Descripción del empleo
Coordinador de Grupos y Eventos
MISSION: Responsible for maximising profits in all hotel areas through the planning and coordination of groups and the contracting and planning of events in the hotel, assisting meeting planners or customers directly and ensuring that quality and service standards exceed customer expectations at all times.
OPERATIONS
• Responsible for the group and as a point of contact between the group and the hotel
• Prepare price quotes for all group requests for social events and meetings including less than 10 rooms regardless of the origin of the request, with the aim of always generating the greatest amount of business both for food and drinks services, meeting rooms and other hotel services. Once these services have been confirmed, responsible for drafting the corresponding service contract
• Coordinate all the operational details of groups and events, efficiently communicating to all the departments involved the characteristics of the group and the services required to successfully meet their requirements
• Prepare group summaries and 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, the programme and any blocked rooms. A joint call will be made with the Group Sales Coordinator to the customer to introduce himself/herself as the new contact person for planning and the group stay and to also confirm the contracted services. He/she sends a follow-up letter or email with their personal contact data.
• Analyse customer needs in order to start the upselling of food and beverages and services to maximise sales and profit
• Monitor deposits and payments due on the dates stipulated in the contract, updating the pro-forma invoice and sending it to the customer whenever necessary
• Participate in and coordinate the daily meetings about service orders (food and beverage) and group summaries together with all the departments involved in operations.
• Report any changes, cancellations or special requests to the appropriate departments
• Resolve, if necessary, any issue with the group or event and carry out the appropriate follow-up actions with the customer
• Responsible for closing the group files after all the information has been received. Report customer comments about the event or group to all hotel departments
• Responsible for planning and leading the pre-convention (pre-con) meeting to ensure direct relationship is created between the department heads and the meeting planner responsible for the group
• During the group stay, remain in the hotel and maintain constant contact with the customer, supporting operations and making sure everything is carried out as planned.
• Review group billing to make sure it is accurate
• Within three days after the group leaves the hotel, send the meeting planner and/or customer a thank-you email for having chosen the hotel and invite them to return in the near future.
• When required by the Group & Events Manager, take part in site inspections and provide support to the groups/sales department, particularly for inspections that require extensive technical knowledge and knowledge about the hotel structure.
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.
