The Crowne Meetings Director will manage and provide day-to-day leadership to the Crowne Meetings Fulfillment Team and Crowne Meetings Events Team, respectively. As such, the Crowne Meetings Director is responsible for an effective lead conversion process, including steps such as enquiry handling, preparation of proposals, quotations, checking product information and customer requirements, and for successful event execution, which includes steps such as meeting/event planning, co-ordination with hotel operations and clients before, during and after each meeting/event.
皇冠會務銷售總監將管理及引領皇冠會務執行及管理團隊,全權負責生意轉換的全部過程,包括處理問詢,準備建議書,報價,檢查酒店產品信息及客戶需求,同時就會議/宴會前期,會議/宴會執行過程中及之后的規劃,運作部門間的協作全程跟進,確保成功的會議/宴會的執行。
- 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
了解酒店目標客戶的需求及相應具備的行業知識,確保酒店的產品及服務優于競爭對手酒店,最大化的提高生意裝換率及客戶滿意度。
- Provide creative input into Meetings Product Development to maintain a point of differentiation by developing innovative product and revenue opportunities
為會議產品開發提供創新的投入,同時保持一個差異點以開發創新的產品和收入的機會
- 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
確保生意的及時跟進及同客戶建立戰略合作的關系,提升并維持生意轉換率及客人滿意度始終維持高水準。
- Contribute actively to the compilation of annual business plan and strategic sales & marketing plans
積極參與年度市場營銷計劃的制定及執行。
- Conduct and/or assist the sales team with customer negotiations
協助業務拓展團隊開展客戶談判
- Manage contract signing process
管理合約的簽署流程
- Ensure timely delivery of Master Invoice to customers and help with facilitating payment
確保結算環節的順利及準確
- Complete forecasts, plans, and productivity reports for management
為酒店管理層提供準確的生意預測,行動計劃及相應的產量報告
- 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
參與年度收益預算的制定,同時監控預算的執行,盡可能控制成本,增加收入
- Negotiate food and beverage prices, function space, and hotel services within approved departmental booking guidelines
同酒店相關運作部門通力協作及溝通,掌管酒店活動場地,酒店配套服務及食物,酒水的價格制定及控制。
- Direct day to day conference/convention activities, plan and assign work, and establish performance and development goals for team members
掌管每日酒店的會議活動,工作計劃及分配,為團隊的每一個成員建立業績發展目標。
- Provide effective leadership to fulfilment and events teams, including the ability to direct activities according to the relevant detailed SOPs
有效的領導團隊及生意的執行,包括根據具體的工作流程,規劃行動方向的能力。
- 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
通過同相關部門的有效溝通及協作,提高團隊的業績表現,同時根據客人的具體流量,確保足夠的酒店服務人手。發展及維持良好的客戶關系,最大限度的提高客人滿意度及增銷的機會。
- Communicate to his/her superior any issues encountered and other relevant information
就運作中遇到的相關問題,同相應的上級主管保持及時及有效的溝通
- Ensure the team’s accurate and timely updating of all relevant record in the Sales and Catering System
確保團隊的所有成員在宴會管理系統中及時的更新每個活動的情況。
- Organise training sessions, daily briefings and other meetings as required; ensure staff has the tools, training and equipment to carry out job duties
組織部門培訓,按要求開展每日例會及其他的會議,確保團隊成員擁有開展工作所需要的工具,培訓及相應設備。
- Conduct periodic formal reviews with the Crowne Meetings Fulfillment Team and Crowne Meetings Events Team on their targets and goals
對皇冠會議執行及管理團隊成員就他們的業績目標進行定期的回顧及檢查
- 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
為皇冠會議團隊的每一位成員,按照洲際集團的標準,制定年度績效考核目標,個人發展計劃及年終績效評估
- Recommend and/or initiate salary, disciplinary, or other staffing/human resource-related actions in accordance with hotel or company rules and policies
根據公司的章程及政策,在員工薪資,紀律等人事相關領域提供建議。
- Act as escalation point for clients and members of the Crowne Meetings Fulfillment Team and Crowne Meetings Events Team and provide resolution to issues
作為承接客戶與皇冠會議執行團隊之間的重要角色,就出現的問題提供有效的解決方案。
- Process customer inquiries in accordance to specified service standards
根據具體的服務標準,合理的規劃及管理客戶生意問詢的處理流程
- Develop and deliver relevant documentation to the customer (e.g. proposal, contract, loyalty programmes, area attractions, restaurants, facility information)
向客戶準備及提供相應的文件(例,活動建議書,合約,法律條款,當地特色,餐廳及設施情況)
- 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
就客戶到酒店實地考察進行充分的準備及協助開展,確保會議及宴會活動的所有環節按照酒店的標準得到妥善安排,包括,房間布置,舞臺安裝,燈光,印象視頻設施,客人流向,菜單,活動裝飾,團隊用房預留,交通,費用結算,貴賓服務等
- Assign appropriate designated Event personnel based on the event requirement
根據活動的需要,分派合適及有能力的成員對活動進行有效的管理
- 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
在回來計劃過程中,同會議主辦方充分溝通,考慮活動的流程,餐飲安排,菜單定制,布置需要等因素,確保活動場地的優化使用,提高會議執行的效率。
- 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
確保在會議過程中同活動主辦方就每日活動安排進行溝通及回顧,確認當日消費金額及賬單的準確,或對最后活動所產生的費用進行適時的預估。
- Plan and conduct pre-event meetings with clients and catering staff to determine potential enhancements to the guest experience
計劃并開展同客戶及宴會服務團隊的會前協調會,努力提高客人滿意度
- Analyse and action against client satisfaction surveys to improve services and identify further business opportunities
就客戶滿意度調查報告進行分析及采取相應的行動,提高服務水準及確定以后的生意機會。