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Groups & Events Coordinator

Geneva, Switzerland, Genève, Switzerland

Groups & Events Coordinator

  • Geneva, Switzerland
  • Sales & Marketing Division
  • Temporary / Seasonal


In charge of Groups & Event Management for the hotel from the initial sales negotiation until event handover and coordination with Banquet Operations. Plays a key role in coordination of client event requirements with all relevant hotel departments and ensures highest service level throughout pre-event, event and post event phases. Ensures all events (in-house and outside catering) have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. Ensures compliance with Mandarin Oriental Operating Standards to maintain brand integrity.

Sales & Revenue

  • In collaboration with Director of Revenue, helps build the hotel revenue and profitability by actively selling events and groups and negotiating the best possible win win for the hotel and the client
  • Effectively upsells products and services throughout the event process.
  • Meets and exceeds team banquet profitability goals.
  • Participates in customer site inspections and leads the sales process for assigned groups & events.
  • Effectively manages customer budgets to maximize revenue and meet customer needs.
  • Accurately forecasts group sleeping rooms and event revenue (banquet and audio-visual) for his/her groups and acts as a mentor for other managers in this area.
  • Effective communication with Sales Managers to optimize key account management and future sales potential of group & event clients.

Event Operations

  • Handles complex events/programs and Key Accounts planning all event aspects to the customer's requirement, coordinating with appropriate departments to ensure a successful execution.
  • Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. Leads pre-event and post-event meetings for assigned groups. Greets customer during the event phase and hands-off to the operations team for the execution of details.
  • Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc).
  • Effectively uses all tools and IT systems

 Guest Satisfaction

  • Meets/exceeds customer satisfaction objectives and builds loyalty and sustainable client relationships
  • Acts as liaison between hotel and customer throughout the event process (pre-event, event, post-event). Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Makes presence known to customer at all times during this process.  Is available to solve problems and/or suggest alternatives to previous arrangements. Follows up with customer post-event. Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to Event/Meeting Planners meet or exceed their expectations, create loyalty and leads to increased market share.
  • Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
  • Conducts pre- and post-event meetings as required to review/communicate customer's needs and feedback.
  • Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event/Meeting Planner's experience.

Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.

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