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RESPONSIBILITIES

 

POSITION SUMMARY

To ensure groups and events and Radio Rooftop requests are booked and converted in line with the hotel’s strategy. To ensure the planning, organization and efficient operation of the Groups & Events Radio Rooftop Events Department. To organize all aspects of the groups and events processes once receiving the contract and to include pre-event logistics, on site event management and post event follow-up and billing. To maximize client satisfaction in order to ensure return of business. To ensure all leisure group and incentive enquiries are managed efficiently.

 

GENERAL DUTIES AND RESPONSIBILITIES

  • To aid and assist the F&B Director and Cluster Director of Sales to convert client enquiries into confirmed sales by completing proposals and follow up on enquiries on a timely basis, conducting show rounds when appropriate and to develop future and repeat business, contributing to the profitability of the Hotel.
  • To manage the groups diary and work closely with the Cluster Revenue Manager, F&B Director and Cluster Director of Sales to ensure that yield management practices are adhered to in line with the business needs of the hotel.
  • To actively work as a member of the team, contributing to maximising revenue and generating business.
  • To actively resolicit business from existing customers for business already held within ME London and Radio Rooftop.
  • To check customer satisfaction post-event by contacting the event organiser and resolving any outstanding issues and securing future sales leads.

 

  • To work and co-operate with others, taking part in departmental meetings, team briefings and project work and support other team members and provide assistance when necessary to ensure the hotel team collectively achieves its goals.
  • Ensure that the F&B Director and operations team have full support on any operational matter related with Groups & Events at Radio Rooftop and ME London.
  • To prepare and issue EO and Event sheets, weekly event summary, groups and events reports plus any other report that may be requested by the management.
  • To ensure that all bookings handled by the department are correctly loaded in Opera S&C and Focus CRM in a timely manner.
  • To be available to carry out a meet and greet with clients and carry out constructive handovers between the client and the Operations Team both inside and outside office hours.
  • To arrange hotel site inspections and client visits at the ME London, Radio Rooftop and all the facilities for new and existing clients.
  • To follow the standard operating procedures for the Groups and Events department and Radio Rooftop in all areas.
  • To assist on any reasonable task related to operations.
  • To be committed to fulfilling all the clients requirements, whilst at the same time securing the most profitable terms for the ME London and Radio Rooftop. To apply up-selling techniques to generate incremental revenue.
  • To issue event sheets as soon as the event is confirmed and to ensure that all information/correspondence with and from the client regarding the event is filed.
  • To keep up to date with competitor services, installations and any renovations, as well as on-going promotions for Groups and Events using own initiative to find out more information and communicate them to the rest of the team.
  • To ensure that the office (online) filing system is kept in a neat and professional working order at all times.
  • To follow-up contracted deposit requirements ensuring that billing instructions are adhered to.
  • To organise and prioritise work in order to ensure guaranteed response times and deadlines are met and clients expectations are exceeded.
  • To ensure that all guestroom requirements relating to groups and events business are correctly administrated.
  • To prepare all relevant back-up files for the weekly EO meeting to ensure that information is communicated to all other departments.
  • Meet and greet all groups and events client and guests of the ME London upon their arrival.
  • To ensure that the office is at all times manned and all telephone enquiries answered immediately.
  • To handle guests and customers complaints with precision, speed and with a professional manner, and to the Hotel’s procedure on behalf of the team.
  • To manage internal bookings, as and when requested to the standard set down.
 

 

MANAGING RADIO ROOFTOP REQUESTS

  • Book events in Radio Rooftop.
  • Input event details into OPERA S&C Database (hold date, client contact information, etc.) and Focus CRM system.
  • Create detailed Event Order sheets.
  • Create contracts and pro forma invoices, collect payment in advance.
  • Attend walk-throughs.
  • Arrange site visits for Radio Rooftop.
  • Oversee operation of events to completion from  start to end.
  • Meet & Greet all clients prior to their event daily.
  • Liaison with venue management to ensure proper event execution during events.
  • Responsible for coordination of event services such as security, DJ’s, step and repeats, photographer, printing menus, production for room lay out etc.
  • Participate in the organisation of in-house promotional events.
  • Update menu changes in OPERA S&C when they change with the kitchen in all outlets.

