GROUPS & EVENTS COORDINATOR (M/F/D) | MELIA & INNSiDE BY MELIA LUXEMBOURG

Descripción del empleo

OPERATIONS • From the signing of the contract, they will be the only person responsible for the group, acting as liaison between the group and the hotel. • Prepare quotes for all requests for social events and meetings with less than 10 rooms that arrive at the hotel, regardless of their origin, always with the aim of obtaining the greatest possible business both in terms of catering and in meeting rooms and other hotel services. Once these services are confirmed, the corresponding service contract will be drawn up. • Ensure the coordination of all the group’s operational details and events by effectively informing all departments involved of the features and services required to carry them out successfully. • Prepare group summaries as well as Food and Beverage service orders, distributing them at least 7 days before the arrival of the group or the date of the event. • Receive the group file from the Group Sales Coordinator, reviewing the contract, programme and blocked rooms if any. A joint call will be made to the client to introduce themselves as the new contact person during the planning and the group stay and to confirm the contracted services. Send a follow-up e-mail with their personal details. • Ensure customer needs are covered in order to start up-selling food & beverage and services, maximising sales and profit. • Follow up deposits and payments according to the dates stipulated in the contract by updating the pro-forma invoice and sending it to the client when necessary. • Solving, if any, any setbacks with the group or event. Follow up appropriately with the client. • Execute the closing of the files with all the information received. Inform all hotel departments of customer feedback on the event or group. • During the group's stay they are present at the hotel maintaining continuous contact with the client, supporting the operation and ensuring that everything runs as planned. • Perform a review of the group/event invoicing ensuring that it has been done correctly. • Participate in daily service order (Food & Beverage) and group summary meetings with all departments involved in the operation. • Plan and execute the pre-convention (pre-con) meeting to ensure that a direct relationship is established between the heads of department and the meeting planner. • Follow up with the client at the end of the event by conducting an interview in order to assess their satisfaction with the programme development and future business opportunities. • Within a maximum of three days after the group has left the hotel, send the meeting planner and/or the final client an email thanking them for having chosen the hotel and inviting them to come back in the near future. • Welcoming the client (meeting planner) by establishing a personal relationship with the hotel. • When required by the Groups & Events Manager, participate in inspection visits supporting the groups/sales department, mainly for visits that require extensive technical and structural knowledge of the hotel. CUSTOMER EXPERIENCE • Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department. • Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations. • Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found. • Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them. • Support their manager with the Sensory Architecture established for their areas. • Be knowledgeable and promote the hotel’s services and facilities as well as the entertainment programme, experiences and events. HEALTH & SAFETY// HEALTHY WORKPLACE • Be knowledgeable of the hotel’s evacuation plan. • Be knowledgeable of the personal protective equipment and use it correctly. • Be knowledgeable of the methods, work procedures and risks inherent to their activity. • Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual. SUSTAINABILITY • Offer the Sustainable MICE value proposition (if applicable). • Minimise food waste at events. REQUIREMENTS • Knowledge of hotel management and/or Customer Experience tools. • Knowledge of Hotel Operations. • Organisation and planning. • Analytical capacity. • Proactivity and Innovation. • Excellent communication skills. • High vocation for service. • Problem-solver. • Attention to detail.  • Knowledge in French and English

Requisitos