Operations Services Coordinator

The main purpose: The main purpose of this position is to arrange, provide and implement the support and conference and exhibition services as required by internal/external clients and exhibitors. Performs event co-ordination and administrative tasks or activities, attends to conference and exhibition services enquiries, processes event requests or manages the transfer of requests for services to appropriate personnel for attention. The incumbent will be required to assist with providing prospective clients with conference and exhibition service information and quotations, attending to specific administrative procedures associated with the functionality and undertaking general event management and co-ordination, office / clerical, and recordkeeping activities. A core focus being to ensure adequate and capable support is made available enabling the conference and exhibition services department to recognise and deliver on priorities in accordance with the high standards expected from a world class establishment. To assist with ensuring that the service delivered by the CTICC and its service partners are maintained to a five star standard, recording evidence of such and coordinating between various disciplines to ensure compliance. Provide support to the business and ensure that all event application documents are timeously distributed and sent to the sales and event executives for completion by our clients. To obtain event permits prior to the opening of events. The position will work closely with the commercial and health and safety departments to ensure that the event application process timelines are adhered to.

Reporting to the: Events Manager

Key responsibilities will include but are not limited to

1. Administrative Services

• The co-ordination of the operations services desk during event build-up and upon it going live
• Handling all operational services and event related queries and on-site orders, during build-up and the duration of an event
• Serve as the CTICC contact with exhibitors, delegates and contractors to ensure that all operational services are installed and operational timeously
• To liaise with the finance department re invoicing to ensure clients receive the invoices timeously
• Carry out relevant reporting and administrative requirements of the job regularly i.e., generate power consumption and, DCP Wi-Fi crystal reports etc, per event.
• Daily discussion and planning with contractors for all orders, re past, current and upcoming events
• Provide quotations and input on respective operational services along with health & safety and event applications, via verbal and written communication to the sales and event executives
• Processing of all exhibitors, delegate and client service orders
• Promote and up-sell our in-house service providers where applicable
• Advising and discussing all operational service requirements for events namely: audio visual, information technology, telecommunications, security, cleaning, waste, plumbing, stand building, carpeting, waste, medical, electrical, rigging and lifting equipment solutions, as well as food & beverage requirements and any other additional operational requirements relating to the event hosted at the CTICC.
• Determining the client’s needs and advising on certain possibilities and solutions, e.g. IT, telecommunications, security, safety, plumbing, cleaning, waste etc.
• Input all information into EBMS timeously for planning and invoicing
• Generate optimal revenue from clients by upselling additional services and Food and Beverage
• Ensuring client satisfaction throughout the event planning and management process
• Generating requisitions for all relevant order/service
• Responsible for correct costing of services by ensuring that updated price lists are received timeously and correct pricing is added on EBMS for Confex services
• Book equipment/machinery for clients including, cherry pickers, and scissors lifts etc.
• Attend internal client and operations team meetings
• Work closely with the Confex team to help achieve departmental objectives
• Ensure proper interdepartmental communication before, during and after event
• Respond appropriately to client feedback and queries within 24 hours
• Follow up on payments and ensure that full payment is received prior to the event
• Liaise with finance about outstanding payments for past and future events
• Ensure all additional charges are added to clients’ invoice
• Adhere to legislative Health & Safety policies and procedures
• Assist the Finance department with contacting exhibitors and providing feedback on the Age Analysis
• Assist in the successful execution of events
• Monitor client satisfaction prior to, during and post event
• On-going client relationship management
• Inform organisation and direct stakeholders on event details
• Attending to telephonic calls and enquiries to the Department, establishing nature of visit/ enquiry and directs requests to appropriate personnel.
• Recording details of enquiries and/ or messages in the absence of personnel and forwarding for attention upon availability and/ or attending to and providing standard details and routine information to prospective clients for consideration.
• Controlling the filing, storage, retrieval and disposal of files and folders and other related documentation/ correspondence.
• Receiving and distributing email, including alerting Confex and other Department to urgent correspondences requiring attention.
• Maintain all electronic and documentation pertaining to assigned events i.e., Confex Report

1. Manning Front of House Activities

• Monitoring front of house cleanliness, safety, food & beverage, electrics, IT, medics, waste and carpets to improve client satisfaction

1. To enhance communication

• Communicate with all event internal and external stakeholders in a clear and proactive manner
• Maintain effective working relationships with colleagues and service providers