Delegate Operations Executive

Northstar Travel Group (NTG) is a leading B2B information and marketing solutions company serving all segments of the travel & meetings industry including leisure/retail, corporate/business travel, business and sports meetings, incentives, and travel technology.

The company’s portfolio includes media brands, digital media, face-to-face exhibitions conferences and forums, online subscription information services, business intelligence, SaaS e-commerce software, and content marketing solutions.

PURPOSE OF ROLE

You will be part of the UK hosted buyer team delivering the exhibition hosted buyer programmes. Day to day your primary purpose is to work with the Head of Hosted Buyer Operations to run the operational delivery of hosted buyer / delegate programmes across all events.

KEY RESPONSIBILITIES

Hosted programme coordination – customer service

• Work closely with the Head of Hosted Buyer Operations to implement and ensure the smooth running of event hosted attendee programmes.
• Regular communication with hosted buyers on the telephone and via e-mail.
• Ownership and full management of the hosted buyer inboxes. Delegating issues and queries to the rest of the team and checking to ensure these have been followed up.
• Manage the logistical requirements for hosted buyer travel. Provide the external travel providers with regular updates of travel required. Day-to-day liaison with external travel providers to answer any queries they may have regarding the travel to be booked. Speak to hosted buyers who query the travel that has been offered to them. Check that external providers are on track with bookings and highlight any errors back to the providers or concerns to line manager.
• Manage the logistical requirements for the hosted buyer transfers. Provide regular updates of transfers required to be booked. Thorough checking of the returned bookings to ensure all booked correctly and most cost effectively. Providing hosted buyers with all their individual transfer arrangements including coach transfers.
• Advanced knowledge of Excel and Word to be able to communicate with all the hosted buyers to send out details of all relevant arrangements, including hotel accommodation, transfers, appointments booked and to be booked etc., via mail merge.
• Day-to-day management of a fixed term contractor who will be assisting with the hosted buyer programme from April to June. Ensuring they are fully briefed on the programmes, answering all hosted buyer queries correctly and in a timely manner and supporting the team where necessary.
• Ownership and management of hosted buyer’s diary systems as directed. Update all the information to ensure that it accurately reflects the programme for the year. Work with the diary provider to ensure that all information on exhibitors and the conference programme is pulled through correctly and liaise with internal teams to ensure this.
• Daily management of the diary system to ensure that the hosted buyers are able to use it effectively and to fulfill their minimum appointment requirement.

Telesales and Telemarketing

• Create and run reports for the Telesales team to enable the team to chase appointments, providing stats and information that will assist them in completing this task.

Data Management, acquisition, and retention

• Receive and input information into the computerized databases.
• Create and run reports for internal departments with hosted buyer information, appointment statistics and general stats.
• Collating all cancellations and charges and working with Head of Hosted Buyer Operations to raise payment links and cancellation invoices to send to the hosted buyers.

OTHER RESPONSIBILITIES

• Working with the commercial, editorial, and marketing teams to ensure the successful delivery of events
• Determining and keeping an accurate record of the event spend. Assisting the Head of Hosted Buyer Operations with forecasting costs
• Researching venues and suppliers, ensuring best practice and knowledge
• Taking responsibility for handling issues and troubleshooting any problems, both from the office and on-site
• Conducting pre-and post-event evaluations with team members, reporting on the outcomes
• Mentor and train temporary hosted buyer coordinator
• Assisting the events team on other events where required, i.e. Awards Dinner, one day conferences

BEHAVIORS AND SKILLS

• Experience in the operational delivery of hosted buyer/delegate programmes
• Experience/exposure in the operational delivery of events and/or exhibitions
• Fluent English communication, both verbal and written
• Attention to detail in all areas
• Computer Literacy – with advanced knowledge of Microsoft Office
• Ability to work under pressure for long periods of time
• Ability to manage multi-projects simultaneously
• Ability to work as part of a team
• Service awareness – Good telephone manner and customer service skills

TO APPLY

Please send your cover letter with compensation requirements and your resume to desresumes@ntmllc.com. We offer a competitive compensation package, strong benefits and a dynamic and exciting culture.