Diary and Accommodation Manager Candidate Information Pack
Contents • Welcome to Queen Mary University of London • Job Description • Person Specification • Further Information and How to Apply
Queen Mary University of London is one of the UK’s leading research-focused higher education institutions. With over 27,000 students, 4,600 staff and an annual turnover of £474m, of which £105m is research income. We are one of the largest University of London colleges.
Welcome to Queen Mary University of London
High-quality learning experience
Queen Mary University of London teach and research across a wide range of subjects in the humanities, social sciences, law, medicine and dentistry, and science and engineering.
Queen Mary offers outstanding students a stimulating, supportive and high-quality learning experience, with teaching inspired by our world-leading research.
Based in a creative and culturally diverse area of east London, the main site in Mile End is one of the largest self-contained residential campuses in the capital.
Queen Mary ranked first in London for student satisfaction in 2018 for the third year running.
Our research excellence
QMUL have invested in new facilities over the past five years to offer its students an exceptional learning environment. Recent developments include the £39m Graduate Centre, providing 7,000 square metres of learning and teaching space, and a new medical school and anatomy centre on our Malta campus. Projects nearing completion include the £32m phased internal refurbishment of the Engineering Building, and the £18m Mathematics Building redevelopment which is due for completion in the summer of 2019. Future developments include the £62m new School of Business and Management on the Mile End campus.
Queen Mary has made a strategic commitment to the highest quality of research. The University has invested in this principle by systematically recruiting the best academics in their disciplines from around the world. The results of the most recent national assessment of research – the Research Excellence Framework (REF 2014) – have confirmed its place in the very top group of research-led universities in the UK.
Overall it was ranked 9th in the UK among multi-faculty universities and 5th in the UK for the percentage of our 3* and 4* research outputs.
Russell Group institution
Queen Mary is one of 24 leading UK universities represented by the Russell Group, that are committed to maintaining the very best research, an outstanding teaching and learning experience, excellent graduate employability and unrivalled links with business and the public sector.
Annual Report on Widening Participation and Outreach (WP&O) | 2013–14
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Queen Mary Venues
Queen Mary University of London specialise in versatility and great value to help make events a success. Located across 4 well connected areas in central London, the facilities can host 10 - 778 guests, with residential accommodation. Event hospitality is provided by the dedicated in-house Queen Mary Hospitality team. With Grade II listed event space alongside contemporary venues and accommodation, Queen Mary Venues offers flexibility and versatility in a unique for central London campus environment bordered by Regent’s Canal. A dedicated team, and mutual passion for events ensure they deliver a warm welcome and successful event.
3* bedrooms on Campus Mile End 2000
New buildings and facilities since 2015 worth £36m
Four sites in Central London Zones 1 & 2
Mile End
Whitechapel
Charterhouse Square
West Smithfield
“The facilities were perfect for our requirements & we couldn’t have asked for a better location”
University of Surrey
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surrey.ac.uk
Duties and Responsibilities
Job Description
Job Title: Department Reports to: Grade: Hours per week: Appointment period: Current Location: Work activity type:
Job Purpose
Diary and Accommodation Manager Professional Services / Estates and Facilities Senior Sales and Marketing Manager Grade 5 Full-time (35hrs) 12 Months (Maternity Cover) Mile End Professional Services: Admin/Operational/Technical and Support
To generate and maximise income for Estates and Facilities by contributing to and delivering the commercial business plan, working as part of the commercial sales team and contribute to the commercial plan, the University’s strategy 2030 and the annual target set by the Head of Venues. Responsible for managing all internal events business and lead the team of internal events coordinators by managing the diary, incoming enquiries as well as build strong lasting relationships with internal stakeholders and bookers. You will also lead on Academic bedroom lets and support the Senior Sales and Marketing Manager currently worth £2M). You will be experienced in diary management and accommodation business and will be able to lead a small team including direct line & performance management as well as appraisals and team motivation.
Organisation Structure
This role will develop a strong understanding of the product they are selling and support the team in navigating through the challenges of operating on the various campuses.
Head of Ventures
To enable a seamless approach to sales the department uses a CRM which manages the diary and financial processing. The post holder should develop a good working knowledge of the ooking system and support the Senior Sales & Marketing Manager by using it to report activity and manage rates and ensure the configuration and rates are set accurately.
Store Manager - Zero Waste Shop
Senior Sales and Marketing Manager
QM Venues Administrator
Senior Events Manager
Diary and Accommodation Manager
Commercial Events Executive x3
Events Manager
Events Manager
Retail Assistants
Internal Events and Sales Coordinator
Internal Events and Sales Coordinator
Events Coordinator
Job Context
Reporting to the Senior Sales & Marketing Manager you will be part of the Queen Mary Venues team that sell and deliver all events across all campus’. Queen Mary Venues (QMV) delivers private dining, weddings, corporate events, residential summer schools and summer and Christmas parties, generating an annual income of £4M for the University. As part of the QMV team you will be responsible for the diary management of all internal event enquiries, academic let bookings and take a leading role in the planning and operations of the summer accommodation business.
