• To manage the performance and service for the Catering and C&E team operators at Mercedes-Benz World• Managing processes, defining & reviewing SLA’s, monitoring KPI’s, health & safely, licensing and reporting in all areas• Responsible for ensuring the highest level of customer service and professionalism is maintained and developed with internal & external clients, across sales, coordination & catering perspective• Build and maintain relations with all contracts within Mercedes-Benz World , regular catch ups and review of services being provided• Dealing with complexed customers and issues using my own expertise and experience to manage efficiently• Responsible for ensuring all staff are highly motivated, qualified and trained within each area of the business. • Ensuring high standards in all areas of the business with consistency.• Building excellent relationships internal & externally • Management of service delivery and sales functions, identifying areas to maximize opportunities, focus on efficiencies, drive sales and productivity.• Managing the special events calendar, ensuring planning parameters are met• Manage the budget on a day to day basic, producing accurate financial forecasting for the C&E department, sales & expenses• Ensuring all processes are followed.• Generating performance & operational reports to monitor performance• To work with and support all other departments on deliver companies set objectives• Marketing liaison to move the business forward• Continually reviewing, making improvements and recommendations in all areas to improve our client journey, ensure best practice and be consistent in all areas• Undertake the management role of Duty Director and assume associated responsibilities as required• Liaise and assist the General Manger when required

• To guide and lead the team, managing process, performance, HR, budgeting, reporting & achieving sales targets• Full understanding of Health & Safety elements within the work place and during events (IOSH qualified)• Making improvements to the teams daily work, continually reviewing and making recommendations to ensure best practice and consistency in all areas• Motivation of team, providing detailed training programs and individual goals to maximize opportunities and sales• Creating, developing and delivering new business ideas & opportunities• Accurate records / paperwork / booking system / processes / forecasting / budgets • A strong role within our Site Incident Response & Crisis Management team• Duty Direct once a week, responsible for the overall running of the venue • Project manager for our in house booking system• Attendance at Exhibition & networking events to promote the venue • Lead, plan & implement a full sales plan alongside marketing activity - reviewed monthly• Supporting & coaching the Sales Executives to maximise sales from new enquiries, quotes & site visits • To liaise with all suppliers and departments within the business • Ensuring each event is sold & delivered as per the clients expectation alongside the set budget• Ensuring the highest level of customer service is given and professionalism is maintained and developed with internal & external clients• Ensuring room standards, packages & menus are of a high standard and reviewed regularly including competitor analysis• Planning & preparation of our special events Calendar• Leading KPI meetings with our caters in addition to day to day management of the contract• Up selling products / services and maximizing room utilization and spend per head• Event Management on all large or bespoke scale, contact with local authorities / councils / businesses

• Facilitating the clients every need for an event by being the main point of contact throughout the planning process & being proactive throughout• Understanding clients budgets & time constraints and working within these parameters to deliver a successful, well managed event• Communicating constantly & effectively with the client about their event by arranging face to face meetings, telephone conversations and clear e-mails. This applies from the first contact to post event care to encourage repeat business and build a trustworthy relationship• Ensure the booking system is kept up to date with clear and concise data• Troubleshooting any problems that may arise either during the planning process of an event or on the day• Preparing contracts and making the client aware of the company’s terms & conditions• Adhering to our H&S policies & procedures and obtaining the correct paperwork for sign off• Responsible for calculating the invoice and obtaining payment for the event• Raising & verifying purchase orders for outsourced client requirements including control for invoice/cost purposes• Assisting in weekly/ monthly/ annual forecast against our departments targets and budgets• Prioritising work load & keeping an organised audit trail• Assisting in the Selling & Up Selling of events and extras• Thinking laterally to deliver different & exciting events to clients who require more than just a meeting/conference• Building & maintaining strong relationships with external suppliers and internal Mercedes departments• Briefing all departments at weekly operations meeting