Events Operations Manager (Sun City) at Sun International

Description

Job Purpose

• The Events Operations Manager is accountable and responsible for the effective day to day management and delivery of the Events operations team in the end-to-end planning, management and delivery of Groups and leisure events across the resort, including the retention and management of the customer relationship, with the ultimate objectives of acquiring and developing the conferencing events business for the property to meet financial and revenue targets; in line with Sun standards and legislative requirements.

Key Performance Areas

Delivered Events Operations Plan

• Develop events and conferencing objectives and deliverables in line with Unit strategy
• Compile and update the events calendar and roadmap for the business unit over a 12–18-month period
• Facilitate the communication and implementation of events and conferencing deliverables and forecasted events and business for the resort with team members, resort leadership and Group management

Events Operations Management

• Oversee co-ordination and management of pre-conferencing meetings and feed-back information to relevant stakeholders, to ensure planning is aligned to customer expectations.
• Attend pre-conference meetings when required for large scale events
• Provide client with relevant solutions / options and pricing for conferencing that are innovative and in line with industry trends
• Approve the documentation and confirm function set-up and requirements
• Resolve escalated requests and obtains approval on costs that exceed agreed terms when required
• Follow-through on progress with team on a regular basis and facilitate communication with relevant stakeholders to ensure timeous delivery of agreements and plans in line with agreed SLA

Events Standards & Governance

• Oversee the development and updating of standards and processes for events operations, ensuring these are communicated and audited on a regular basis.
• Manage internal audit processes and conduct quality assurance to ensure procedural compliance, especially around the administration and planning of events, and system updates, etc.
• Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any risk to the business.
• Drive a culture of quality standards, ethics and governance and ensure all staff are competent in relevant legislation and regulatory standards to deliver against those standards.
• Oversee the development and availability of standards, processes, methodologies and practice aids for events operations team – ensuring they are created, updated and communicated
• Oversee data integrity, system data quality standards.
• Highlight and address any issues of non-compliance with relevant staff

People Management

• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Manage employee relations within the department
• Staff communication and motivation
• Performance management, contracting, reviews and development

Financial Control

• Control of the financial budget and expenses for the Internal Sales function including:
• Monitoring of an Internal Sales Budget
• Cost management in line with defined budget
• Manage that deposits on events are received and reconciled
• Financial analysis and reporting on Internal Sales business quoted versus converted leads
• Provide input into pricing of events and packages

Stakeholder Relationship Management

• Develop and sustain strong professional relationships with key internal stakeholders and management as well as external suppliers
• Interact with Internal and Group Sales teams with event briefs, client expectations and forecasted business
• Manage the relationship with PCO’s, travel agents and tour operators to ensure business plans are aligned with expectations and delivery
• Communicate with internal resort operations on events operations objectives, forecasted business and implementation, ensuring their full understanding for implementation
• Keep relevant stakeholders up to date and is quick to alert stakeholders and / or team members should problems arise
• Provides relevant guidance and support to Events operations teams
• Implement, communicate and quality assured standards with events teams
• Provide guidance to third party vendors to ensure correct product, pricing and quality standards are achieved in line with contracted deliverables and timeframes.
• Participate in various forums with regards involvement of events operations as part of resort events

Customer Relationship Management

• Ensure that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the outlet / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Provide post-mortem feedback with regarding promotions to ensure these are always relevant and effective
• Shift handover ensuring that staff have sufficient insights and information with regards VIP customers visiting the property

Requirements

Education

• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level

Experience

• 7 years’ experience in events with a minimum of 5 years’ experience as an events manager in the hospitality industry.

Skills and Knowledge

• Strong English Verbal & Written Communication skills
• Business and Finance Acumen
• Networking and Selling
• Emotional resilience and ability to handle pressure
• Proficient Computer Skills (MS Office / Opera / Micros)