Marketing & Communications Manager
Moevenpick Hotel & Resorts
Total des années d'expérience :11 years, 0 Mois
Developing an integrated communications strategy for the company incorporating PR, Marketing and Online.
Implementing communications plans to increase brand awareness and recognition for the organisation.
Developing relationships with key media to secure and grow media coverage both online and offline.
Writing press releases for local and national media.
Adapting press releases for international syndication ensuring stories translate to differing international markets.
Monitoring press stories relating to the company and its brand and maximising opportunities for positive PR and playing down any negative PR.
Collating and analysing current communications and messages and ensuring consistency.
Developing and leading the company’s internal communication strategy across the UK.
Communicating brand to internal customers and stakeholders. Overseeing the annual communications budget and ensuring its use is fully maximised.
Responsible for bookings, generating proposals, contracts, issuing confirmations and follow up process with all MICE customers that are assigned.
Ensure that all lead requests are handled as per the policy.
Prepare offer letters according to the guest requirements.
Follow up on sent offers as per guest requirements.
Ensuring company standards are in place.
Personalizes and executes the event for the Meeting Planner.
Maintain timely and responsive communication with all accounts and prospects.
Handle group business to maximize contribution from available public space, generating room revenues whilst achieving Meetings and Events budgets.
Ensure Sales and Catering PMS arrange and maintain as per company policy & standards.
Maintain a good business relationship with clients, providing support, information regarding the hotel’s products and services.
Prepare general offer letters/ quotations according to the guest requirements and ensure active follow up on sent offers.
Identifying new contacts and developing sales leads.
Ensuring enquiries become confirmed business.
Proforma Invoices to provide full detail of the expense/billing instruction prior to the event.
Checking customer satisfaction and resolving any issues to ensure repeat business.
Supervise the operations and monitor performance of the assigned team in order to achieve revenue, yield and volume targets.
Ensure team complies with all the airline’s reservation policies and procedures and standards of guest service.
Handle day-to-day guest complains with proper resolution, and if needed I escalate to a higher level as required.
Also coach and evaluate performance, ensure that staff are recognized with their achievements and provide trainings to enhance their knowledge and skills.
Make sure the team are always up to date on products, service, policies and procedures through regular team meetings ensuring communication and understanding by team members.
In a state of flight disruption, ensure liaison with all involved (guests and colleagues alike) is managed in a positive manner and that revenue and guest satisfaction requirements are maintained
Answer inbound emails and calls related to booking a ticket.
Manage ticketing for away fixtures to include obtaining and supplying ticket allocations for visiting and travelling supporters, arranging sale of same, distribution of same and reconciliation of same with Accounts Department.
Carry out any other duties that may be assigned from time to time.
I am responsible in managing the day-to-day running of the Ticket Office to include the management of Season Ticket sales, Season Ticket holder relationships and relationships with key stakeholders.
Work with the Commercial and Marketing team to agree on marketing and sales plans for ticketing both individual games and Season Tickets. To include discussion and agreement on critical path for sales timelines.
Work closely with Accounts Department to ensure timely settlement of both match-day returns and payment of tickets to and from opposing teams.
Conducting ticketing training for new employees. This includes scheduling for Galileo and Amadeus Trainings for new hires.
Handling bookings under Salasa - This includes maintaining a good business relationship for big hotels as Holiday Inn, Crowne Plaza, Hilton and Marriot. I make sure that VIP clients are well taken cared off.
Part of my job is to ensure full support of my team in the marketing and promotional projects for booked events.
Handling incoming customer ticketing & reservations.
Sells and processes ticket orders via mail, telephone, Internet, and over-the-counter.
Carry out all follow up procedures pertaining to customer travel, i.e. reconfirmation of airline tickets, tour confirmation, booking / reservation etc.
Assists with closing of the ticket office, including preparation of cash banks and updating seating charts and event information.
It is my responsibility to do reservations with Galileo & Amadeus systems and issue and re-issue revalidation.
Maximize sales and revenues by booking and ticketing return journeys, selling holiday packages and other travel related products and services.
It is my responsibility to establish Effective clients relations, maintains the highest level of professionalism, ethic and attitude towards all airline customer, clients, head of department and employees.
It is my responsibility to send out confirmation slip promptly if requested.
Handle any request for amenities or transportation promptly and accurately.
Regularly update guest history records, travel agency/company records and account receivable records on a regular basis; this ensures reservation correspondences are sent accurately and neatly.
Promptly prepares day to day and monthly Reservation report.
To confirm reservations for tickets according to the pricing and availability.
Handle incoming and outgoing emails related to ticket reservations.
Daily communication with team members via email or phone as required.
Handle both group tours/ conventions from the initial blockage to the ticketing lists.
Handling global ticketing issuance as needed (exchanges, changes and cancellation tickets).
Maintaining a high level of service when assisting customers over the phone, ensuring issues are communicated and escalated where appropriate