Event Coordinator - JW Marriott Grosvenor House London

JOB SUMMARY

As our Group and Event Coordinator, you would form part of the extensive Event Management team and will be keenly focused on delivering exceptional experiences for our guests who attend large scale events in a variety of event spaces. The role is key to supporting the Group and Event Manager to ensure all the Hotel events and groups are executed with consistently high-level service throughout the event transaction.

Time management, attention to detail and good organisation are key skills, as is the ability to connect and build rapport with a diverse range of colleagues and customers. A sense of teamwork, self-awareness and cooperation are required to fulfill the role and also help to maintain the very positive working environment.

CANDIDATE PROFILE

Experience/Education:

• Previous experience working within an Events of Front Office Department or similar environment preferred and familiarity with all word, excel and email programs. Good Level of English required.

Skills and Knowledge:

• Able to attend the weekly Groups operation meeting in the absence of the Groups & Event Manager.
• Familiarisation with Opera, Sales & Catering and Marsha, especially in light of group event detail updates and payment methods
• Technical aptitude in Opera, Sales & Catering and Marsha
• Familiarity and knowledge of all departments within the hotel ensuring accurate communication
• Presents correspondence and information in a concise, well-organized manner
• Manages time well and confident when dealing with clients both verbally and in written communications

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• To collate all the Group reservation data received from customers and update all systems on a daily basis
• To ensure all systems are balanced on a daily basis, so they reflect the same status and room pick-up for each group room block. Actual group pick-up to be updated upon departure of groups
• To prepare & collate the Group summary sheets for each group, for the weekly Block Pick-Up meeting
• To follow up with Group Event Planners on overdue rooming lists and room block release dates
• To input rooming lists into Marsha where required and ensure all information relating to group is correct
• Assist the Groups & Event Manager to communicate details accurately to all hotel support departments to ensure high levels of service are achieved
• To co-ordinate and communicate verbally and in writing with the customer to ensure accurate details of each event are obtained in a timely nature
• Assist in coordinating the details received from the on-property sales team and London Sales Office to ensure accurate liaison with the operations team, any relevant hotel support departments involved and the customer throughout the Group’s process (pre-group, on the group itself and post-group).
• On receipt of signed contracts, distribute copies to relevant departments, update Opera and Marsha with all revenues and event space updates and build room blocks ensuring the systems balance.
• Create a working file for each group including ensuring the filing of all necessary correspondence.
• Assist the Groups & Event Manager throughout the run up to the group including, if necessary, any last minute requests both verbal or via email.
• Ensure all known arrival/departure schedules are communicated to Front Office, Guest Relations, Concierge and Luggage Porters for any in-house groups.
• Assist with customer site inspections during the sales phase in the absence of the allocated Groups & Event Manager.
• To deal, whenever necessary, with enquiries by guests via the telephone and to make appointments for clients to see the Groups & Event Manager, avoiding busy periods, according to his/her diary and functions.
• Advise Guest Relations of all VIPs, special requests and routing instructions for Group bedroom bookings
• Communicate any relevant information on to the Operations teams.
• To accurately type the day-to-day departmental letters, groups resume, emails and memos and any other material to departmental standards and to ensure all correspondence leaving the office is correct with no grammatical errors.
• To assist in any client pre-con meetings. Ensuring that there is an agenda, and all relevant members of the Team are invited/have all the information prepared.
• To answer the telephone in a friendly, efficient and confident manner within 3 rings and provide accurate and concise information dealing with the enquiry according to office procedure.
• Responsible for preparing Groups Resume and Function Sheets with the appropriate supporting Purchase Order request to ensure items for the date concerned are ordered and then billed according to departmental Policy and Procedure.
• Responsible for liaising with all HOD’s and other internal clients on ALL internal meetings and training courses; collating all relevant details, menus, AV requirements into BEO’s and distributing accordingly.
• Collating weekly 86PL distribution and distributing to all HOD’s and Departments according to Distribution List
• To accurately record all client telephone calls, including messages for other members of the Event Management Team.
• To be dressed to the departmental standards and groomed correctly.
• To assist Groups & Event Manager with billing after the event. Ensuring and Providing Exceptional Customer Service:
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Uses personal judgment and technical expertise and experience to enhance the customer experience.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.

SAFETY AND SECURITY

• To promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards etc.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests.
• To maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Employ correct manual handling procedures to avoid injury.
• Ensure COSHH guidelines are adhered too, and relevant PPE is worn where needed.
• Protect the privacy and security co-workers and guests, maintaining confidentiality of proprietary materials and information.

OTHER

• To carry out any other duty/function that may be assigned by department managers or Executive Committee members.
• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is always worn.
• Support all co-workers and treat them with dignity and respect.
• To develop and maintain healthy inter-departmental relationships, support the team to reach common goals.
• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.