Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements.
Job Overview:
The Group, Conference & Events (GC&E) Coordinator is responsible for managing the entire enquiry-to-confirmed booking journey for group accommodation, conferences, meetings, incentives, events and special interest groups across the Dream Hotels & Resorts portfolio.
The role serves as the primary point of contact for clients, travel partners and internal stakeholders, ensuring enquiries are handled efficiently, proposals are professionally presented, and opportunities are proactively managed to maximize conversion, revenue and guest satisfaction.
Working closely with Sales, Revenue Management, Reservations and Property Operations teams, the Coordinator plays a key role in growing conference, events and group business across the portfolio.
Key responsibilities
Group, Conference & Event Sales Coordination
- Manage all group, conference and event enquiries received through approved sales channels.
- Qualify client requirements and recommend appropriate properties, venues and packages.
- Coordinate the sourcing of availability, rates and event requirements across multiple properties.
- Serve as the primary point of contact throughout the sales process.
- Ensure a seamless and professional customer experience from initial enquiry through to confirmation.
Proposal & Quotation Management
- Prepare accurate, compelling and professionally presented proposals and quotations.
- Develop customized event and accommodation packages aligned to client objectives and budgets.
- Ensure all quotations comply with company pricing, revenue and approval frameworks.
- Liaise with Revenue Management teams regarding rate guidance and commercial opportunities.
- Maintain consistency in proposal standards across all Dream Hotels & Resorts properties.
Conversion & Revenue Generation
- Manage a pipeline of opportunities from enquiry through to confirmed booking.
- Conduct regular follow-up on all outstanding quotations and proposals.
- Monitor enquiry conversion opportunities and identify barriers to closing business.
- Actively seek alternative property solutions when preferred venues are unavailable.
- Drive upselling opportunities including accommodation, activities, catering, venue upgrades and value-added experiences.
Stakeholder & Property Liaison
- Build strong working relationships with property General Managers, Operational Teams, Reservations and Commercial colleagues.
- Coordinate site inspections, familiarization visits and venue show rounds.
- Facilitate smooth handovers of confirmed bookings to operational teams.
- Ensure all relevant details are communicated accurately to properties and stakeholders.
- Support the successful delivery of large-scale or key strategic events.
Systems, Administration & Reporting
- Maintain accurate records within CRM, PMS and booking systems.
- Ensure all enquiries, quotations and bookings are captured according to company standards.
- Track and report on enquiry volumes, booking values, conversion performance and pipeline status.
- Maintain strong data integrity and reporting accuracy.
- Support month-end reporting, forecasting and business performance reviews.
Process Improvement & Commercial Support
- Contribute to the ongoing development of GC&E processes, templates and service standards.
- Identify opportunities to improve efficiency and effectiveness throughout the sales cycle.
- Assist with commercial initiatives, promotional campaigns and sales projects.
- Support the broader Commercial team in achieving portfolio-wide revenue objectives.
Key deliverables for success:
Revenue Performance
- Group and conference revenue generated
- Average booking value
- Upsell and cross-sell revenue contribution
- Portfolio contribution to commercial targets
Conversion Performance
- Enquiry-to-booking conversion rate
- Quote follow-up compliance
- Lost business recovery opportunities
- Pipeline management effectiveness
Service Delivery
- Enquiry response times
- Quotation turnaround times
- SLA compliance
- Stakeholder satisfaction
Operational Excellence
- Data accuracy and CRM compliance
- Quality of proposals and documentation
- Process adherence
- Reporting accuracy
EXPERIENCE AND QUALIFICATION
- Certificate, Diploma or Degree in Hospitality Management, Tourism, Business Management, Events Management or a related field.
- Minimum 3 years' experience in:
- Hospitality sales
- Conference and events coordination
- Reservations or groups booking administration
- Customer service or sales support environments
- Experience within a hotel, resort, lodge or hospitality group environment will be advantageous.
- Experience working with CRM, PMS or reservations systems is preferred.
