Customer Team Manager - Events

Job Title: Assistant Events Team Mnager - Office based. 

Wellington House: Morley, Leeds

Salary: up to £30,000 per annum, plus quartely bonus insentive. 

Working Hours: Monday to Friday, Flexible between 8am – 6pm (40 hours a week)

Parking: Free On-site parking

Job Responsibilities:

Support the Central Events Desk Manager in ensuring the Central Events team follow company standard enquiry handling procedures on every new enquiry  
Have an outstanding up-to-date knowledge of hotel products and services as well as successfully developing the Central Events team product knowledge  
Audit and take positive action to ensure the team’s adherence to Protel, IDeaS, Delphi System (ASEM) and any relevant brand systems  
Commit to pricing strategies set by the Regional Revenue Managers, and ensure these are followed and implemented across the department  
Ensure the wider team are in the first instance, pro-actively attempting to secure denied business in other properties within the portfolio where possible  
Organise site inspections/show rounds and ensure all information is available to the relevant hotel and recorded in Delphi (ASEM) system  
Proactively support activity around account portfolio to stimulate and drive new enquiries  
Ensure Central Events team are promoting all relevant sales and marketing activity across the group when interacting with clients  
Build effective working relationships with on property colleagues, central commercial team members and customers alike 
Undertake, investigate and resolve customer and third-party complaints and disputes, whilst providing a superior customer experience and fair outcome  
Work with the Central Events Desk Manager in being a support and point of contact for wider team queries or questions  
Assist in the induction and training of all new starters within the Central Events department whether office based or remote  
Be the ‘Go To’ person daily for all initial team member queries  
When required, support the Central Events Desk Manager in producing and managing ad-hoc changes to monthly rota to ensure all necessary departmental functions are successfully serviced  
Undertake a systematic approach to maximising the efficiency of central inbox management to ensure each team member has an appropriate workload  
Ensure the Central Events team achieve the minimum company and BVA BDRC industry standards for all Test Calls/Emails/RFP’s  
Identify and communicate sales leads to the Business Development team  
Take a responsible approach towards timekeeping and attendance at work to ensure the department always runs efficiently  
Provide consistent and effective communications with the hotel teams to ensure a smooth handover of contracted events  
Demonstrate outstanding sales skills throughout all customer interactions and correspondence  
Take a responsible approach towards timekeeping and attendance at work to ensure the department always runs efficiently 
Provide consistent and effective communications with the hotel teams to ensure a smooth handover of contracted events 
Demonstrate outstanding sales skills throughout all customer interactions and correspondence 
Training Development:

Undertake any necessary training and development requests 
To actively contribute towards your Personal Performance Plan 
To attend any training sessions as advised by your HOD 
Be willing to travel to differing locations and hotels for training or to undertake onsite product knowledge learning 
Health & Safety:

Keep up to date with all relevant legislation via company online learning portal  
Ensure that overall standards of cleanliness and hygiene are maintained at all times 
To attend all legally required training courses where applicable