Event Specialist - Singapore - SINGAPORE MARRIOTT TANG PLAZA HOTEL

Description

Job Overview

To provide our customers the benefits of specialized and personalized service for events and group accommodation management. The functions and responsibilities revolve around ensuring a smooth transition of confirmed business from the Sales Centre to Event Management, which will assure successful event delivery through efficient coordination and communication. The process incorporates a sales function of ensuring accurate forecasting of confirmed business volume and upsell. Customer satisfaction is the key to repeat business.

Functions and Responsibilities

Department Function

• Reports directly to Director of Event Management/Senior Event Manager.
• Responsible for Event coordinator performance/goals/development.
• Executes goals established by Director of Event Management /Senior Event Manager with common objective.
• Integrity to ensure security and confidentiality of all Hotel sales accounts and profiles.
• Ensure high level of customer satisfaction is achieved through professionalism in all aspects of event delivery.

Operating Procedures and Workflow

• Execute workflow according to Standard Operating Procedures of Event Management
• Smooth takeover of confirmed events/groups within 24 hours of handover
• Continue to build/maintain rapport and confidence with organizer
• Professional advice and efficient follow-up with organizer during planning phase
• Accurate forecasting of definite groups with minimal targeted variance of 3-5%
• Close follow-up on release dates as per attrition/deposit commitments in contract
• Constantly update Group Coordinator on latest rooming list details/transfers/amenities/others
• Ensure all technical procedures concerning takeover/update of groups is executed in S&C
• Ensure all administration and filing concerning takeover/pre/post event is executed
• Ensure accuracy of Daily/Weekly BEO Forecast/Weekly Group Forecast/Cover Sheets/BEO's
• Ensure quick follow up and retrieval of updated event details e.g. room rate/peak room nights/nature of event/group/deadlines for rooming list/release rooms/deposits
• Accuracy in capturing, recording and dissemination of updated information/changes is vital
• Ensure timely communication and distribution of all Group Cover Sheets and Banquet Event Orders
• Ensure VIP procedures adhered with necessary Pre-Conference Meetings
• Ensure 'POP UP' events/groups communication procedure addressed
• Present during execution of event with formal handover to Banquet Operations/Front Office
• Ensure proper storage and recording of all event materials prior to and after event
• Ensure necessary Indemnity undertaken pertaining to areas that may result in Hotel liability
• Adhere best practice procedures for Sales & Marketing and Catering IT systems e.g. FIDELIO S&C/FRONT OFFICE

Revenue & Profitability

• Accountable for accuracy in S&C Weekly Group Forecast of definite groups vis a vis forecast error percentage.
• Responsible to engage upsell
• Solicit future business during post-even cycle for Sales Center
• Proactive involvement in any Hotel sales initiatives/promotions
• Drive profitability with objective of cost savings in all logistics commitments involved in event planning
• Awareness of competitor product, packaging, pricing, customer profile and service quality
• Periodically initiate competitor shop calls/surveys or involve in Property diagnostic exercise
• Ensure accuracy of teams Catering Month End Reports (CMER)

Customer Service / Feedback & Product Development

• Present during execution of event with formal handover to Banquet Operations / Front Office
• Proactive in contribution towards suggestions for improvement of customer service or workflow
• Establish a smooth communication channel with all internal and external guests
• Encourage and obtain timely guest feedback with effective of communication to departments concerned
• Compile Weekly Event/Group Feedback
• Ensure Meeting Planner Survey (MPS) issues to all organizers
• Exercise empowerment and decision making in Service Recovery with recommendation for improvement
• Commitment to review, update, improve and instill creativity in product
• Keep abreast of technology and product knowledge

Training

• Participate in daily 15 minutes training and assigned as champion for any formalized training

Associate Satisfaction

• Maintain sound and positive rapport with key sections; Sales Centre/Proactive Sales & Reservations and all other departments in Hotel
• Maintain harmony in team spirit and morale in line with Pulse Survey
• Responsible for development and training of coordinators

Others

• Perform any other duties and responsibilities as assigned accordingly

Job Requirements

• Degree or Diploma or equivalent professional qualification, or previous experience in Event Management
• Ability to prioritise and plan workload efficiently, with a thorough and meticulous approach.
• Highly organised and self-motivated person who can efficiently and effectively manage a wide range of tasks and objectives.
• Ability to work well under pressure and priorities tasks, as directed as well as using own initiative.
• May require occasionally to work on weekend and odd-hours for events, roadshows.
• Able to start work anytime or within short notice period.