Директор по организации встреч & Event 会务统筹总监

FINANCIAL RETURNS

• Develop deep understanding and knowledge of key sectors targeted by hotel and ensure products and services are ahead of competition to maximise lead conversion rate and guest satisfaction
• Provide creative input into Meetings Product Development to maintain a point of differentiation by developing innovative product and revenue opportunities
• Ensure the timely follow-up and pursuit of strategic relationships with customers and stakeholders in order to drive the highest levels of conversion and guest experience
• Contribute actively to the compilation of annual business plan and strategic sales & marketing plans
• Conduct and/or assist the sales team with customer negotiations 
• Manage contract signing process
• Ensure timely delivery of Master Invoice to customers and help with facilitating payment
• Complete forecasts, plans, and productivity reports for management
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and up sell products and services while minimising waste to increase revenue
• Negotiate food and beverage prices, function space, and hotel services within approved departmental booking guidelines

PEOPLE

• Direct day to day conference/convention activities, plan and assign work, and establish performance and development goals for team members
• Provide effective leadership to fulfilment and events teams, including the ability to direct activities according to the relevant detailed SOPs
• Enhance team performance through effective communication and coordination with other departments. Ensure appropriate staffing levels based on guest volume. Develop and sustain effective relationships with clients, maximizing satisfaction and on-sell opportunities
• Communicate to his/her superior any issues encountered and other relevant information
• Ensure the team’s accurate and timely updating of all relevant record in the Sales and Catering System
• Organise training sessions, daily briefings and other meetings as required; ensure staff has the tools, training and equipment to carry out job duties
• Conduct periodic formal reviews with the Crowne Meeting Fulfillment Team and Crowne Meeting Events Team on their targets and goals
• Conduct Annual Performance reviews, set Key Performance Objectives and Personal Development plans in line with IHG standards and brand standards for each member of the team
• Recommend and/or initiate salary, disciplinary, or other staffing/human resource-related actions in accordance with hotel or company rules and policies
• Act as escalation point for clients and members of the Crowne Meeting Fulfillment Team and Crowne Meeting Events Team and provide resolution to issues 

GUEST EXPERIENCE

• Process customer inquiries in accordance to specified service standards
• Develop and deliver relevant documentation to the customer (e.g. proposal, contract, loyalty programmes, area attractions, restaurants, facility information)
• Prepare and guide the team on site inspections, entertainment, familiarisations and other events for potential customers (when necessary); ensure all details of meetings and conventions are in compliance with hotel standards, including room set-ups, staging, lighting, audio-visual, traffic flow, menus, décor, entertainment, group room blocks, transportation, billing instructions and VIP services
• Assign appropriate designated Event personnel based on the event requirement
• In the pre-event planning process, consult with the meeting planners to identify optimal meeting room configuration, recommendation on meeting/break flow, menu planning, food & beverage coordination, table arrangements, decoration options, etc. to improve meeting efficiency and productivity
• Ensure the team meets with each meeting planner daily to debrief on daily events, review consumption, bill and any exceptions to contracted billing and review estimates of final billing
• Plan and conduct pre-event meetings with clients and catering staff to determine potential enhancements to the guest experience
• Analyse and action against client satisfaction surveys to improve services and identify further business opportunities

RESPONSIBLE BUSINESS

• Develop awareness and reputation of the hotel and the brand in the local community
• Coordinate safety and security initiatives to ensure meetings flow smoothly with minimal interruptions or problems. Coach and advise clients on meeting options and alternatives that potentially reduce waste, save energy and have a minimal impact to the environment

Perform other duties as assigned.

财务回报：

• 深入了解酒店的主要目标部门，确保产品和服务领先于竞争对手，最大限度地提高客户转化率和客户满意度。
• 为会议产品开发提供创造性的投入，通过开发创新产品和收入机会来保持差异化。
• 确保及时跟踪和追求与客户和利益相关者的战略关系，以推动最高水平的转换和客人体验。
• 积极参与年度业务计划和市场战略计划的编制。
• 指导和/或协助销售团队进行客户谈判。
• 管理合同签订流程。
• 确保主发票及时交付给客户并帮助客户付款。
• 为管理层完成预测、计划和生产力报告。
• 参与编制部门年度经营预算和财务计划。监控预算，提高产品和服务的销售，同时减少浪费以增加收入。
• 根据部门批准的预订指引，协商餐饮价格、功能空间和酒店服务。

员工团队：

• 指导日常会议会议活动，计划和分配工作，并为团队成员建立绩效和发展目标。
• 有效地领导团成员队，包括根据相关的标准操作流程指导活动的能力。
• 通过与其他部门的有效沟通和协调，提高团队绩效。根据客人数量确保适当的人员配备。发展和维持与客户的有效关系，最大化满意度和销售机会。
• 与上级沟通遇到的问题和其他相关信息。
• 确保团队准确及时地更新销售和餐饮系统中的所有相关记录。
• 根据需要组织培训课程、每日简报和其他会议确保员工有工具，培训和设备来执行工作职责。
• 定期与皇冠会务团队进行目标评估。
• 执行年度绩效评估，根据洲际酒店集团的标准和品牌标准为团队的每个成员制定关键绩效目标和个人发展计划。
• 根据酒店或公司的规定和政策，建议和或发起工资、纪律或其他与员工人力资源相关的行动。
• 作为客户和皇冠会务团队成员的联络点，并为问题提供解决方案。

宾客体验：

• 根据指定的服务标准处理客户的咨询。
• 开发并向客户提供相关文件如提案，合同，忠诚度计划，区域景点，餐厅，设施信息。
• 准备并指导团队为潜在客户进行现场检查、娱乐、熟悉和其他活动必要时确保会议和会议的所有细节符合酒店标准，包括房间设置、舞台表演、灯光、视听、菜单、娱乐、团体房间、交通、账单说明。
• 根据活动要求分配适当的活动人员。
• 在活动策划过程中，咨询会议策划者确定最佳会议室配置、会议休息流程建议、菜单规划、餐饮协调、餐桌安排、装饰方案等，以提高会议效率和生产力。
• 确保团队每天与每个会议策划人会面，汇报日常活动，审查消费，账单和合同计费的任何其他情况，并审查最终收费。计划并组织与客户和餐饮员工的活动前会议，以确定客户体验提升。
• 对客户满意度调查进行分析并采取行动，以改善服务并识别进一步的业务机会。

企业责任：

• 在当地社区提高酒店和品牌的知名度和声誉。
• 协调安全和安全措施，确保会议顺利进行，减少中断或问题。指导和建议客户采取可能减少浪费、节约能源和对环境影响最小的方案和备选方案。

完成其它分配的任务。可能需要担任值班经理。