Events Manager

at  The Heritage

MISCELLANEOUS

• To ensure all reporting and servicing deadlines are met on a timely basis
• To attend meetings and training as required by the General Manager
• To assist colleagues to perform similar or related jobs when necessary
• To ensure guest satisfaction by attending to their requests and enquiries courteously and efficiently.
• To accept a flexible work schedule necessary for uninterrupted service to guests.
• To perform Duty Management shifts as rostered

o To forecast wages on a weekly basis in areas of responsibility to ensure they are in line with budgeted wage percentage and to take appropriate action where forecast is above budget.

• Responsible for ensuring that all colleagues are given all start up documents i.e. Contract of Employment, Employee Handbook, Job Description etc.. available from the HR Department and that these documents are returned by the colleagues along with legal requirements such as Passport, Drivers License, GNIB (in the case of international colleagues) to the HR Department prior to commencement.
• Maintain a training programme for all new and existing employees.
• Ensure daily standards training i.e. ’15 Minute Training’ is completed and recorded with all colleagues and sign off sheets given to the HR department at the end of each month.
• To participate in all training programmes that you are scheduled for you and your team.
• Attend management meetings as requested.
• Organise departmental meetings to ensure effective communication.
• As a member of the Management Team, you must be willing to carry out duties outside of your department if called upon to do so this includes covering Duty Management shifts when required.
• To carry out job chats, performance assessments and appraisals.
• To inform the HR Manager of any issues relating to colleagues and be involved in disciplinery’s where necessary.
• To ensure all colleagues have been trained in complaint handling and that complaints are dealt with in a courteous and sympathetic fashion and reported to the General Manager if necessary.
• To work towards achieving high resort inspection results

Responsible for the management of Event Department colleagues.
To devise, review and ensure effective implementation of all Events standards of performance procedures ensuring that each of the events colleagues are adhering to them at all times.
To ensure all aspects of the Event Department run efficiently and effectively at all times.

To implement systems to ensure efficient performance where necessary.

• To ensure that all incoming group enquiries, received directly or from third parties, for The Heritage are coordinated in a highly professional, knowledgeable and service oriented manner from the initial enquiry stage right through to the post-event follow-up stage with the client.
• To constantly communicate with the Events and Sales Team about existing business on the books, new and existing enquiries / quote requests, and potential new business opportunities that have come to your attention,
• To be highly knowledgeable on all service and facility offerings at The Heritage and possess the ability to upsell and promote all offerings available whilst satisfying the customer’s initial enquiry,
• To ensure all business quotes are followed up on in a timely manner and converted to a sale where possible.
• To conduct professional, informative and pro-active showarounds of the hotel, as required, to ensure the “close of a sale” and secure the potential business.
• To be professional, confident and politely open with the client as to what can be offered and done at The Heritage.
• To work closely with all Department Managers in particular Sales, Reservations, Front Office & Conference and Banqueting.
• To always liaise with relevant Heads of Departments, when situations arise where you are unsure as to whether a client’s request can be met so that a solution may be found and the business secured,
• To ensure any commission rates quoted to agents, etc are within the guidelines as agreed between Events, Sales and Management.
• To ensure all commission rates quoted are tracked on the Events Department Commission Index.
• To ensure any Contract issued to a client, i.e. agent, where commission rates are quoted is copied to the Accounts Department at the time of the Contract being issued to the client.
• To ensure a signed Contract with the required booking deposit, and a signed Credit Application Form where applicable, is always received and on file from the client well in advance of the event/booking taking place in the resort.
• To liaise with the client well in advance of the scheduled event / booking date to ensure that both the client and The Heritage have a clear and mutual understanding of the exact event requirements and that all requirements can be met by The Heritage.
• To ensure detailed, accurate, clear and thorough Event Forms for each event / booking being co-ordinated by the Events Team are sent out in a timely fashion.
• To effectively communicate the content of each Event Form to the Heads of Departments around the hotel in a very timely manner by means of the weekly distribution email for Events Forms, the weekly hotel operations meeting to review Event Forms and by means of on-going direct communication between Events and HOD’s.
• To ensure all revisions/amendments made to Events Forms on behalf of a client are effectively communicated to Heads of Departments around the resort in a very timely manner by form of on-going direct communication between Events and HODs.
• To ensure a detailed, accurate, clear and thorough Event Form has also been issued to the client in advance of the event / booking to avoid any mis-communication or confusion on the day of the event / booking.
• To ensure that the Hotels Events Executive coordinating the event / booking always liaises with the client on the day to further develop and strengthen the business relationship and to also ascertain that the client is receiving the service, quality and experience expected.
• To ensure that the Hotels Events Executive coordinating the event / booking always liaises with the client after the event / booking has taken place, be it at the close of business on the day or at the latest the following day, to ascertain that the client has received the service, quality and experience expected, and to also gather feedback from the client (be it positive, formative or both).
• To ensure that all feedback (be it positive, formative or both) received from clients or third parties is constructively communicated to the relevant personnel i.e. General Manager, Heads of Department, in a very timely manner so that it may be actioned upon where required.
• To ensure all wedding enquiries are co-ordinated in a personal and flexible manner to demonstrate high personal service, and to ensure The Heritage is the premier wedding offer in the country.
• To ensure that each Hotels Events Executive is fully responsible for the events / bookings they are co-ordinating and that where he/she will be out of the office when such events / bookings take place a full handover of such events / bookings is conducted with the Events Manager and Events Team.

