皇冠会务销售经理Crowne Meetings Fulfilment Manager

 Crowne Meetings Manager will be responsible for delivering the guest experiencefrom event planning, to handling customer requirements during meetings, to post-event follow-up with customers. Key to this role is developing expertise in understanding sector/account needs, maximising guest satisfaction, and driving incremental revenue to the hotel. Where applicable, this role will also involve management and the active coaching of assigned Crowne Meetings Eventsteam members.

皇冠会务销售经理将负责提供从会议期间的活动策划到处理客户要求，再到会后客户跟进的宾客体验。该职位的关键在于拓展对行业/客户需求的专业了解，从而提高宾客满意度，推动酒店的收益增长。在适当的情况下，该职位还负责管理和积极指导所分派的皇冠会务运营团队成员。

At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them we need you to stay One Step Ahead and:

在皇冠假日酒店，我们想要宾客感到他们能够淋漓发挥，实现目标并因自己的成功而受到尊重。为了帮助他们，我们需要你先行一步，用心服务：

• Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do. 
• 建立信任----通过展现专业服务，全心支持并在所有工作中调整自己的风格来迎合宾客的需求，使宾客充满信心。
• Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.
• 鼓舞成就----通过支持来尊重宾客的目标，认同宾客使他们感受到尊重与重视，提供选择使他们感到恢复活力，轻松无忧。
• Make it happen– by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.
• 梦想成真----通过预见宾客的需求，视为己任，协作共赢来帮助宾客获得圆满成功

FINANCIAL RETURNS财务回报

Develop deep understanding and knowledge of key sectors targeted by hotel, and gain sectorial/account 

expertise when necessary to maximise guest satisfaction

加强对酒店主要目标领域的深度了解和认识，必要时获取行业/客户的专业知识，从而使宾客体验达到极致

Prepare Weekly Events Forecast and seize upselling opportunities

编制每周会务预测报告和其它支持文件

Ensure the timely follow-up and pursuit of strategic relationships with customers and stakeholders in 

order to drive the highest levels of conversion

确保及时跟进并争取客户和相关部门的战略伙伴关系，推动最大限度的线索转化

Supervise the timely delivery of Master Invoice to customers and facilitate payment 

监督及时为客户提供总帐单和协助付款

Work closely with the Reservations, Sales & Marketing, and F&B departments to ensure the accounts 

from the events are consolidated

与预订部、市场销售部和餐饮部密切合作，确保会务的账目清楚

PEOPLE员工团队

Team up with counterpart Crowne Meetings Fulfillment staff to deliver sector/customer specific services 

as required

与皇冠会务销售团队同等职位的员工合作，按要求为行业/客户提供要求的服务

Communicate to his/her superior any issues encountered and other relevant information

与上级领导交流他/她所遇到的问题及其它相关信息

Attend and participate in and where appropriate, organise training sessions, daily briefings and other 

meetings as required

适当时，出席并参与组织培训课程、每日例会及要求的其它会议

Where applicable, supervise, manage and train Crowne Meetings Events Executives and Crowne 

Meetings Events Coordinators in carrying out their responsibilities

适用时，监督、指导和培训皇冠会务统筹主任和皇冠会务统筹协调员执行其工作职责

GUEST EXPERIENCE宾客体验

In the pre-event planning process, consult with the meeting planners to identify optimal meeting room 

configuration, recommendation on meeting/break flow, menu planning, food & beverage coordination, t

able arrangements, decoration options, etc. to improve meeting efficiency and productivity

在会前计划程序中，向会务策划人咨询以确定最佳的会议室布置、会议/茶歇流程的建议、菜单策划、餐饮

协调、餐台布置、装饰选择等，以提高会务的效果和效率

Meet with each meeting planner daily to debrief on daily events, review consumption, bill and any 

exceptions to contracted billing and review estimates of final billing

每天与每位会务策划人会面，总结当日会务，审查消费情况、账单及协议结算之外的开支，并审核预计的

最终账单

Plan and conduct pre-event meetings with clients and catering staff to identify ways to enhance the guest 

experience

计划并与客户和餐饮服务员工召开会前准备会，确定有可能提升宾客体验的地方

Assigned upon situation as the point-of-contact to give immediate assistance in order that customer’s 

needs are met quickly and their event runs smoothly

在必要的情况下，作为直接提供协助的联络人，使宾客的需求能够迅速得到满足，会务顺利运行

Supervise the organisation of post-event calls and collection of Feedback Survey and follow up with 

customers to obtain event feedback and identify further business opportunities

确保组织会后致电客户，收集反馈调查表并跟进客户获取活动反馈，从而确定更多的业务机会

RESPONSIBLE BUSINESS企业责任

Develop awareness and reputation of the hotel and the brand in the local community

在当地社区中打造酒店和品牌的认知度和知名度

Coordinate safety and security initiatives to ensure meetings flow smoothly with minimal interruptions or 

problems. Coach and advise clients on meeting options and alternatives that potentially reduce waste, 

save energy and have a minimal impact to the environment

协调各项安全措施，确保会务在干扰和问题最少的情况下顺利运行。指导并建议客户的会议选择，以及有

可能减少浪费，节约能源，对环境影响最小的其它可替换选择

Perform other duties as assigned.

执行分配的其它工作

This is a middle level MICE Eventsposition in a full service luxury, resort, or major flagship hotel with high volume catering, banquet, and/or convention facilities.

该会务运营中层职位是为全服务式豪华度假村或设有大量的会务餐饮、宴会和/或会议设施的大型旗舰酒店设置的

Performance of this role should be measured by the following key metrics:

该职位的表现应由以下主要衡量标准来监测

Key Performance Objectives set annually (as per IHG policy)

每年制定的KPO (依照IHG 政策)

Process compliance as the indicated compliance in the Standard Operating Procedures

遵循标准操作程序中列出的流程

Lead Handover Quality

线索移交质量

Other Events KPIs

其它会务KPI

Repeat sale or upselling revenue

反复销售或追加销售收益

Customer feedback/satisfaction

客户反馈/满意度

Degree or Diploma, and 2 – 5 years of relevant experience in meeting planning in Hospitality or a related service industry. Type and level of experience required may vary slightly based on size and complexity of operation.

具有大本或大专学历。拥有2-5年酒店业或相关服务业会议策划的工作经验。所要求的经验类型与水平可视运营规模和复杂程度而有所不同。

Expected to possess the following skills:

应具备以下技能：

Good communication and negotiation skills

良好的沟通和谈判技能。

Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required

能够身先士卒，遵守时间和承诺，按照要求完成任务和项目。

Strong organisational skills required to maintain electronic and paper filing systems

具有较强的组织技能，能够维护电子和书面档案系统

Maintain a high level of knowledge pertaining to policy and procedure and communicates knowledge 

effectively to all personnel when applicable.

对制度和程序保持高度认识，在必要时能和所有人有效的交流知识。

Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying 

information to clients, technicians, management and team members as well as producing reports

具备清楚而有效的口头和书面表达能力，能从客户、技术人员、管理层和团队成员获取并向他们传达信息，

以及编制报告

Excellent PC skills (including MS Office)

出色的电脑操作技能（包括微软办公软件）

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

该职位描述所述内容以职位的本质及所从事工作的级别为意图，而非旨在列出该职位的全部职责或资格。