The Grove Venue
Venue Sales & Client Experience Coordinator
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Company: The Grove Venue Ltd
Location: Higher Audley Street, Blackburn, BB1 1DH
Employment type: Full-time
Salary: Competitive and dependent on experience
Reporting to: Venue Management
Working pattern: Flexible hours, including some evenings and weekends to accommodate venue viewings, showcases and events
About The Grove
The Grove is an exclusive-use wedding and events venue in Blackburn, offering a collection of distinctive spaces for weddings, celebrations, and private events. We pride ourselves on delivering a professional, welcoming, and highly personalised client experience, from a client’s first enquiry through to the planning of their event.
We are looking for a confident, organised, and commercially-minded individual to join our team as Venue Sales & Client Experience Coordinator.
Purpose of the Role
The Venue Sales & Client Experience Coordinator will be responsible for managing prospective clients from their initial enquiry through to booking, while also providing accurate and efficient administrative support once a booking has been confirmed. The role combines venue sales, client communication, and administration. The successful candidate will respond to enquiries, conduct venue viewings, prepare quotations, follow up prospective clients, and support booked clients through The Grove’s client portal. This is a key client-facing role requiring excellent communication, attention to detail, and the ability to provide a polished and consistent experience throughout the client journey.
Key Responsibilities
Sales and Enquiry Management
- Respond promptly and professionally to enquiries received by telephone, email, website, social media, and other channels.
- Contact prospective clients who have downloaded brochures or expressed an interest in the venue.
- Understand each client’s event requirements, including preferred date, guest numbers, venue space, package requirements, and budget.
- Provide clear and accurate information about The Grove’s venue spaces, packages, dry-hire options, and additional services.
- Arrange and conduct venue viewings in a warm, confident, and professional manner.
- Present the venue in line with The Grove’s brand values and service standards.
- Prepare quotations and provide relevant brochures and information following viewings.
- Follow up prospective clients consistently and professionally.
- Build strong relationships with prospective clients and help convert enquiries into confirmed bookings.
- Maintain accurate records of all enquiries, viewings, quotations, follow-ups, and booking outcomes.
- Keep the sales pipeline up to date and provide regular updates to management.
- Assist with wedding showcases, open days, and promotional events.
Client Experience and Administration
- Set up confirmed clients on The Grove’s client portal.
- Ensure client records and booking information are complete and accurate.
- Upload contracts, planning documents, schedules, forms, and other relevant information to the client portal.
- Monitor client portal activity and respond to routine client messages.
- Request and follow up outstanding information from clients, including guest numbers, menus, supplier details, and event documentation.
- Send appropriate reminders regarding agreed planning deadlines and required documents.
- Maintain organised digital and physical client files.
- Ensure client communications are professional, warm, and consistent with The Grove’s brand guidelines.
- Support the preparation of booking confirmations, payment schedules, planning documents, and event summaries.
- Liaise with the Events Manager and wider venue team to ensure a smooth handover from the sales stage to detailed event planning.
- Escalate complex client queries, complaints, or changes to the appropriate manager.
- Provide general administrative support to the venue management and events team when required.
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Internal Coordination
- Communicate confirmed booking details clearly to the Events Manager, finance team, and relevant operational staff.
- Attend internal sales and event-planning meetings when required.
- Ensure that agreed prices, offers, package inclusions, and client requirements are accurately recorded.
- Work closely with the marketing team regarding new enquiries, campaigns, showcases, and lead-generation activity.
- Share recurring client feedback and common enquiry themes with management.
- Help identify opportunities to improve the client journey, sales process, and portal administration.
Sales Expectations
The successful candidate will be expected to:
- Respond to new enquiries within agreed response times.
- Follow up warm leads and brochure downloads proactively.
- Encourage prospective clients to attend a venue viewing.
- Follow up promptly after each viewing.
- Work towards agreed enquiry-to-viewing and viewing-to-booking conversion targets.
- Maintain accurate and up-to-date sales records.
- Provide management with regular information on enquiries, bookings, lost opportunities, and reasons for non-conversion.
Person Specification
Essential Skills and Experience
- Previous experience in sales, customer service, hospitality, events, weddings, property viewings, or a similar client-facing role.
- Strong administrative and organisational skills.
- Excellent written and verbal communication.
- Confidence speaking to clients by telephone, email, and in person.
- Ability to conduct professional and engaging venue viewings.
- Strong attention to detail and accuracy.
- Ability to manage multiple enquiries and client files at the same time.
- Comfortable following up leads and asking prospective clients for a booking decision.
- Competent using email, Microsoft Office, and online systems.
- Ability to learn and confidently use a client portal or customer relationship management system.
- Professional, well-presented, and approachable.
- Able to work independently while contributing positively to a wider team.
- Flexible and willing to work occasional evenings and weekends.
Desirable Skills and Experience
- Experience working within a wedding venue, hotel, events business, or hospitality environment.
- Experience preparing quotations or selling event packages.
- Experience using a CRM, booking system, or client portal.
- An understanding of wedding traditions and culturally diverse events.
- Experience working towards sales or booking targets.
- Knowledge of social media enquiry management.
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Personal Qualities
The successful candidate will be:
- Warm, welcoming, and confident.
- Commercially aware without being overly sales-focused.
- Highly organised and dependable.
- Proactive in following up enquiries and outstanding client information.
- Calm and professional when managing demanding or emotional situations.
- Discreet when handling confidential client information.
- Able to communicate with clients from a wide range of backgrounds.
- Passionate about delivering an excellent client experience.
- Comfortable taking ownership of tasks and seeing them through to completion.
Key Performance Indicators
Performance may be measured against:
- Speed and quality of enquiry responses.
- Number of venue viewings arranged.
- Enquiry-to-viewing conversion rate.
- Viewing-to-booking conversion rate.
- Value and number of confirmed bookings.
- Completion of sales follow-ups.
- Accuracy of client records and portal information.
- Timely collection of client documents and event information.
- Client feedback and service standards.
- Quality of handovers to the Events Manager and operational team.
Boundaries of the Role
The Venue Sales & Client Experience Coordinator will manage the initial sales journey and routine client administration. Detailed event planning, operational decision-making, and management of the event itself will remain the responsibility of the Events Manager and venue management team. The postholder must not agree discounts, complimentary services, contractual amendments, or changes to package pricing without prior management approval.
Working Hours
The role requires flexibility to meet the needs of prospective and confirmed clients. Venue viewings may take place during weekdays, evenings, and weekends. Working hours will be arranged in accordance with the needs of the business and the employee’s agreed contract.
What The Grove Offers
- The opportunity to join a growing and distinctive wedding and events venue.
- A varied role combining sales, client service, and administration.
- A supportive and professional working environment.
- Training on The Grove’s venue spaces, packages, systems, and client journey.
- The opportunity to contribute to the growth and development of the venue.
- Staff benefits and incentives, where applicable.
Equal Opportunities
The Grove Venue Ltd is committed to providing equal opportunities and creating an inclusive working environment. Applications are welcomed from suitably qualified candidates from all backgrounds.
How to Apply
Applicants should submit a current CV together with a brief covering statement explaining their relevant experience and why they would be suitable for the role of Venue Sales & Client Experience Coordinator.
Pay: £25,420.00-£32,009.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
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