Group and Event Manager

Fairmont Hanoi has officially opened its doors in the heart of Vietnam’s capital, marking the debut of the Fairmont brand in the country. The 241-room luxury hotel draws inspiration from the artistry of Vietnamese lacquer, blended with the rich tones of traditional culture and the elegance of Indochinese design from the French colonial era, alongside motifs influenced by Vietnam’s dynasties.

Positioned as an urban resort, Fairmont Hanoi offers a distinctive collection of experiences, including eight dining and bar venues featuring a rooftop terrace, two indoor and outdoor swimming pools, a state-of-the-art fitness centre, and a dedicated wellness floor with an immersive spa and bathhouse.

For corporate and social gatherings, the hotel features three ballrooms, highlighted by a 1,100m² grand ballroom, along with nine versatile meeting rooms, establishing it as a premier destination for meetings, conferences, and events.

Fairmont Hanoi is set to become the city’s new social epicentre, where luxury, culture, and community converge.

• The Groups & Events Manager is responsible for managing all reactive sales activities related to group bookings, meetings, incentives, and social events. Operating as the key liaison between clients and the hotel’s operational departments, this role ensures that every event - from event planning to post-event follow-up - is executed seamlessly, profitably, and in alignment with brand standards.
• The process includes managing client communication, conducting site visits and walkthroughs, preparing and distributing Banquet Event Orders (BEOs), leading BEO meetings, coordinating all operational details, and overseeing post-conference evaluations. Maintain highest standards and quality of services in banquet operation to meet and exceed budgeted revenue targets and guests’ expectation/ VOG target.
• Supporting Director of Banquet & Event to develop signature customer service of the hotel and event experience. Leading event teams to excuse shameless service and driving up-sell opportunity.

Responsibilities

Event & Sales Operation

• Conduct detailed site inspections with Sales team, Client/Vendor walkthroughs, and planning meetings to secure business and ensure client confidence.
• Supporting Sales team to prepare accurate and comprehensive event proposal and BEOs using Opera Sales & Catering, ensuring that all event details, financial arrangements, and operational notes are clearly defined.
• Lead weekly BEO meetings with relevant operational departments to review upcoming events, confirm logistics, and ensure flawless delivery.
• Manage the full event lifecycle: pre-event planning, on-site coordination, post-event review, and client debrief.
• Conduct post-con evaluations and follow-ups to gather feedback, maintain relationships, and identify opportunities for repeat or referral business.

• Serve as the Delphi and Opera S&C system expert for the hotel, ensuring all enquiries, bookings, event details, and client interactions are entered, maintained, and reported accurately.
• Generate, review, and analyses reports from Delphi to track conversion ratios, revenue performance, and client activity.
• Maintain updated client profiles and event histories within Delphi to support accurate forecasting and future targeting.
• Ensure Delphi is accurately updated with client activity, lead status, and event details to maintain full visibility across the Sales, Revenue, and Marketing teams.
• Provide coaching to the Catering Executive and other team members to ensure data integrity, system compliance, and consistency in usage.

Event & Banquet Operation

• Liaise closely with internal departments including F&B, