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Sales and Events coordinator - Churchill War Rooms

LOCATION:                         Churchill War Rooms

REPORTS TO:                       Sales Manager

INTERNAL LIAISON:              General Manager, Sales Office Manager, National Account Managers, CRO

EXTERNAL LIAISON:             Clients, Customers

PURPOSE OF THE JOB:

To process sales enquiries for the location and to actively work as part of the local and national sales team to increase and enhance revenues.  To achieve agreed KPIs and targets by proactively selling the facilities by various techniques and always aiming to meet customer needs and exceed customer expectations.  To consistently ensure the highest standards of accurate and timely customer, staff and management information. To ensure all sales administration is accomplished effectively & accurately in order to provide a seamless handover to the operations team.

 

 

 

GREAT PEOPLE

KPI’S

Be an active team member sharing ideas and participating in team spirit, and be loyal to and supportive of colleagues including any temporary members of staff

Feedback from colleagues

Achieve performance objectives and set KPI’s specific to role. Participate in regular reviews and appraisals in line with Compass management standards

KPI Report

Give full co-operation to any colleague requiring assistance in prompt, caring and helpful manner

Feedback from other colleagues

Develop strong working relationships with key members of national sales team including CRO

Colleague feedback

Response times

Undertake training and development identified as required in reviews and appraisals

Review results

Attend internal meetings as required

Meeting attendance

 

GREAT SERVICE

KPI’S

To provide outstanding customer service

Customer feedback; customer retention; BDRC results; SLAs

Process enquiries & proposals, providing best value options to customers while maximising sales opportunities, within agreed response times to all web based, email and phone enquiries accurately and within brand guidelines

Customer feedback; customer retention; BDRC results

Follow-up enquiries & proposals within agreed timescales and customer preferred method, arrange customer site inspections where applicable in order to close sale

Conversion rates; turnover; BDRC results

Provide direct liaison with customer and suppliers ensuring clear communications of each party’s needs and expectations

Complaints and compliments

Maintain accurate records of enquiry source and report and communicate new business leads to field based team and hospitality leads to Keith Prowse sales team

Flow of information between Keith Prowse and Central Venue Sales team

Maintain excellent product knowledge at all times

Customer feedback

Record accurately all customer profile and booking information making full use of the appropriate systems

Clean database, verification reports and up to date records

Be aware and adhere with statutory, legal and company requirements for:

Health and Safety

Food Hygiene

Licensing Laws

Employments Laws

Fire Regulations

Sales of Goods / Trade Description

Health and safety audits

ISO / Quality audits

Report all maintenance issues and hazards as in the company health and safety manual

Health and safety audits.

Demonstrate best working practices in all duties and comply with company manuals

Health and safety audits.

GREAT RESULTS

KPI’S

Contribute ideas for the Sales and Marketing plan.

Effective strategy document

Meet required deadlines for RFIs from central team

Deadlines met with correct information

Achieve appointment score

KPI Report

Achieve target score for customer satisfaction surveys

 

Venue Verdict results

Meet company guidelines for enquiry and chase response times

BDRC score & CRO feedback

Revenue Target achieved

KPI Report

Participate in sales promotions and applicable familiarisation trips

Inclusion in minimum 4 central promotions per annum

KAM/RBDM  feedback

Be aware of competitor activities & industry trends

Quarterly competitor report & rate value matrix

Achieve personal goals and objectives identified in reviews and appraisals

Review results

Achieve IPOSE

80% plus

PERSON SPECIFICATION

 

 

 

ESSENTIAL

REQUIREMENTS

DESIRABLE

REQUIREMENTS

QUALIFICATIONS

 

 

GCSE including Maths & English

 

‘A’ level standard

EXPERIENCE

 

 

At least 1 year’s experience within a hotel, venue or MICE agency

Minimum 2 years experience within hospitality/travel industry

KNOWLEDGE AND SKILLS

Excellent verbal and written communication skills

 

Computer literate and confident in MS Excel; Word and Outlook

Venue knowledge

 

 

 

Knowledge of diary management systems

 

 

PERSONAL QUALITIES

 

 

Ability to inspire customer trust and confidence

 

Ability to deal both on the phone and in electronic communications effectively with clients and venues and to gain support of internal colleagues

 

Passionate about hospitality, sales and customer service

 

Ability to multi-task, think fast and to deliver solutions to customer requirements

 

Possess diplomacy, discretion and impartiality of judgment

Creative in thinking and approach

Confidence

Enjoys a challenge

A good sense of humour, flexible and forward thinking to anticipate problems before they arise

 

Industry awareness

Assertive, calm works well under pressure

 

 

 

 

 

 

 

 

MOTIVATIONS & EXPECTATIONS

 

Able to communicate at all levels

Self started, drive, ambition

Ability to work to strict pressured deadlines

Creative in thinking and approach

Motivated by a passion for quality and great service delivery

A “can-do” attitude

To be an excellent ambassador for venue and Lime Venue Portfolio brand

 

 

Contact: 

Jagdesh Padam

Recruitment Co-ordinator

M: 07876 847582

E: Jagdesh.padam@compass-group.co.uk

Deadline: 
Wednesday, January 31, 2018 - 09:00
Tel: 
07876 847582
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