Autograph Collection
Wedding and Social Events Manager - St. Pancras London Autograph Collection
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Job Category: Sales & Marketing
Location: Euston Road, London, United Kingdom, NW1 2AR
Schedule: Full Time
Located Remotely: No
Position Type: Management
Pay Range: Min: £41,000/annum - Max: £41,000/annum
Job Number: 26114728
Background:
- Minimum 12 months experience in groups and events in hotels
- Ideally, experience in 5-star/luxury properties (not mandatory)
Position Summary
Wedding & Social Events Manager
As our Wedding and Social Events Manager at St. Pancras Renaissance, you will act as the primary point of contact between the client and the hotel throughout the booking process, from initial enquiry to event coordination and billing. Your responsibilities include:
- Communicating effectively and timely with clients to understand and relay their specific requirements to relevant departments.
- Leading and managing large-scale weddings and social events.
- Ensuring adherence to company policies and legislation in event management.
Extraordinary Operations
- Proficiency in Microsoft Office programs (Word, Excel, PowerPoint, etc.).
- Sound financial background.
- Strong organizational and deadline management skills.
- Effective communication with key stakeholders in the luxury lifestyle market.
- Ability to make decisions, solve problems, coach, and develop for positive outcomes.
Extraordinary Services
- Deliver and uphold the hotel and brand’s service standards at all times, including knowledge of the hotel, its history, the Navigator, and the RWay.
- Attend and actively participate in all required training sessions, including shift briefings and others.
- Serve as a role model for service and hospitality, ensuring guest satisfaction and return visits. Obtain and share feedback accordingly.
- Operate within Marriott International’s policies and procedures, signing relevant declarations if handling cash, keys, or cards becomes part of your role.
Extraordinary People
- Work as a committed team member and colleague, nurturing relationships with stakeholders such as owners, extended sales teams, and suppliers.
Extraordinary Innovation
- Contribute ideas and creative solutions to enhance St Pancras as a workplace and destination of choice for guests.
- Proactively solve problems and seek solutions, bringing ideas to speed up processes even if not all issues can be resolved.
Human Resources
- Support a departmental orientation program for new hires, ensuring they receive appropriate training.
- Ensure ambassadors are cross-trained to support daily operations.
- Use all available on-the-job training tools for ambassadors; supervise ongoing training initiatives and conduct training when necessary.
- Participate in the performance appraisal process, providing feedback as needed.
- Establish and maintain open, collaborative relationships with ambassadors, ensuring they do the same within the team.
- Actively solicit ambassador feedback, utilize an "open door" policy, and review satisfaction results to identify and address problems or concerns. Bring issues to the attention of the department manager and Human Resources as necessary.
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Finance
- Maintain event management procedures to ensure accurate event billing, commission payments, and event forecasting.
- Participate in managing department’s controllable expenses to achieve or exceed budgeted goals.
Compliance
- Comply with all Marriott International policies and procedures, specifically in relation to event management and financial handling.
Key Responsibilities
- Ensure products and services meet and exceed guest expectations, building customer loyalty through excellence.
- Focus on effective conversion of Wedding & Social enquiries, ensuring confirmed bookings have signed contracts and confirmed payment methods.
- Maximize revenue opportunities by developing new offerings and packages in collaboration with operations.
- Share and update the hotel strategy team on the Social and Wedding forecast and key booking updates.
Expected Deliverables
- Work with highly complex or high-profile groups, specifically Weddings and Social events, where financial impact is significant.
- Be the first point of contact for all filming and photography enquiries and bookings, understanding and identifying complexities.
- Conduct show rounds and filming reconnaissance, including walk-in appointments, demonstrating a full knowledge of hotel products and services.
- Carry out monthly shop calls to competitor properties.
- Participate in wedding fairs and other promotional events to generate new business.
- Promote a professional image at all times by being immaculately dressed and presented.
- Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
- Interact with guests to obtain feedback on product quality and service levels; effectively respond to and handle guest problems and complaints.
- Empower associates to provide excellent customer service and ensure they receive ongoing training to understand guest expectations.
- Have a sound knowledge and understanding of all hotel facilities (e.g., meeting room setups, menus, accommodation).
- Maintain an effective and organized filing system for all confirmed bookings.
- Carry out other duties as required to support hotel operations and provide total guest satisfaction.
- Utilize all company resources available to maximize revenues (e.g., Marriott Bonvoy, Lead Referral Programs, 3rd Party channels).
- Follow all company policies and procedures.
- Perform other duties as assigned to meet business needs.
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Key Measures for Success
- GuestVoice, TripAdvisor & ESS Feedback
- Brand Standard Audit
- Revenue and Profit Delivery
- Associate Engagement Survey
- BDRC
Success Indicators
- Achieving annual performance criteria and balanced scorecard KPIs.
- Recognition by guests for extraordinary hospitality and product knowledge.
- Improvement in ESS scores.
- Increase in event revenue.
Equal Opportunity Employer
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About The Autograph Collection
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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