Group and Event Manager (Maternity Cover) - St. Pancras London Autograph Collection

Responsibilities

• As a Group and Event Manager at St Pancras you will take the responsibility for group bookings, and some meetings & events. You will ensure a high level of service throughout the complete transaction and through co-ordination with the Regional Sales Office, Hotel Departments and customer, takes total responsibility of the finalization of the assigned group. The Group & Event Manager will also support the department with day to day tasks including supporting other Event Managers in handling and building groups that form part of more complex events.
• Deliver and support the hotel and brand’s service standards at every moment, including knowledge of the hotel, it’s history, the Navigator and the RWay.
• Attend and actively participate in all required training sessions including shift briefings and any other.
• Is a role model for service and hospitality ensuring every guest is satisfied and will return. Obtain feedback and shares accordingly.
• Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team and suppliers).
• Proactively contribute ideas and shares creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.
• Support a departmental orientation program for new starters to receive the appropriate new hiring training to successfully perform their job. ·
• Ensure ambassadors are cross-trained to support successful daily operations. ·
• Use all available on the job training tools for ambassadors; supervises on-going training initiatives and conducts training when appropriate. ·
• Participate and supports managers and supervisors in the performance appraisal process, providing feedback as needed. ·
• Establish and maintain open, collaborative relationships with ambassadors and ensures ambassadors do the same within the team. ·
• Actively solicit ambassador feedback, utilize an "open door" policy and review ambassador satisfaction results to identify and address ambassador problems or concerns.
• Bring issues to the attention of the department manager and Human Resources as necessary.
• Comprehend budgets and operating reports as needed to assist in the financial management of Event Management
• Participate in the management of department's controllable expenses to achieve or exceed budgeted goals
• Comply with all Marriott International policies and procedures, specifically in relation to financial reporting, sign-offs and procedures
• Prepares all event documentation and coordinates with Sales, hotel departments, and customer to ensure successful delivery of hotel events of least complexity.
• Ensures compliance with Marriott Operating Standards to maintain brand integrity. ·
• Displays leadership in guest hospitality and ensures consistently high levels of customer service throughout all phases of hotel events. Ensures products and services sold to Event Planners meet or exceed expectations, create loyalty and leads to increased market share. Strives to achieve ‘excellent’ scores in Event Satisfaction Survey (ESS).
• Builds the unit’s top line revenue by focusing on the post-contractual sale of products and services. Maximizes revenue by up selling contracted products to event planners and attendees. Identifies additional revenue opportunities for the hotel based on the event profile
• Coordinates and communicates event details both verbally and in writing to the customer and hotel operations. Follows-up with customer post-event. ·
• Acts as the liaison between field sales person and customer throughout the event process (pre-event, event, and post-event). ·
• Manages group room blocks and meeting space of assigned groups. ·
• Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. ·
• Leads pre-event and post-event meetings for assigned groups as necessary.
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
• Observes service behaviours of associates and provides feedback to individuals; continuously strives to improve service performance.
• Reviews Event Satisfaction Survey (ESS) results with associates. Participates in the development and implementation of corrective action plans. ·
• Accurately forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups in Delphi/Opera/Marsha. ·
• Accurately inputs completed revenue into Delphi, post-event. ·
• Effectively manages customer budgets to maximize revenue and meet customer needs. ·
• Carry out other duties as may be required to ensure the hotel operation is properly maintained to provide total guest satisfaction.
• Follows all hotel and company policies and procedures.
• Perform other duties as assigned to meet business needs

Requirements

• Microsoft Office programmes, Word, Excel, Powerpoint etc.
• Sound financial background
• Profit and loss analysis
• Strong organization and working to deadline skills
• Communication with key stakeholders within the luxury lifestyle market
• Ability to effectively make decisions, problem solve, coach and develop for positive results

Benefits

• 33 days’ holiday per annum, including Bank Holidays, increasing with service
• Private medical cover
• Pension scheme
• Life assurance
• Annual performance and pay review
• Complimentary meals while at work
• Dry-cleaning service
• Complimentary enrolment in Perks at Work, providing access to a wide range of retail offers and discounts
• Marriott Explore discounts on hotel stays, dining and retail across more than 130 countries
• Cycle to Work scheme
• Employee Assistance Programme
• Comprehensive training and development opportunities
• Awards, recognition celebrations and many more benefits