Groups & Events Manager

at  Middle Eight

SALARY: £38,000 PER ANNUMJOB TYPE: PERMANENTHOURS: FULL-TIMETOWN: LONDON

Middle Eight is a new, 180 room lifestyle luxury hotel with purpose in Covent Garden. We’re a relaxed, welcoming, city hotel that offers more than just a room for the night - we offer a holistic experience that changes throughout the day; spaces that not only reflect our local communities, they are part of the fabric of the community, they draw people in and inspire a feeling of belonging.
We’re proud of our heritage and surroundings for a very good reason. The hotel stands on the location of Kingsway Hall. Until recently, this address was home to one of the country’s foremost recording venues. The hotel reflects the performance culture of Covent Garden and adds to it through performance spaces of its own.
Middle Eight is looking for a Groups and Events Manager. This role is Groups and Events focus, ensuring the smooth and efficient operations of the Events and Groups Department. You will effectively and efficiently manage all Events and Group inquiries through maximising revenue with upselling techniques and proactively converting sales enquiries thereby contributing to the profitability of the hotel.

• To provide direction and leadership to the Groups and Events Executive assisting to achieve their potential and achieve overall departmental objectives with the assistance of the Director of Sales.
• To meet and exceed Revenue targets as set by Axiom Hospitality in accordance with the Revenue Strategy
• To meet and exceed Conversion targets as set by Axiom Hospitality in accordance with the Revenue Strategy
• To ensure all events and groups reservations are dealt with in line with the hotel’s selling strategy and in accordance with company standards (including effective handling of enquiries by phone, email, RFP system, creation of effective proposals, maintaining reservations inbox). Managing all incoming enquiries, providing quotes, and organising site visits when required. To manage any booking amendments, cancellations and other booking updates including but not limited to billing instructions and data entry.
• To ensure all enquiries are chased in a timely manner and all stages of the booking are being managed in accordance with company standards. Managing all events and group bookings from enquiry stage to contract completion. Ensure all events and groups are inputted in the system efficiently, accurately and in a timely manner.
• To be fully conversant with all facilities, services and special promotions offered by the hotel and use this information to maximise hotel sales. Ensuring enquiries are managed to maximise sales, occupancy and revenue, including up-selling equipment, F&B and relevant hotel facilities wherever possible.
• To provide a seamless customer experience through effective use of systems while using information and tools appropriately. Ensuring all revenue is tracked accurately and timely. Ensuring that invoices for deposits are issued in a timely manner and paid within the payment terms. Assisting in preparing the relevant revenue reports for the weekly Revenue Meeting, and any ad-hoc report requirements.
• To respond to all guest communication professionally, ensuring personalisation and customisation to deliver excellence in service. Take ownership of all guest requests and feedback, either prior to arrival, during their event/stay or after checkout. Ensuring correct recording and follow up of requests or issues to guarantee delivery in a timely manner in line with guest expectation.
• Where applicable, monitor the quality of calls/enquiries responded to ensure quality of engagement is maintained
• To work proactively with the local hotel teams to drive guest engagement, highlighting any issues or areas of improvement. To promote the image of the hotel and the Company by the provision of quality customer care standards both internally and externally
• Responsible for the recruitment process by selecting qualified candidates and conducts interviews
• Provide detailed Rota management with workflow and ensure all entries are recorded in the human resource management system
• Complete all mandatory Health and Safety modules.
• Complete all risk assessments in accordance with company guidelines
• To protect personal data of guests and team members following GDPR and PCI training
• To initiate the recruitment process where necessary within the departmental structure
• Role model the Axiom Hospitality values at all time