Place of Work:
Events
Scope and General Purpose of Job:
To achieve pre-determined revenue targets while maintaining appropriate sales programmes and handling multi-faceted projects.
Responsible to:
Director of Events
Responsible for:
Events Executive
Events Coordinator
Main Duties
Administration
- Ensures that an efficient and accurate filing system, both manuals as well as electronic, is maintained at all times.
- Maintains complete and supported records of all Events Agreements, Contracts and Quotations for the Hotel.
- Establishes an efficient trace file to ensure that all business booked is properly tracked.
- Submits Sales report to Director of Events in a timely manner.
- Provides accurate reporting of business booked to the Sales Coordinator for monthly consolidation.
- Prepares and ensures all Events Orders are distributed to concerned department in a timely manner.
Customer Service
- Entertains and conducts Hotel inspections to clients whenever required.
- Spends time in each function/ event to ensure that the functions/ event are managed well by the Event Service team.
- Establishes and maintains strong relationship with the established clientele and constantly explores into new business opportunities.
- Liaises and works closely with the related operation departments ensuring guest's requests and expectations are being met.
- Handles guest and employee's inquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found and ensures a prompt follow-up.
- Maintains positive guest and colleague interactions with good working relationships.
Financial
- Achieves the monthly and annual personal target contributing to the Events revenue.
- Develops and reviews Personal Business Plan which is linked to the Hotel's Annual Business Plan.
- Continuously seeks ways to maximise revenues and profits by cross selling and upselling other facilities and service.
- Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Marketing
- Conducts extensive competitor research and maintains excellent Product Knowledge of the Hotel.
- Constantly monitors and evaluates local, national and international market trends, and the competitor hotels sales initiatives, in order to make sure the hotel's sales remain competitive and cutting edge.
- Ensures a high level of exposure for Hotel through direct sales solicitation via telephone, contracts and written communications.
Operational
- Ensures professional Sales Calls using Hyatt's Consultative Selling principles and Driving Customer Preference.
- Pre-qualifies and targets major Companies and Government Departments, utilising Events database and develops appropriate and effective sales solicitation strategies to increase hotel's market share.
- Carefully plans Sales Calls into defined objectives.
- Maintains a detailed knowledge of Hotel facilities, features and services.
- Professionally conducts routine telemarketing activities to identify new business opportunities.
- Meets and greets VIP guests upon arrival/ departure.
- Conducts regular Market Surveys and Competitor Researches.
- Plans and makes Sales trips to Companies and Government Departments which is our current and potential clientele to explore into new Events business opportunities.
- Entertains and conducts site inspections to relevant Companies representatives/ Government officials/ delegates whenever required.
- Implements all Events action plans related to responsibility areas as outlined in the Marketing plan.
- Assists Events Buddy to follow-up on all matters in the absence of Events Buddy.
- Reviews and constantly seeks Productivity level improvements through the process of taking work out of the system (when appropriate) and thorough streamlining of work process.
Personnel
- Ensures all employees maintain an updated awareness of Hotel product knowledge, current promotion, policy changes and appropriate internal communication.
- Assists in the recruitment and selection of Event Sales employees if required. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting employees.
- Assists to oversee the punctuality and appearance of Events Sales employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
- Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
- Assists to conduct annual Performance Development Discussions with employees and to support them in their professional development goals.
- Assists to plan and implement effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.
- Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Supports the implementation of The People Brand Standard, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
- Supports the implementation of changes as a result of the Employee Engagement Survey.
Other Duties
- Ensures high standards of personal presentation and grooming.
- Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
- Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
- Responds to changes in the Events function as dictated by the industry, company and hotel.
- Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.
- Must remain motivated, competitive and accountable and possess a solid understanding of current industry trends both local and international.
Core Skills
The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes
The ability to identify priorities, solve problems, produce desired results and be accountable for commitments
- Promotes Teamwork and Collaboration
The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
- Shows Initiative and Resourcefulness
The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically
The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction
Leadership Expectations
Demonstrating behaviours consistent with Hyatt's Core Values
- Demonstrating a Passion for Service
Creating a positive impact by passionately serving others
- Translating Hyatt's Mission to Action
Defining a plan to achieve Hyatt's mission and successfully acting on it
Bringing others along to achieve common goals.
Demonstrating a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success.
Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities.
Education and Experience
- High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in the event management or related professional area required.
