Groups and Events Coordinator

Description

Position Overview: The Groups & Events Coordinator is vital to our commercial team and is responsible for driving revenue growth and optimising the guest experience for all six Hilton Resorts in Seychelles. This role serves as the primary liaison for clients, handling the booking process from the initial inquiry through to contract signing, at which point the booking is seamlessly transitioned to the individual resort teams for execution. You will play a crucial role in developing strategic proposals, managing room blocks, and ensuring smooth handover while fostering long-term client relationships. This position demands a proactive approach, exceptional communication skills, and a strategic mindset to align with each resort's goals.

Key Responsibilities:

1. Client Engagement & Relationship Management

• Serve as the primary point of contact for all group and event inquiries across the six resorts, building and nurturing strong, long-term relationships with clients.
• Conduct in-depth consultations with clients to understand their needs, preferences, and vision, providing tailored solutions that align with the resorts' capabilities and brand standards.
• Regularly follow up with clients, keeping them updated on booking progress, responding to queries within 24 hours, and addressing concerns efficiently to ensure client satisfaction.
• Develop and maintain a comprehensive client database, recording interactions, preferences, and feedback for future engagements, aiding in repeat business and strategic targeting.

2. Strategic Proposal Development & Contract Management

• Craft compelling and strategic proposals that highlight the unique features and benefits of each Hilton resort in Seychelles, address client needs, and showcase the value proposition of hosting events at our properties.
• Develop detailed event proposals, including service descriptions, pricing structures, and timelines, ensuring transparent communication of all aspects involved.
• Draft, review, and manage contracts, meticulously outlining terms and conditions to safeguard client and resort interests.
• Coordinate timely contract signing while ensuring compliance with company policies and legal requirements.
• Liaise closely with internal departments, including finance, to monitor payments and deposits, following up as needed to secure financial commitments before handover.

3. Room Quoting & Block Management

• Utilise the Delphi system to manage room block allocations, accurately quote room rates and packages, and maintain detailed records to ensure seamless coordination.
• Work closely with the Revenue Management Consolidated Center (RMCC) to secure competitive rates that align with the hotels' revenue strategies. Actively monitor room block pick-up and adjust availability to maximise occupancy and revenue.
• Facilitate the smooth transition of room block information and booking details to the resort teams once the contract is signed, ensuring no gaps in information flow.

4. Handover & Coordination with Resort Teams

• Develop a robust handover process to transition bookings to the respective resort operations teams upon contract signing. This includes compiling detailed event briefs with client requirements, room block specifics, and any special arrangements.
• Act as a liaison between the client and resort teams during the handover phase, providing additional support to ensure the resorts have all the necessary information to execute the event successfully.
• Continuously communicate with resort teams to ensure clarity and alignment with the client's expectations, offering insights gained during the initial engagement phase.

5. Sales & Business Development

• Actively participate in sales and marketing initiatives to promote the event services of all six Hilton Resorts, including attending trade shows, networking events, and sales meetings.
• Identify and pursue new business opportunities, leveraging existing client relationships and exploring new markets to drive event bookings.
• Collaborate with the sales and marketing teams to develop and execute sales strategies aimed at increasing group and event bookings, contributing to the resorts' overall commercial success.

6. Financial Management & Reporting

• Assist clients in developing event budgets, providing detailed cost estimates, and ensuring all expenses are accounted for within agreed financial parameters.
• Prepare regular reports for the Sales Manager and relevant departments, including revenue analysis, booking pace, event profitability, and post-contract summaries, to inform strategic decision-making.
• Monitor the payment schedule of deposits and financial obligations, following up with clients to ensure timely payment in alignment with contract terms.

7. Quality Assurance & Continuous Improvement

• Maintain the highest service quality and client engagement standards, ensuring all events booked meet the brand's expectations and contribute to a positive guest experience.
• Gather and analyse client feedback, post-event surveys, and operational insights to identify areas for improvement, driving continuous enhancement of the group's and events services across the resorts.
• Stay informed of industry trends, competitor activities, and best practices, implementing innovative strategies to strengthen the resorts' market position.

8. Team Collaboration & Leadership

• Collaborate closely with the Sales Manager and resort teams to align group and event activities with broader sales and marketing strategies.
• Lead cross-functional coordination with departments such as Food & Beverage, Housekeeping, and AV to ensure that all booking-related needs are understood and communicated during the handover phase.

9. Delphi System Management & Sales Activity Tracking

• Creating Initial Bookings: Based on client inquiries, create new group and event bookings in Delphi, ensuring that all necessary details, such as client information, event dates, room blocks, and requirements, are accurately entered into the system.
• Quoting Room Rates & Packages: Accurately quote room rates and packages within Delphi, considering seasonal variations, room availability, and the hotel's revenue strategy to provide clients with competitive and tailored offers.
• Managing Room Blocks: Allocate room blocks in Delphi according to the client’s requirements, keeping track of room inventory and adjusting the allocations to align with the client's needs and hotel capacity.
• Inputting Special Requests: Log special client requests, VIP guests, and specific instructions in Delphi to ensure all departments have the information needed to deliver a seamless guest experience.
• Updating Booking Status: Regularly update the status of each booking in Delphi (e.g., tentative, confirmed, contract sent, contract signed) to maintain an accurate overview of the sales pipeline and allow for effective revenue forecasting.
• Recording Sales Activities: Record all client interactions and sales activities in Delphi, including meetings, phone calls, site inspections, follow-up communications, and proposal submissions. This allows for a comprehensive activity log for each client.
• Tracking Contract Signatures: Monitor and update the contract status in Delphi, ensuring that all signed contracts are promptly logged and related documentation is attached within the system for easy access by resort teams.
• Inputting Payment Information: Track payment schedules, deposits, and outstanding balances in Delphi, ensuring that financial information is up-to-date. Follow up with clients regarding payment statuses and update the system accordingly.
• Running Reports: Utilize Delphi's reporting tools to generate sales activity reports, booking pace analysis, revenue forecasts, and room block pickup reports. Share these insights with the sales manager and resort teams to aid in strategic decision-making.
• Post-Contract Handover: Upon contract signing, compile a detailed summary in Delphi, including all client requirements, event details, and room block specifics. This comprehensive record will serve as the handover document for the individual resort teams.
• Maintaining Data Accuracy: Ensure that all data entered into Delphi is accurate and up-to-date. This includes continuously revising client preferences, changes to event details, and adjusting room blocks to reflect the latest information.
• Coordinating Internal Communication: Use Delphi to generate and send Banquet Event Orders (BEOs) and rooming lists to the relevant departments, ensuring a clear line of communication and alignment across the operations team.
• Updating Proposal and Contract Changes: Modify existing proposals and contracts within Delphi if booking revenues, event size, or other critical elements change significantly during the planning process.
• Monitoring Booking Pickup: Actively monitor the booking pickup in Delphi, releasing unsold inventory per contract terms to optimise hotel occupancy and revenue potential.
• Utilizing Traces: Set up and manage traces in Delphi for important follow-ups and deadlines, such as contract deadlines, deposit reminders, and client feedback collection.

Requirements

What are we looking for?

A Groups and Events Coordinator serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Graduate or MBA in Management, Hospitality and Marketing
• Previous sales groups and events, preferably in Hospitality
• Ability to analyze and manage multiple tasks
• Ability to solve problems quickly and efficiently
• Sense of organization and planning
• Good computer skills including Excel, PowerPoint and Word
• Proactive approach to meet deadlines and objectives

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!