Job Purpose
The role holder will provide leadership, strategic direction, and operational oversight for the management of booked events (Conferences & Workshops), ensuring an excellent customer experience, efficient management of events and Client satisfaction.
Key Duties and Responsibilities
Strategic Responsibilities
Develop an Annual Business Plan for the Conference & Event Management and Guest Relations functions in the Institute.
Develop and implement Event Management policies and best practices.
Develop and implement guest relations policies and best practices.
Establish partnerships with vendors, suppliers and corporate clients.
Innovate and improve event offerings to enhance competitive positioning.
Innovate and enhance the guest relations function to enhance Client experience.
Ensure alignment of Event Management procedures with overall Client Experience strategy.
Oversee Fnancial Planning, Budgeting and cost control measures for the Event Management and Guest Relations functions.
Technical and Operational Responsibilities
Manage Event Logistics including Bookings, Venue setup and Catering.
Supervise the reservations and guest relations teams to ensure seamless coordination.
Monitor compliance with Health, Safety, and Customer Service standards.
Coordinate with Security, ITD, Housekeeping, Hospitality services vendor to ensure all parties have full details and expectations of booked clients.
Enhance the Institute's visibility and recognition as a key provider of conference services in Kenya and the region by ensuring an excellent customer experience.
Monitor service quality to ensure client retention.
Ensure that conference spaces meet cleanliness, safety, and hospitality standards.
Supervise the Reservations & Guest Relations unit to ensure seamless coordination.
Monitor event outcomes and prepare periodic utilisation and revenue reports.
Ensure any faulty facilities are reported and repairs carried out by the projects team for client satisfaction.
Implementation and update policies and procedures to streamline Event Management and Guest relations operations.
Establish and monitor performance targets for all direct reports.
Maintain and develop capacity of the staff including skill levels, knowledge and experience required for the Section to meet its objectives
Mentor, coach and mobilize teams to achieve desired results.
Monitor trends in the meetings and conferences market/industry.
Other Responsibilities
Train staff in Event Coordination and Customer Service.
Support relationship management with clients and internal departments.
Prepare, negotiate, monitor and report on operational section work plans, budget reports and operational performance.
Qualifications
Bachelor's Degree or equivalent in Business related areas/ Hospitality Management.
Work Experience
Minimum eight (8) years' relevant work experience.