ICC Wales - Event Management Administrator in Newport

DEPARTMENT: Event Management

POSITION: Event Management Administrator

GRADE: Team Member

REPORTS TO: Senior Event Manager

Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

Reporting to the Senior Event Manager you will be responsible for providing administration assistance to the Event Management Team. The role is office based and you will be organised, analytical, composed, time conscious and have great customer service skills. You will be required to answer the telephone calls and emails from clients and provide assistance with any questions and queries. You will work closely with the Event Management Team checking through all EO’s ensuring they are up-to-date for the weekly meetings, take minutes at client meetings, check all documents are updated with relevant information from the EMs, update forecasts weekly, raise invoices and chase payments where necessary. You will manage EMs email inboxes ensuring that any urgent queries are dealt with in a timely and professional manner, when they are out of office.

GENERAL

• Responsible for helping to maintain a customer-focused culture which supports the values expressed in the Collection Ambition and the Collection’s business goals of profitability and service quality.
• Establishes and maintains effective and positive relationships within the team as well as other departments.
• Complies with the Collection’s Health and Safety, Hygiene policies as well as all other Collection policies and procedures.
• Reports all situations that may present a danger to guests or staff immediately to the relevant people and takes action to rectify the situation if possible.
• Ensures that resources are used effectively, minimising waste to protect our environment and to reduce costs.
• Performs related duties and special assignments as and when required.

JOB FUNCTIONS

• Communication: Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other.
• Budgets: Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these.
• Standards: Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.
• Controls: Maintains an understanding of the controls in place that monitor performance of the Department.
• Structure: Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.
• Team: Ensuring you are trained in all relevant courses applicable to your position and remain passionate about achieving the ultimate internal/external customer experience.
• Delivery: Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.
• To assist and support the Events Management Team with their daily administration.
• To assist in preparing information needed for appointments and site visits for the Event Manager to refer to during client meetings.
• To take minutes during client meetings and update post-meeting notes.
• To assist in raising pro forma invoices and contacting clients to chase for any due payments where necessary.
• To assist in updating EO’s with information from meeting notes.
• To assist in completing & updating the Pre-event knowledge document for each event.
• To assist in completing the Pre-during post report.
• To assist in ensuring all site visits are entered onto Ungerboeck as an event or activity- dependent on requirements.
• To create and raise Addendums when instructed by the Event Managers.
• On the return of addendums to ensure additional booking details are moved over to the main booking and documents saved accordingly.
• To monitor Event Manager’s email inboxes when they are in meetings, working events or out of the office.
• To answer incoming telephone calls and provide assistance when needed.
• To respond to clients via telephone and emails, providing assistance with any questions or queries.
• To assist in sending out post event surveys and highlight any areas of concern or positive feedback on any completed and returned forms.
• To work with all internal departments communicating relevant information.
• To carry out all tasks as directed by the Senior Event Manager.
• To assist in keeping Ungerboeck updated with contact information regarding companies, contacts, agents etc.
• To have basic knowledge of all events taking place in the centre.
• To be the main point of contact in the office in the absence of the Event Manager.
• Responsible for the cleanliness and presentation within your working environment in accordance with set standards.
• Responsible for escalating any complaints to the Venue Director immediately, providing full details.
• To adhere to the company credit policy.
• To establish and maintain effective and positive relationships with his/her own team as well as with other departments.
• To comply with Collection’s Health, Fire and Safety and Hygiene policies as well as all other Collection policies and procedures.
• Reports all situations which may represent a danger to guests or staff immediately to his/her supervisor and takes action to rectify the situation, if possible.
• To seek every opportunity to broaden professional expertise for both self-improvement and that of the Collection.
• To observe highest standards of personal and professional integrity in respect of relationship with colleagues and employers.
• To do all above within the parameters of the department mission statement, code of practice and brand standards manual.
• Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.
• To perform related duties and special assignments as and when required.

Training: Responsible for attending all required training as scheduled.

Leadership: Maintains an understanding of the departmental objectives and contributes to a positive team environment, focused on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty.

Team Building: Responsible for contributing to team building sessions both within and outside the Collection.

Checking: Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required.

Evaluation: Contributes to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department.

Innovation: Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.