THE KING’S FUND JOB DESCRIPTION

THE KING'S FUND

JOB DESCRIPTION

Title:

Events Manager

Department:

Commercial Directorate

Grade:

5

Hours:

Standard office hours are 9.30am to 5.30pm, and standard working hours are 35 per week. In order to fulfil the demands of this post, however, the post holder will need to work flexibly in response to customer requirements. Early starts will be required, and evening and weekend work. The post holder may be expected to work up to 10 hours per week in addition to standard hours for which he/she will be compensated by time off in lieu if operationally feasible, overtime pay or a combination of both, by agreement with the Commercial Director.

Responsible to: Commercial Director

Job purpose:

The post holder is a champion of the commercial strategy of Venue Services and strives to maximise revenues, build new business and provide excellent customer service to both internal and external customers.

The purpose of this role is to be the main point of contact for event organisers and to ensure that all allocated events are run in accordance with KEHF and The King's Fund regulations in a customer friendly environment. To ensure that customer requirements are effectively obtained, documented and communicated to all relevant parties. In conjunction with the Facilities Manager and the Catering Manager, to ensure that support services are delivered in a safe, efficient, and timely customer-focused manner.

The position reports to the Commercial Director who delivers the commercial direction, business planning, product development, sales and marketing strategy, policies and procedures and financial management reporting.

Main Duties and Responsibilities:

1. To deliver the Venue Services sales strategy, effectively controlling the venue space to maximise sales and profitability in a busy sales environment.

2. To proactively seek opportunities to develop and maximise new business and to identify any opportunities for further customer account penetration.

3. To contribute to the development of approved customer care policies and procedures to ensure proactive and responsive customer-focussed service delivery for internal and external customers.

4. To act as the customer's primary point of contact for all planning activities for allocated events; to conduct site visits to showcase the facilities, explain the services and terms and conditions, and to negotiate any resulting booking, including `up selling' to maximise opportunities where appropriate.

5. To manage a streamlined customer service for events, from initial negotiation to completion of event and post event care; working in conjunction with the Senior Events Managers and other internal service providers, to ensure all support services are provided to Venue Services customers in a safe, efficient, timely and customer-focused manner. On the day, to meet and greet customers to explain and demonstrate the services as necessary (housekeeping, audio visual equipment, catering and Health & Safety).

6.

To deal promptly with any customer complaints and last minute requests for

changes and support.

7.

To create and develop productive relationships with both existing and new

Venue Services customers.

8.

To ensure that all planning activities and chases are completed within the

approved time periods in an efficient, organised and professional manner.

9. To proactively contribute to the improvement of venue facilities and services for events and event customers, monitoring and logging service requirements and faults.

10. To correctly administer details of bookings for internal and external clients using the Rendezvous customer relationship management system and Integra Fund wide contacts system and general office software applications (Microsoft XP Office Suite), applying approved booking procedures, policies and guidelines as appropriate.

11. To act in accordance with and ensure adherence to The King's Fund Health and Safety Policy and Equal Opportunities Policy.

12. Any other duties consistent with the responsibilities and duties of the post as requested by the Commercial Director.

Additional Responsibilities:

To prioritise Reactive Sales tasks on Thursday and Friday of each week (or other days as deemed necessary) and to ensure a full handover with the Reactive Sales Co-ordinator each Wednesday (or other day as deemed necessary).

Event Manager duties will continue to be carried out on those days when Reactive Sales tasks are undertaken, in terms of the requirement to work flexible hours and being client facing.

Person Specification

Experience:

1. Sound experience of conference and meeting room events management, including duty management responsibilities, preferably in a busy venue environment.

2. Understanding of, and empathy with, the needs of event organisers.

3. Practical knowledge of how to plan, execute, manage and troubleshoot the organisation of events.

4. Experience of customer liaison and commitment to customer care and satisfaction.

5. Experience and knowledge of customer relationship management systems and room booking systems.

6. Health and Safety and risk management knowledge.

7. Catering and hospitality experience.

8. Basic technical knowledge of audio visual systems (desirable).

9. Personal Licensee (desirable).

Abilities:

1. Ability to organise and follow through a task with attention to detail and to work under pressure to a deadline.

2. Desire, ability and flexibility of approach to problem solving.

3. Ability to work as part of a team and independently, where necessary, using own initiative.

4. Highly developed time management and organising skills.

5. Ability to communicate well with people at all levels; excellent telephone, interpersonal and negotiating skills.

6. Good understanding of general Microsoft XP Office Suite applications.

7. Administrative accuracy.

Characteristics:

1. Customer focus 2. Well presented 3. Self motivated and enthusiastic 4. Diplomatic 5. Team player 6. Willing to work flexibly 7. Willingness and enthusiasm to work unsociable hours in support of

customers and events. 8. Commercial awareness.

November 2012

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