Duties and Responsibilities
Job Description
Main duties and responsibilities
• To develop offering and feedback to the catering team on demand and menu offerings.
• Responsible for managing the events and accommodation diary.
• To proactively seek customer feedback and disseminate it to EAF.
• Responsible for increasing income with internal departments through strong relationship building and understanding their requirements.
• To review existing processes and procedures on a regular basis and put forward actionable improvement suggestions and carry out regular updates to the CRM. • To develop, share and improve knowledge of the market, competitors, and commercial services and their offering. • To become a super user of the events and accommodations system and support on set up of rates, menus and changes to the offering for accurate recording of items.
• Responsible Increase income for academic lets and summer business
• Responsible to line manage a team of internal event coordinators including training, development and performance management in line with the Directorate and University policies • Manage and distribute the internal enquiries towards the team and ensure fair workload distribution • Ensure response time and quality to internal enquiries is done to the agreed standard set within the Sales SLA • To fully understand the venues portfolio across all sites and support internal bookers in finding the right space on campus • To create event proposals for enquiries using the correct documentation, imagery and menus and set standard for the wider team • To become the key account manager for large scale internal events and their bookers with their requests, questions and support enquiries
• To support on external business when required.
• To assist the Senior Sales & Marketing Manager with reviewing T&Cs, SLAs, and risk assessments and participate in competitor benchmarking exercises.
To see guidance notes for further instructions on how to complete this section, click HERE .
The list of responsibilities is not exhaustive and the jobholder may be required to undertake other duties commensurate with the level of the role, as reasonably requested by their line manager. This job description accurately reflects the duties and responsibilities of the role at the time the job description was written. These duties and responsibilities may change over time without significantly impacting on the character of the role, the overall level of responsibility, or its grade. Depending on strategic or operational needs, the jobholder may in the future be required to work for another existing or new organisational unit and/or at a different site within Queen Mary. This may be on a temporary or indefinite basis and may involve a change in line management and / or regularly working at more than one site.
• To input enquiry and customer data into the CRM and utilise the actions function to follow up on enquiries.
• To engage with key stakeholders across campus such as event service providers i.e, porters, cleaning, security, maintenance and other key departments such as Timetabling, Registry and Events & Ceremonies teams.
• To agree accommodation rates with Senior Sales & Marketing Manager.
• To support the Senior Sales and Marketing Manager in the delivery of the Summer Accommodation strategy.
• Responsible for the day-to-day operation of the summer business including managing the allocation and delivery of up to 1500 bedrooms a night for summer accommodation business covering over 100,000 bed nights over a 10week period.
• To update and manage the QM Stay and booking.com websites and lead on all B&B bookings.
• To manage internal invoicing.
Duties and Responsibilities
Person Specification
This table lists the essential and desirable requirements needed in order to perform the job effectively. Candidates will be shortlisted based on the extent to which they meet these requirements.
Requirements
Essential / Desirable
Qualifications Minimum of 5 GCSEs or equivalent. A level qualification or equivalent.
E E E
Educated to degree level in a relevant field or equivalent work experience.
Experience/ Knowledge
Relevant events sales experience.
E E
Experience in diary/event management system, ideally Kinetic Solutions.
Experience within the HE Sector. Knowledge of residential summer school market. Experience in line management.
E E D
Skills/Abilities Excellent written and spoken English.
E E E E E
Experienced in Microsoft Office.
Excellent organisation, administration and planning skills.
Confidence and faith in own ability.
Ability to work under pressure juggling diary conflicts.
Other
Results driven.
E E
Flexibility to travel to other campus’ for site visits and meetings. *The ability to meet UK ‘right to work’ requirements.
E * The University has a legal responsibility to ensure that all potential employees can provide documentary evidence of their legal right to work in the UK prior to commencing employment. Candidates shortlisted for interview will be ask to bring their passport or another acceptable form of evidence to verify their right to work. Essential/Desirable: E = Essential: Requirements without which the job could not be done. D = Desirable: Requirements that would enable the candidate to perform the job well.
Further Information and How to Apply A wide range of benefits are also available, this includes 30 days annual leave (plus University closure days and public holidays), a defined benefit pension scheme and also an interest-free season ticket loan.
Visit our website for further details of the benefits of working at QMUL: Staff Benefits - Human Resources (qmul.ac.uk)
Applications should consist of a CV and covering statement outlining key matching experience and rationale for applying for the post. Applications should be sent to; james.gregory@mrgpeople.co.uk.
For a confidential and informal discussion, please contact the University’s appointed recruitment partners Anna Kacprzak and James Gregory at The Management Recruitment Group.
The closing date for this application is Monday 20th of March
Anna Kacprzak 07513 721 970
James Gregory 07966 827 391
anna.kacprzak@mrgpeople.co.uk
james.gregory@mrgpeople.co.uk
www.mrgpeople.co.uk
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