant information about a problem
67. Seeks innovative solutions
68. Makes conscious decisions to go for action
69. Accepts personal responsibility to make things happen
70. Constantly reviews in order to improve
Pro-activity:
71. Self-reliant, working with minimal control and direction
72. Acts on own initiative where appropriate
73. Takes calculated risks to achieve results
74. Thinks ahead, developing contingency plans where necessary
75. Has the drive and determination to succeed
76. Contributes and is effective when working with team members and peers alike
Influencing Skills:
77. Presents powerful arguments which persuade others
78. Expresses confidence in own idea and is able to network with other to get the job done
79. Gains commitment to action from a range of people through the internal network
Flexibility:
80. Acts quickly and positively to new situations
81. Continues to be productive in changing and challenging circumstances
82. Can handle more than one task at a time
Commercial Awareness:
83. Understand core commercial aspects relating to both brands
84. Able to analyse and dissect brand strategies and relate to individual responsibilities
85. Can effectively communicate key commercial messages to peers to gain support
General Responsibilities:
86. To adhere to all the policies and procedures within our staff handbook PERFECT10N
87. To attend meetings and training as required, to include travel away from home and overnight stays as necessary
88. To evaluate your performance on a regular basis in order to recognise challenges for the future and adapt priorities accordingly
89. To provide performance data and reports in a timely and accurate manner
90. To maintain reports and systems with current information, cleansing for errors, duplicates and ensure records are kept up to date
91. To perform all duties in a timely, professional and efficient manner in accordance with established company policies
92. To do all within your power to achieve the overall objectives of this position, the hotel(s) and the company
93. To undertake any reasonable requests made of you by the company, including flexibility in hours, location and responsibilities
94. To develop and maintain favourable working relationships with all employees, to foster and promote a co-operative and harmonious working environment, which will be conducive to maximum employee morale, productivity, efficiency and effectiveness
95. Project a professional image, reflective of our brands. Act as an ambassador to promote both Malmaison and Hotel du Vin as market leaders, growing our recognition and reputation
Security, Health & Safety:
96. Ensure all Health & Safety Regulations are adhered to, to safeguard all of our guests and employees
97. Take corrective action where required to improve safety of work areas
98. Ensure that all potential and real hazards are removed
99. Fully understand the fire, emergency and bomb procedures in your place(s) of work
100. Work in a safe manner that does not harm or injure yourself or others
101. Ensure that the highest standards of personal hygiene, dress, appearance, body language and conduct are maintained at all times
102. Maintain your own working area and materials remain clean, tidy and in good shape; reporting any defective materials and equipment to the appropriate person within the company in a timely manner
Please note these duties are not exhaustive and may be modified and amended in line with responsibilities of this role at any time