Meeting Team Leader

3.0 American Express Global Business Travel – United Kingdom 13 days ago
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Meeting Manager / Team Leader

Function as the primary client liaison and lead for assigned programs. Negotiate critical program components based on knowledge of client requirements from initial request through contract completion and turnover; this includes recommending supplier and destinations options and solutions. Proactively negotiate price and contract, and create reasonable preliminary budgets. Manage meetings and events through the implementation of strategy, delivery of objectives and execution of logistics, while effectively working with clients. Responsible for coordination of program planning from contracting to final billing, while providing unparalleled levels of customer service on all travel programs. Works closely with client contact to understand and meet program objectives/outcomes. The scope of this position is dependent upon assigned account/programs. Scope of work will vary from client-to-client and program-to-program.

Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to accounts assigned are achieved. Provides comprehensive leadership to American Express and to clients, overseeing sourcing and planning of programs, providing client and team support and training, and managing special projects. Manages 3-5 exempt and non-exempt employees who support registration, sourcing, contracting, planning, hosting and budget development for dedicated accounts. May be onsite for events. Performs other duties as assigned by leadership.

Roles & Responsibilities:

PROCESS MANAGEMENT:
  • Review meeting request and conducts meeting qualification call with client.
  • Develop and implement program and profit/negotiation strategy to achieve best price and/or enhancement consideration with suppliers, supporting the specific needs of the client.
  • Utilize knowledge of domestic and international destinations to recommend appropriate sites. Maintain knowledge of new destination options, value-priced destination options and promotional offerings.
  • Gather all the information necessary to properly source and place an event on behalf of a client, including standard availability grids from designated technology tool.
  • Initiate RFP process to secure appropriate room blocks, logistical event needs, and pricing from hotels and other suppliers.
  • Qualify proposals to determine if appropriate and competitive.
  • Negotiate and confirm critical program components with supplier(s) and team, utilizing basic terms and conditions, and/or modifying pre-existing master policies to meet individual client requirements.
  • Meet client deadline providing availability grid based on client standards, and review with client and team.
  • Track supplier option dates and follows-up with team members and suppliers of program status.
  • Review all supplier contracts prior to finalization, ensure both program specific and generic terms and conditions are accurate and legally protective of both American Express M&E and the client, including attrition dates, cancellation policies, etc. Use appropriate authorization and addendum form to ensure consistency and accuracy.
  • Conduct final negotiations with selected suppliers for best possible pricing and concessions to meet savings and spend expectations.
  • Provide supplier with all appropriate documentation at sale notification including itinerary, supplier contracts, etc.
  • Create meeting records in the designated meeting management system, and complete all internal documentation for the program.
  • Conduct additional negotiations with supplier(s), such as DMC companies, and all other third party suppliers, pre and post-sale, to improve costs, profitability and/or terms of targeted program components.
  • May participate in program re-negotiations or cancellation negotiations, as required.
  • Achieve appropriate benchmarking metrics as per client or company requirement.
  • Complete project timeline; establishes a work flow schedule with client and suppliers to facilitate prompt and accurate handling of all program details.
  • Manage and negotiate any additional hotel needs, destination management company (DMC), air and all third party contracts. Monitor attrition dates, cancellation policies and ensure contracted services are executed.
  • Communicate between Information Technology support and clients for web requirements on assigned programs.
  • Coordinate and possibly attend site inspections as needed.
  • Coordinate all program details and produce a program itinerary / working agenda that outlines all program specifics and requirements.
  • May conduct program debrief with client.
  • Work with accounting to complete final bill, review final billing prior to final invoicing to client.
  • Maintain accurate records, system input, and complete file management as outlined in American Express M&E and client policies and procedures.
  • Evaluate program impact and reassesses objectives and outcomes; plan for continuous improvement.
  • Partner with designated team to communicate registration and air needs, status meetings and continuous communication throughout program.
  • Able to assist with any level of event including those of a complex nature, large volume, high level of confidentiality, international scope, etc.
PEOPLE MANAGEMENT:
  • Creates and encourages a positive and open work environment to maximize quality of work life.
  • Interviews and selects direct reports by following American Express' selection practices and policies.
  • Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
  • Ensures direct reports are maintaining compliance through monitoring and measurement.
  • Evaluates staffing models to ensure appropriate staffing levels are in place.
  • Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the PMP process is maximized.
  • Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.
  • Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.
  • Provides performance based rewards and recognition to reinforce behavior as it occurs.
  • Approves and presents salary recommendations to Director.
  • Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
  • Recommends employee terminations after consulting with human resources to ensure policy and legal requirements are followed.
  • Lead team members regarding daily inquiries.
  • Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
  • On-boards new employees.
  • Ensures people related paperwork is current for direct reports.
  • Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.
  • Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
LEADERSHIP AND RELATIONSHIP MANAGEMENT
  • Work closely with client to ensure program objectives are addressed, maintain open line of communication with client to ensure understanding of expectations and client satisfaction.
  • Maintain open and on-going communication with team regarding supplier utilization, key negotiations, performance and unique programming ideas. Advise team on preferred hotels and help direct decisions to those hotels participating in the Preferred Program.
  • Partner with third party suppliers to understand and negotiate their services as needed. Advise team members as appropriate regarding new or revised information from suppliers.
  • May be requested to manage VIP negotiations.
FINANCIAL AND REPORTING RESPONSIBILITY:
  • Advise Meeting Management Team and customer of initial deposit requirement, and secures payment.
  • Responsible for accurate program forecasting and updating business management systems with accurate financial and estimated budget and cost savings information as needed.
  • Maintain tracking information of all tentative, sold, and canceled programs in business program management system.
  • Maintain accurate records, system input, and complete file management as outlined in American Express M&E and client policies and procedures.
MISCELLANEOUS RESPONSIBILITIES:
  • Work on special projects as assigned by the Director or Operations Manager.
  • Keep abreast of industry standards and trends related to responsibilities.
  • Develop and maintain key client and supplier relationships
  • Develop and maintain knowledge of technology and/or software solutions
  • Handle multiple projects/demands effectively
  • May require travel to destinations worldwide, in support of client site inspections.
QUALIFICATIONS:
  • Minimum of two years experience in leadership of event or meeting management teams, 5 years in project/meeting management and 2 years in procurement
  • 4 year degree and CMP designation preferred
  • Proven people leadership skill and impact of teams
  • Knowledge of meeting industry
  • Strong ability to interact with client contacts at a meeting level and key contact level, when needed
  • Program management system and meetings industry technology experience preferred,
  • Understanding of and ability to effect win/win solutions.
  • Prior successful experience in developing and maintaining key client and supplier relationships.
  • Prior experience in effectively handle multiple projects/demands.
  • Strong knowledge of business financials, contracts and service levels
  • College degree preferred.
  • Proven aptitude for analytical skills required.
  • Ability to travel by airplane, boat, rail and/or car.
  • CMP designation a plus.
  • Experience in hotel buying required
  • Proven negotiation skills
  • Knowledge of domestic hotels and destinations required, international a plus
  • Knowledge of travel supplier operations, overall capabilities/range of services
  • Program management system experience preferred, especially with an online sourcing tool
  • Understanding of and ability to effect win/win solutions
  • Operations experience in hospitality industry or equivalent a plus
  • Prior successful experience in developing and maintaining key client and supplier relationships
  • Strong knowledge of program/event management and budget maintenance
  • Candidate must have a strong working knowledge of English, written and spoken
Location

United Kingdom>Virtual Location

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