100 Best client engagement manager Jobs in Twickenham (August 2026)

Groups, Meetings & Events Manager

10 days ago

Southall

BRAND INTRODUCTION At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values; theyre a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of Londons most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team create unforgettable experiences for our guests. While our walls speak of history, its our people, their ambition, and their creativity that shapes our future. Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality. ROLE OVERVIEW The Groups, Meetings and Events Manager is an integral role at Montcalm Hotels. The role is to take the responsibility for converting business reactively by personal and consistent sales service, resulting in the achievement of the hotel profit plan that maximizes revenue by driving the sale of conference and events facility spaces and Guest rooms. Coach, mentor, and lead your team with clear direction, sharing your experience and focusing on their roles and responsibilities set to achieve the business plan and associated targets and metrics. COMPETENCIES Sales and Revenue Generation Ability to convert enquiries into confirmed sales through persuasive communication and follow-up. Strong upselling and cross-selling skills to maximise revenue. Proven competence in yield management and diary optimisation to balance occupancy and profitability. Strategic focus on repeat business, account growth, and client retention. Contribution to overall business development through proactive lead generation and identification of new sales opportunities. Customer Service and Relationship Management Excellent customer service orientation with professional telephone and in-person manner. Ability to identify, understand, and anticipate client needs to deliver tailored solutions. Commitment to timely communication and follow-up within established service standards (e.g., 24-hour response time). Strong relationship-building and client partnership development skills. Availability for client meet-and-greet, familiarisation trips, and hospitality events. Communication and Interpersonal Skills Clear, confident, and persuasive verbal and written communication. Ability to maintain effective cross-departmental communication (Sales, Revenue, Events, Operations). Constructive liaison between clients and internal teams to ensure seamless event delivery. Professional representation of the hotel at client meetings, dinners, and familiarisation events. Organisational and Administrative Skills Strong time and diary management abilities to maximise efficiency and revenue. High attention to detail in quotations, contracts, proposals, and event documentation. Accurate data entry and database maintenance (Opera S&C and other CRM systems). Strong reporting and documentation skills for business development and revenue meetings. Ability to handle multiple tasks efficiently while maintaining accuracy and service quality. Teamwork and Collaboration Ability to work effectively as part of a team, supporting colleagues and contributing to collective goals. Commitment to clear communication and mutual support across all departments. Participation in departmental meetings, team briefings, and interdepartmental projects. Willingness to assist with additional departmental projects and ad-hoc tasks when required. Leadership and Team Development Skill in managing and developing team members to enhance departmental performance. Encouragement of collaboration, communication, and accountability within the team. Support for training and continuous improvement initiatives. Active engagement in personal development and identification of training needs. Operational and Event Coordination Understanding of end-to-end event logistics, from enquiry through execution and post-event review. Coordination of accurate and timely function sheets and operational handovers. Oversight of payment processes before, during, and after events. Attendance at key meetings (BEO, forecast, pipeline) to align operations and sales. Ability to supervise and support operations during event delivery. Strategic and Commercial Awareness Knowledge of hotel business cycles, revenue management principles, and pricing strategies. Understanding of how to balance customer satisfaction with commercial outcomes. Ability to contribute insights to business development reporting and forecasting. Awareness of market trends, competitor activity, and industry developments. Initiative to communicate relevant competitor and market intelligence to the wider team. Product and Systems Knowledge Deep understanding of the hotels product offerings, event spaces, and service standards. Confidence in communicating product benefits to clients. Proficiency in using sales, event, and CRM systems (especially Opera S&C). Commitment to continuous improvement of departmental processes and systems. Professionalism and Accountability Commitment to departmental SOPs, hotel standards, and best practices. Professional demeanour, reliability, and personal accountability for performance outcomes. Discretion and integrity in client interactions and data handling. Flexibility to work outside normal hours when required for client or operational needs. KEY RESPONSIBILIES To aid and assist the Director of Groups and Events Sales to convert customer enquiries into confirmed sales by completing proposals and follow up on enquiries on a timely basis, conducting show rounds when appropriate and to develop future and repeat business, contributing to the profitability of the hotels. To manage and develop the Groups, Meetings and Events team to develop successful customer partnerships. In addition, to ensure a clean line of communication is maintained with the operational team. To ensure that all SOPs are adhered to for the department and to implement new strategies and procedures for the department as appropriate. To actively work as a member of the team, contributing to maximising revenue and generating business. To handle all customer enquiries with a professional telephone manner and demonstrate high standards of customer service, and to respond to enquiries within 24 hours. To handle all administrative tasks in an efficient and timely manner. To pro-actively identify customer needs and provide solutions to match and exceed them. To build strong working relationships with clients and develop an understanding of their specific needs and requirements. To actively convert enquiries into confirmed bookings, demonstrating confidence through call control and upselling. Effective diary management maximising yield and revenue per available meeting room and bedroom whilst closely evaluating conversion statistics and lead in times. To respond positively to Groups, Meetings and Events Sales opportunities and identify new accounts and contacts to develop Groups, Meetings and Events sales leads within the hotels. To develop productive working relationships and on-going communication with all departments increasing the development of business and the maximisation of yield and space within the Hotel. To create accurate written quotations and contracts for clients in line with departmental standards. To ensure accurate and up to date customer records in Opera S&C and sales databases and that all best practices are followed and maintained. To contribute to the development and fine-tuning of the systems in place within the office and department. To develop and maintain excellent product knowledge and use in delivering the benefits of the product to the client. To keep up to date with competitor services, installations, and any renovations, as well as on-going promotions for Groups and Events using own initiative to find out more information and communicate them to the rest of the team. To review the payments pre, during and post event with the client, ensuring back up is accurate daily and standards are being followed. To be available to carry out a meet and greet with clients and carry out constructive handovers between the client and the Operations Team both inside and outside office hours. To overview and work on the production of the bookings Function Sheets on a weekly basis in conjunction with the Director of Groups and Events Sales and send to all relevant staff members. To attend the BEO meeting, forecast meeting and pipeline meetings on weekly basis. To overview and supervise operations and logistics of Groups, Meetings and Events and communicate accordingly with heads of departments. To work and co-operate with others, taking part in departmental meetings, team briefings and project work and support other team members and provide assistance when necessary to ensure the hotel team collectively achieves its goals. To assist in additional projects and departmental tasks as and when required. This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. SKILLS & QUALIFICATION To be sales-minded with the desire to achieve excellent results by converting Groups, Meetings and Events business into definite and repeat bookings. To be proactive and able to identify new clients. To actively seize sales opportunities and be able to quantify. To have a personal impact, taking responsibility and using initiative to resolve situations. To approach tasks orderly, with tenacity and determination, completing work to the required standard within the deadlines agreed. To be motivated, committed and enthusiastic, seizing opportunities to learn new skills or knowledge to improve personal performance. To maintain high levels of professionalism in dealings with customers. To be flexible, responding quickly and positively to changing requirements from clients or management. To be able to work different hours or days depending on groups and events operational requirements. To maintain team focus by showing co-operation and support to colleagues to achieve the departmental and hotel goals. Proficient with Opera Express, Opera Sales & Catering. Proficient in Microsoft Office Suite: Excel, Word, PowerPoint, and Outlook. At least 4 years of experience in hotel-based similar roles such as Events, Group, and Guest facing Services is preferred. WORKING CONDITIONS The role is based in the companys London office. Normal working hours are Monday to Friday, 9 am 5.30 pm, during live events and build-up hours may vary. Out-of-hours work at events may be required. TPBN1_UKCT

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