• To assist the Accounts Department with any invoicing queries that may arise in relation to events / bookings that have been co-ordinated by the Events team.

  To promote positive communication as a two way process within the events team, and between both the events team and their valuable colleagues involved in all operational areas of the resort.

• To develop relationships with key group and incentive operators to maximise on this market.

  To ensure the Events Department Summary of Business on Books incorporating Quotes and Showrounds tracked is continually updated so that this information may be reviewed in real time at Events, Sales and Management meetings and also on an on-going basis.

  To fully utilise all in-house software systems, and filing systems, to ensure all client and events information can be effectively shared, stored and easily retrieved at any time by the events team and other departments.

• Maximising sales and revenue for all business within the Hotel including Spa, Health & Fitness Club, Conference & Banqueting etc.

• To schedule regular meetings with the Events Team and Sales Team where necessary to discuss events, clients to be targeted, financial goals and budgets.
• To communicate and work very closely with the Director of Sales and Marketing to share ideas and initiatives for potential revenue generation for The Heritage, and to assist where possible in the development and implementation of the sales and marketing action plan for The Heritage.
• To be pro-active in the identification and follow-up of all potential business leads and enquiries to generate further sales and revenue for The Heritage.
• To be responsible for all calls both internal and external in a professional and efficient manner.
• To be a proactive team player and customer focused at all times.
• To work in a positive, organised and efficient manner at all times.
• To be fully conversant with all offerings and facilities within The Heritage.
• To ensure The Heritage receives as much positive exposure as possible at local, national, & international level.
• To have a comprehensive knowledge of the local surrounding areas in terms of history, facilities and attractions.
• To ensure a high standard of personal hygiene.
• Ensure all colleagues wear name badge and correct uniform at all times.
• Be aware of all Human Resources policies in relation to colleague rules etc.,
• To promote a positive working environment for all Events colleagues.
• Encourage an efficient flow of information throughout the Events Departments, ensuring

• effective communication between colleagues at all times.

  To ensure all employees receive adequate training during and on commencement of employment following a structured training plan and that all new employees attend induction.

• Compile weekly rosters and check daily ensuring adequate cover in line with business levels.

• Responsible for ensuring that the Clock In / Clock Out procedures are completed daily by all events colleagues. Ensuring breaks are also recorded and clocked for on a daily basis.
• Responsible for setting departmental budgets and controls appropriate to ensure maximum profitability in all areas.
• Communicate with the HR Department weekly on colleague levels and recruitment requirements.
• To deal with all colleagues queries on a day to day basis and refer to HR when necessary.

o To forecast wages on a weekly basis in areas of responsibility to ensure they are in line with budgeted wage percentage and to take appropriate action where forecast is above budget.

• Responsible for ensuring that all colleagues are given all start up documents i.e. Contract of Employment, Employee Handbook, Job Description etc.. available from the HR Department and that these documents are returned by the colleagues along with legal requirements such as Passport, Drivers License, GNIB (in the case of international colleagues) to the HR Department prior to commencement.
• Maintain a training programme for all new and existing employees.
• Ensure daily standards training i.e. ’15 Minute Training’ is completed and recorded with all colleagues and sign off sheets given to the HR department at the end of each month.
• To participate in all training programmes that you are scheduled for you and your team.
• Attend management meetings as requested.
• Organise departmental meetings to ensure effective communication.
• As a member of the Management Team, you must be willing to carry out duties outside of your department if called upon to do so this includes covering Duty Management shifts when required.
• To carry out job chats, performance assessments and appraisals.
• To inform the HR Manager of any issues relating to colleagues and be involved in disciplinery’s where necessary.
• To ensure all colleagues have been trained in complaint handling and that complaints are dealt with in a courteous and sympathetic fashion and reported to the General Manager if necessary.

• To work towards achieving high resort inspection results.