Coordinator, Client Success ( Events and Reservations)

Location

Hamilton, ON | Canada

Job description

Housing and Conference Services (HCS) directly supports the University’s Mission & Vision of Impact, Ambition and Transformation through Excellence, Inclusion and Community: Advancing Human and Societal Health and Well-being. We currently provide a distinctive living and learning experience for 3900 students focused on key educational priorities including self-discovery and learning; sustainability and wellness and inclusive excellence.

HCS concurrently drives a positive McMaster experience for guests, alumni, staff, faculty and students by providing accommodation and event coordination, which meet the highest standards of service excellence. HCS is a proud and significant ancillary contributor to the financial health of the University, and the core academic and research mission of McMaster.

HCS is currently in a time of significant expansion as capacity is expanding by 54% over the next 5 years, moving from 3900 to 6000 bed spaces across 15 buildings. This expansion will diversify the housing operation dramatically, from a traditional focus on the housing needs of first year undergraduate students, to the introduction of graduate, and family housing, in addition to a constantly diversifying internal and external client base.

The annual budget for HCS is currently (pre-expansion) approximately $31 million and we employ 100+ full-time and 250 part-time staff. HCS reports directly to the divisions of Student Affairs, as well as Operations & Finance.

Job Summary:

The Coordinator, Client Success (Events and Reservations) ensures operational efficiency in the end to end booking processes for event space and hotel style guestroom reservations. Optimizing occupancy and ensuring service excellence for internal and external stakeholders through events planning and delivery, online registration, payment platforms, and seasonal conference execution are key areas of responsibility in supporting the Business Development team in Conference & Event Services.

Duties and Responsibilities:

• Create and adjust the accommodation reservations and occupancy in relation to; Hotel McMaster, Signature Suites, summer group blocks & rooming lists, Student Summer Accommodation (SSA), Online Travel Agencies (OTA), in a timely and efficient manner.
• Receive and process reservation requests via phone, email, and online booking platforms.
• Maintain an organized reservation system, ensuring accuracy and timeliness.
• Assign tables, sections, or event spaces based on availability and customer preferences.
• Confirm reservations and communicate special requests or requirements to the appropriate teams.
• Process deposits, payments, internal journal entries, and expenses with HCS Finance.
• Responsible for the end-to-end planning, logistics and execution of conferences, events, and experiences.
• Respond promptly to inquiries with a thorough and professional understanding of CES services, pricing, policies, and procedures.
• Promote the use of university facilities and supports by providing venue recommendations, set-up and rentals based on client needs and budget.
• Prepare and maintain Client Accounts, Quotes, Work Orders, Action Memo, and Invoices..
• Prepares a briefing report after each event which includes reporting event revenues and expenses for discussion with various stakeholders.
• Monitors and reconciles event costs and verifies accuracy of all expenses incurred.
• Compiles and prepares information to be used for the annual event planning schedule.
• Create, confirm, and adjust client reservations such as classroom, AV, rentals, accommodation etc.
• Determine and coordinate additional resources, vendors, Service Orders, required for the event. Liaise with internal operating partners & contracted suppliers on pricing and services agreement, ensuring a high standard of guest service is achieved.
• Oversee event production, ensuring that venues are booked, audio visual, food and beverage, accommodation, parking, 3rd party supplier rentals are professionally set up to the client’s agreed upon contract and CES quality standards and procedures.
• Calmly, problem solve issues that arise through standard procedures and/ or creative approaches where appropriate.
• Provide excellent customer service by addressing inquiries, resolving issues, and accommodating special requests.
• Negotiate pricing using an equitable sliding scale volume approach.
• Writes and disseminates announcements and promotional information through website and emails.
• Post event, distribute evaluation surveys to event planners for feedback to assess and enhance future CES events and activities.
• Compile and prepare information for the CES annual event planning schedule.
• Regularly share feedback, recommendations, enhancements, and innovative ideas with supervisor and team
• Support CES team projects and initiatives by remaining current and up to date on ongoing events and conferences.
• Train & supervise 1-2 Guest Experience Assistant (GEA) student staff for workload support and student growth and development opportunity.
• Order and maintain inventory of materials and supplies.

Requirements:

• Education: Bachelor’s degree in a relevant field of study
• Experience: More than 4 years of relevant experience

Supervision:

• Has ongoing responsibility for supervising 1-9 casual employees (at any one time).

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

• Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
• Faculty of Health Sciences HR Office at ext. 22207, or
• School of Graduate Studies at ext. 23679

to communicate accommodation needs.

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.

Job tags

Salary