Cluster Meeting & Events Manager

To work with the Head of M&E and Regional Events Manager to drive standards, processes, product and subsequently M&E revenues.

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.

Monitor and track weekly enquiry levels and conversion rates for the hotel.

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.

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.

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.

To drive occupancy and revenue from the meetings and events spaces within the hotels.

To drive catering revenues in all areas within the hotels.

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.

Ensure the correct use of Opera Sales and Catering following the brand SOP for enquiry entry, enquiry handling, contract creation and function sheet creation.

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.

To support the Region Director of Sales with client activities and needs, to optimise relationships and revenue production.

To support the conversion of group enquiries via the CSO, within the agreed escalation threshold for your hotels.

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.

To achieve annual and quarterly KRAs, revenue targets and hotel budgets.

To develop and maintain the respect of guests, staff and management.

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

• To ensure the M&E operations meets and exceeds budgeted targets.
• To understand the construction of budgets and how to influence profit and loss results.
• To assist in the preparation of weekly M&E forecasts.
• To ensure deposit and payments for events and groups are secured and credit checks have been completed for customers requesting credit terms.
• To maximise upselling opportunities, to drive increased F&B sales from all M&E bookings.

Service & Product

• Handle all enquiries to a high level including telephone calls, RFP via third party sites, direct emails and leads from brand.com.
• Handle all enquiries linked to meetings, private dining and weddings.
• Manage and handle enquiries 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.
• Adhering to the Brand call handling guidelines and following up on all leads in a timely manner.
• To work with the groups desk to ensure group business is handled and secured.
• 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).
• To ensure that the meeting rooms are set-up to the guest requirements, taking into account equipment, room layout, food and beverage requirement, and health and safety.
• To evaluate performance and product on a regular basis in order to recognise opportunity for the future.
• To be a point of contact for M&E clients prior to and post event, to ensure satisfaction and support securing future business opportunities.
• To maintain levels of service that consistently exceeds the expectations of our guests.
• To ensure the ambience, cleanliness and styling of the department is maintained at all times.
• To work to the standard operating procedures at all times in booking events through the S&C section of the PMS.
• Track enquiries and revenues in line with the processes in place.
• Ensure prompt turnaround in responses to client and adhere to timelines specified according to existing service level agreements specified at the time of enquiry.
• 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

• To maximise efficiency by implementing appropriate training and communication systems in the department and to the operational teams.
• Develop close working relationships with all departments to ensure guest expectations are met.
• To provide a programme of basic training for all new operational leaders (HODs and Assistants) to communicate the understanding of the M&E department.
• 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.
• To actively sell the hotel(s) through conducting site inspections and participating in PR events as required.
• To seek and secure new M&E opportunities through attendance of agreed events; networking and promotional (both internally and externally).
• To ensure all training activities are recorded and evaluated.
• To develop and motivate Meetings & Events Co-ordinator(s).
• To increase enquiries from clients, by asking for further opportunities during conversations, focusing on the cluster and estate wide.
• Manage the lead and enquiry process, including liaison with both clients and colleagues.
• Conversion of enquiries; both directly with clients and working closely with the Central Events Team, Regional and National Account Managers and Hotel Sales Managers.
• Communicate details of requests with large revenue opportunities to account managers and agree follow up plans.
• Maintain a high quality of data entry in the systems used, both manually and online.
• Maintain a high level of product knowledge at all times.
• Attend sales visits, presentations and fam trips with clients as/when required.
• Assist in any projects as/when required by the General Manager.
• Perform all duties in a timely and effective manner in accordance with established company policies in order to achieve the objective of the position.
• To undertake other reasonable duties that fall within the parameters of the role.

Personal Responsibilities

Self-management

• Sets high standards of performance in all areas.
• Methodically plans and organises, using a systematic approach to get things done.
• Manages time and resources effectively.
• Prioritises actions and manages tasks through to completion in a timely manner.
• Actively seeks opportunities to develop and learn from experience.

Communication & Leadership Skills

• Communicates openly and clearly both verbally and in writing.
• Pitches information at the appropriate level.
• Listens to the needs of others before contributing.
• Develops positive working relationships at all levels.
• Manages conflicts and complaints effectively.

Problem Solving & Decision Making

• Collects and analyses relevant information about a problem.
• Seeks innovative solutions.
• Makes conscious decisions to go for action.
• Accepts personal responsibility to make things happen.
• Constantly reviews in order to improve.

Pro-activity

• Self-reliant, working with minimal control and direction.
• Acts on own initiative where appropriate.
• Takes calculated risks to achieve results.
• Thinks ahead, developing contingency plans where necessary.
• Has the drive and determination to succeed.
• Contributes and is effective when working with team members and peers alike.

Influencing Skills

• Presents powerful arguments which persuade others.
• Expresses confidence in own idea and is able to network with others to get the job done.
• Gains commitment to action from a range of people through the internal network.

Flexibility

• Acts quickly and positively to new situations.
• Continues to be productive in changing and challenging circumstances.
• Can handle more than one task at a time.

Commercial Awareness

• Understand core commercial aspects relating to both brands.
• Able to analyse and dissect brand strategies and relate to individual responsibilities.
• Can effectively communicate key commercial messages to peers to gain support.

General Responsibilities

• To adhere to all the policies and procedures within our staff handbook.
• To attend meetings and training as required, to include travel away from home and overnight stays as necessary.
• To evaluate your performance on a regular basis in order to recognise challenges for the future and adapt priorities accordingly.
• To provide performance data and reports in a timely and accurate manner.
• To maintain reports and systems with current information, cleansing for errors, duplicates and ensure records are kept up to date.
• To perform all duties in a timely, professional and efficient manner in accordance with established company policies.
• To do all within your power to achieve the overall objectives of this position, the hotel(s) and the company.
• To undertake any reasonable requests made of you by the company, including flexibility in hours, location and responsibilities.
• 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.
• 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

• Ensure all Health & Safety Regulations are adhered to, to safeguard all of our guests and employees.
• Take corrective action where required to improve safety of work areas.
• Ensure that all potential and real hazards are removed.
• Fully understand the fire, emergency and bomb procedures in your place(s) of work.
• Work in a safe manner that does not harm or injure yourself or others.
• Ensure that the highest standards of personal hygiene, dress, appearance, body language and conduct are maintained at all times.
• 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.