Meeting & Events Coordinator

Company Description

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Job Description

Supporting the sales activity for both hotels in the Meeting and Events segment, organisation and smooth running of events on behalf of all clients for Meeting and Events. To maintain and increase the quantity of sales, maintain and develop new relationships with clients (new and existing). Present a professional, friendly and efficient impression of the Hotel at all times

Is responsible for driving sales and the delivery of a client focused service that results in the achievement of business revenue objectives.

This will be achieved through the provision of a well organized and responsive booking service, the delivery of the product offer, the development of customer relationships and offering a personalized and tailored meeting management service.          

Specific Responsibilities

• Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
• This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
• Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers…)
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
• Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
• Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage Group payments, cancellations, rooming lists and terms and conditions.
• Maintains a precise filing system for all Group reservations and correspondence.
• Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
• Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.
• Maintains control of Guest History and implement policy and procedures.
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
• Clear communication with all staff in relation to all group related topics.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Ensure security and safety procedures are updated and implemented.
• Promotes and maintains good public relations with PCO’s, travel agents, airline companies and commercial organizations and solicits business for the hotel.
• Promotes positive working environment by developing positive team spirit.
• Setup of confidential contracts and agreements
• Other duties as requested.

Commercial

• Receive incoming calls, analyse client needs and know the services offered by the hotel and inform the client which of these match the customer’s needs ensuring a prompt and professional follow up.
• Apply the pricing and commercial policies of the establishment, prepare a quote, negotiate and conclude the sale to optimise volume of turnover for your department and being involved maintaining client loyalty.
• To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
• Maintain up to date records of all events and meetings. Manage the database, tracking new enquiries and business through meetings.
• Regularly check the quality of the services offered through customer comments and feedback during service meetings.
• Ensure the proper distribution of the work sheets on a weekly basis and the relevant information to all departments. To attend daily and weekly operational meetings.
• Take part in all debtors meetings and follow up with any actions for the recovery of debts on behalf of the hotel.
• Monitor the commercial policies of the competition and keep up to date with what is happening in the area.

Production

• To manage the meetings and events diary and keep it updated of any changes, amendments and cancellations.

• Be involved in welcoming and maintaining the loyalty of the clients.
• Prepare invoices for meetings and all events.
• Check the correct organisation of work and logistics for the entire department and make sure that information is correctly transmitted to the various services in question, especially the kitchen.
• Ensure that the health and safety regulations are complied with and applied in the department, especially HACCP standards.

• Assist with mailshots, organise and co-ordinate promotional events within the hotel.
• Take part in preparing annual budgets for your department, help in analysing the results and implementation of any corrective actions necessary.

• Take part in the preparation of the marketing plan and commercial plan for the hotel.

• Check and analyse management reports, which have been compiled for turnover, average cover price, ratios, and business forecasts.

• To attend any meetings and training sessions as required for the position.
• To manage and report all emergencies and complaints using the procedures set by the Hotel.
• To maintain vigilance regarding possible fraud, theft and potential security risks.
• To be fully conversant with all facilities and services of the Hotel.
• To be conversant with the responsibilities and duties of staff and management at the Hotel.

• To deal with customer complaints and ensuring a prompt and professional follow up.

• To assist and ensure that all operational supplies and equipment are used properly and kept in good condition.

​​​​​​​Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.

Environmental Responsibilities

• Be completely familiar with and uphold the Hotel’s environmental commitments, policies and procedures and initiatives relating to: Waste management, Energy and water conservation, Water quality.
• Responsible for supervising, maintaining and growing departmental initiatives with positive and sustainable environment impacts.
• Foster the education to new staff and guests of hotel environmental practices.

Guest Centric

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.

Qualifications

• Minimum Matric (grade 12) or relevant Bachelor Degree.
• Minimum of 2-3 years' experience in events organization with in the hotel industry
• Competent in computer literacy and MS Suite (Outlook, Word, Excel, Powerpoint)