Events Executive

Accor · New Delhi

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Job Description

• JOB PURPOSE

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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