HOTEL

  • Shares all operational information to the General Management, Cluster Director of Sales and F&B Director, as well as other relevant departments at all times.
  • Is fully knowledgeable of the daily results and events in the hotel (Occupancy, average room rate, TripAdvisor ranking, reviews, groups in house, Media, Influencers and other VIPs).
  • Delivering key assigned tasks in on time, ensuring high quality and excellence.
  • Completion of all daily, weekly, monthly, and adhoc reports required by the company.
  • Complying with local legislations in all areas and departments. Supports the implementation of all of related programs even when executed by other departments. 
  • Creates, develops and ensures that all procedures and systems are correctly carried out to facilitate the daily operation of the team.
  • Ensures a constant and fluid communication with the relevant departments for group coordination.
  • Supports the annual special events and promotion plan.
  • Implements and updates department standards and procedures.
  • To ensure that all departments, within your responsibility, are offering the standards of service as laid down in the relevant Department’s SOP manual. Ensure that all SOP manuals and risk assessments are kept up to date and training is provided within departments.

 

 

MANAGING FINANCIAL PERFORMANCE

  • Using key monitors and financial targets to evaluate departmental performance and make future plans.
  • Analysing financial information to assist decision making.
  • Forecasting potential revenues and costs.
  • Controlling costs without compromising standards.
  • Communicating relevant financial information amongst the team.
  • Analysing and explaining any financial variance against plan.
  • Ensure all controls are in place as per Melia Hotels International standards and followed by the

team.

  • To ensure that the Department is operated on an efficient and commercial basis and that all efforts are made to improve financial efficiency, where possible.
  • To be aware of the department current and cumulative results, as compared with budget and previous years and where possible with Industry trends.
  • To be responsible for the compilation on time of departmental forecasts/budgets, ensuring set targets/guidelines are achieved.
  • To make certain that the hotel credit procedures are carried out and strictly adhered to at all times, and that all records are accurate and up to date.
  • To be fully conversant with all Hotel accounting procedures including the use of all computer systems, their capabilities being fully exhausted and ensure compliance of the above at all times.
  • Ensure to be fully up to date with regulations concerning GDPR and ensure the personal data of guests, clients, employees and other stakeholders are treated and stored appropriately, in accordance with GDPR law and regulations and Melia Hotels International standards.

 

MANAGING HEALTH AND SAFETY

  • Understand and follow relevant H&S legislation and the implications on the operation of the department.
  • To ensure all team members within the assigned departments are aware of and observe all security, health and safety regulations.
  • To act in accordance with the fire instructions in the event of a fire, and to ensure that all members of team members have a thorough working knowledge of these instructions.
  • To be overall responsible for all aspects of Health and Safety within assigned departments. To actively promote a safe working environment on a day-to-day basis.
  • To attend statutory training as and when required and ensure operations are made aware and comply with any changes to legislation that may occur.  To be represented on the Health & Safety Committee, and be aware of all relevant legislation.
  • To ensure that all staff are fully trained and comply with “Stay Safe with Melia” regulations and that due diligence is displayed with regard to work practices.

 

PERSONAL QUALITIES

 

  • Responsible
  • Innovative
  • Problem solver
  • Commercially driven
  • An eye for interior décor and design
  • Creative
  • Passionate
  • Leader
  • Influential
  • Strong eye for detail

 

KNOWLEDGE AND PERSONALITY

  • Dominates Microsoft Office (Excel, Word, PowerPoint, Outlook).
  • Has excellent knowledge of ‘Lifestyle’ establishments and culture.
  • Always in the know of new trends, fashions, art and culture
  • An eye for interior design and modern décor
  • A lover of music
  • Is able to create a variety of ambiences from physical materials, lighting, sound and aromas
  • Has customer service know-how and thrives on creating unique experiences
  • Has an outgoing and unique personality
  • Is creative

 

LANGUAGES

  • English: Mother tongue or fluent
  • Further languages are highly valued depending on location
  • Spanish is an advantage

EXPERIENCE

  • The position requires a minimum of three years’ experience in hotels in a similar post such as Groups and Events Executive or similar role.
  • The candidate must have experience in coordinating events in F&B led operations.

EDUCATION

  • Degree in Travel & Tourism and Event Management.

 

 

REQUIREMENTS OF THE POSITION

  • Is able to adapt their working schedule according to the demands of the hotel.
  • Able to physically move around the hotel constantly.
  • Organised and able to react quickly, improvising accordingly.
  • Identifying, communicating and action potential sales leads.
  • Creating an environment where “everyone sells”.