ROLE SUMMARY:
The Events and Experience Coordinator is a critical position within the Events and Experience department at Chessington. The role is the main point of contact for our VIP’s, guests and clients and the role provides constant contact throughout the booking journey and beyond. The role combines communication to both Events enquiries and Experience enquiries and ensures that all communication is professional and timely. The role supports every aspect of the booking journey and also ensures that charging and invoicing of clients and guests is accurate.
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Answer all guest queries in a timely manner, ensuring a professional level of response for each guest or client
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Maintain the Events inbox and the Experiences inbox via the Avius portal to ensure all requests are completed, any quotes are raised and invoices and payment links are sent.
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Ensure E&E Leads are made aware of all Experiences taking place and that handover for the next morning is complete.
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Provide quotes for client enquiries for the conference and event space, invoicing of clients and payment links for payment.
KEY RESPONSIBILITIES:
Operational Leadership
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Accurately input Conference packages into the Opera system, ensuring all bookings are correctly prepared and all stakeholders informed.
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Maintain both Events and Experience inbox for new business and ensure all guest/clients are provided with correct information throughout booking journey.
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Monitor and maintain appropriate stock levels for hotel packages, ensuring availability for all bookings within the next 48 hours.
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Support the E&E Sales Manager with the preparation and analysis of weekly performance reports.
Team Engagement & Development
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Work closely with the E&E Leads to ensure all relevant information is shared.
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Support a positive and motivated team environment by encouraging high standards and operational readiness across the team.
Guest Experience
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Demonstrate a strong commitment to delivering exceptional customer service by anticipating and prioritising the needs of both internal and external guests, consistently maintaining a positive and enthusiastic approach.
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Respond to all guest enquiries efficiently, adhering to service standards of a 3-day turnaround for emails and same-day response for phone queries.
Collaboration & Communication
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Foster clear and effective communication between the E&E team and wider resort departments to ensure seamless operations and collaboration.
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All verbal and written communication is professional and consistent with expectations of the E&E Manager.
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Liaise with Group Events teams to ensure packages are created and shared within a timely manor.
Health & Safety
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Ensure all operational checks and documentation (including area standards and stock management) are completed in line with company policies and safety requirements.
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