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.

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