Job Title

• Groups Operations Executive

Purpose of Role

• Operate and successfully confirm group’s enquiries (Leisure Groups, Student Groups, MICE/BT, Tours and VIP bookings).
• Increase profit by selling extra service on each booking.
• Develop a portfolio of client assigned.
• Excellent customer services to clients and suppliers.

Duties and Responsibilities

• Receiving groups request (from clients around the World) on a daily basis, prioritizing this work accordingly to deadlines and start working on each booking.
• You will be fully responsible for the successful commercial outcome of every booking, taking daily decisions on mark-ups, properties, extra services and the correct operation of the booking once it has been confirmed
• Negotiating with suppliers according to the sales requirements either by e-mail or telephone to make a reservation
• Increasing profit revenue by upselling extra services to 30% of your workload.
• Rate comparison and rates negotiations with Hotels and suppliers
• Negotiations of Terms and Conditions
• Providing suitable alternatives when required and negotiating possible compensations when hotels do not provide the standard of service required
• Replying to clients/prospective clients with in services level agreement
• Dealing with all operational matters once the group has been confirmed such as amendments, pax changes, rooming, pre-forma and follow up of cancellation and payments terms and conditions
• Liaising with Sales, Contract and Accounts departments
• Inputting financial data into systems and documentation as part of the Incoming Reservations procedures
• Focusing in maintaining good relationships with existing clients and obtaining new group business
• Dealing general administration duties required within the role
• Other duties as required from time to time

Level of financial responsibility

• You will have financial authority (up to agreed limits) for decision making in relation to mark-ups, cancellations deadlines and payments deadlines

Line management responsibility

• You will be reporting to the Groups Operation Supervisor

Other

• Available to travel and meet clients and suppliers

Experience, Qualifications, Training requirements

• Desirable Groups Reservation experience
• Desirable Negotiations experience
• Proactive approach to learn is a must

Knowledge, Skill, Behavioral requirements

• Fluent in English and another EU Language
• Strong communication, negotiation and client relationship management skills
• Good team player
• Stamina and persistence
• Ability to anticipate and solve problems – especially at the last minute
• Ability to work under pressure and to tight deadlines
• Financial awareness including budgeting skills
• Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines
• A ‘can-do’ approach

Key measures

• Quarterly Profit Target
• Quarterly Client Portfolio Target
• Quarterly Negotiations Target
• Quarterly Customer satisfaction review
• Errors and omissions reviews
• Constant update to clients and supplier (within the department guideline)

Details: Groups Operations Executive