Operations Executive M&E South Europe & Emerging markets

RESPONSIBILITIES 

Process all production activities for M&E for the Southern Europe Cluster & Emerging Market, liaising with the resorts, the client and RM. 
Continue the sales process after the confirmation of a group by putting the client needs and expectation at the centre and pro-actively doing upselling. 
Represent Club Med towards partners and direct clients and deliver a unique M&E experience to create loyalty beyond Club Med brand.

KEY TASKS  

1 – Be responsible of M&E production (after confirmation of a group till its return) 
•    Ensure the booking finalisation by managing administrative and logistic aspects of group sales after confirmation
•    Liaise with RM for confirmation and booking modifications
•    Liaise with transport to finalize additional transport services, assisting directly the transportation process in support to the department
•    Increase the upselling BV by proposing extra services and if needed translate and communicate to the client the resort information 
•    Keep track of the upselling done with monthly report
•    Manage the confirmed groups in liaison with the resorts for all services requested by the client: transfer, excursion, gala dinner, cocktails, coffee breaks, team building, meeting rooms, sports, ....
•    Ensure that M&E referent in the resorts receives a detailed event schedule “Day By Day” for the groups and events as well as the MEGA
•    Send the “Day By Day” to the client, finalizing the program with the group and make all necessary changes internally with all actors (resort, Transport, DMC in case of stop over …)
•    In case of site inspection organize and set it with the resort and RM
•    In case of important group, escort the event 
•    Keep in touch with the client during the event and resolve any client disputes and complaints in a professional manner liaising with M&E Business Developer
•    Control that “Getfeedback” survey is sent after each group return, check clients received it and fulfil it
•    Call partners and/or direct customers to take their feedback after each group return
•    Weekly monitoring of all confirmed groups with Sales Executive

2 – Be responsible of M&E invoices and administrative task 
•    For Italian market, prepare and issue addendum contracts, if needed in liaison with the Sales Executive
•    Keep update the costing/prices sharing with client before sending update to administration
•    Communicate and instruct administration to send invoices and follow-up on payments
•    After administration update on payments, if needed call partners and/or direct customers to get payment done
•    Process final invoice in COUPA

3 – Be responsible of updating M&E tools and respect process 
•    Manage all NA Booking Process up to the group departure
•    Insert rooming list in My Key systems
•    Keep Portal de Production updated as well as other IT systems involved for M&E 
•    Respect all process involved for M&E

KPIS
•    BV STS M&E 
•    Upselling BV STS (all extra room & service sell after confirmation of the groups)  
•    Groups feedback through “GetFeedBack Survey”

PROFILE REQUIRED
•    Education: High School Degree and 3 years university, preferably in Tourism & Hospitality arena

•    Experience: Proven experience and track record as Operation Executive M&E  

SKILLS REQUIRED

•    Skills : Act in line with the Group and BU strategy, Organisation and time management, Strong Communication skills both written and verbal, Business & client oriented, convincing & negotiation skills, anticipating, structured, adaptability, interpersonal skills

•    IT skills : Excel, PowerPoint, NA, Salesforce, Portail de Production

•    Language skills : Fluent in Italian & English and “a plus” if knowledge of French or Spanish 

•    Knowledge : CM range of services and products. Experience in a Resort is a “plus”.