Group & Events Coordinator

2 weeks ago

Cape Town, South Africa HotelJobs.co.za Full time

KEY RESPONSIBILITIES INCLUDES BUT ARE NOT LIMITED TO:
General:

- Inspire guests with an attitude of personal attention to their requests
- A commitment to a sense of urgency, immediacy, and total responsiveness
- Anticipate guest needs and address them in a refreshing manner
- Demonstrate commitment to uncompromising standards of excellence
- Have superior knowledge of Winelands and surrounds
- Approach each guest in a confident and welcoming manner
- Work as a team with all other Departments in their endeavour to delight the guest
- Demonstrate a willingness to “go the extra mile” to exceed guest expectations
- Show respect for guests’ security and privacy at all times
- Dissatisfied guests are acknowledged immediately and attended to without delay.
- The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person.
- Complaints are followed up where appropriate to ensure satisfactory actions are taken
- To understand the basic business imperative and operational standards regarding the establishment
- To adhere to agreed systems and procedures
- Represent the establishment in a positive manner at all times
- To complete all given tasks in a timely manner and to adhere to operational hours as needed

Proactive Sales Role
- Identify, solicit, and develop existing and new accounts
- Develop and monitor action plans for designated accounts in order to meet departmental goals
- Act as a liaison between the Company and the client and serve as the spokesperson on behalf of the Company
- To ensure delivery of best support and customer service to clients
- To plan, organize and host client events and internal clients/hotel sales calls
- Plan and conduct creative site inspections
- To identify and profile new market opportunities
- To use approved presentation materials and procedures to ensure brand consistency
- To create an outstanding brand image in every interaction with clients
- To maintain a high level of product and service awareness in order to explain and sell services and facilities to client effectively and confidently
- To set high performance standards and to pursue aggressive goals
- To strive for constant improvements and to take responsibility for achieving business results
- Maintaining rate integrity and maximizing yield opportunities in cooperation with revenue management

Reactive Sales Role
- Represent Aquila during property site inspections and educational visits for guests reserving a Group with a program attached - Travel Agents, Trade clients, individual guests, conference groups, incentive groups etc.
- Check venue and rooms availability prior to confirming to the client
- Conduct show rounds for events and groups ensuring all departments and management are aware of VIP show rounds for large groups and that arrangements are made to “wow: the clients
- Possess comprehensive knowledge of Aquila facilities and activities
- Negotiate the contractual terms and ensure all written communication is presented professionally with no errors and attention to branding details such as font etc.
- Maximize on Revenue for both rooms and catering functions in line with strategy

Event Management (pre-event role):

- Meet with the client to ensure that all aspects of the event or group are discussed to ensure that the operational teams are fully aware of the client’s requirements and expectations
- Manage client to ensure that the client is aware of timelines with regards to menu decisions, deposit schedules, room attrition dates etc.
- Drafting of the Group Resume and or Function Sheets showing every aspect of the booking from arrival to departure and distributing this to the Operational Department gibing them sufficient time to prepare
- Conduct pre con meetings before group arrival ensuring all required department HOD’s are present and that they are aware of their department’s individual responsibilities
- Ensure your client received a pro forma invoice and that deposit payments are paid on due dates
- Ensure room pickup for groups are as per contract requirements and that Group Agreement Attrition Review dates are kept with the clients
- Preparing a detailed handover document in the form of a resume and function sheet

Event Management (onsite role):

- Meeting & greeting of client for Groups and Events and introducing them to Banqueting Manager and relevant departments
- Check in with the client through the group stay/event to ensure that they are happy with the hotel’s delivery of their requirements
- Communicate all areas of concern as received from the client to relevant department heads
- Attend Morning Meetings when required in order to run through forthcoming groups /events
- To be fully conversant with all health and safety, fire and emergency procedures
- Ensure all accounts are finalized relating to groups and events with no outstanding payments on group bills

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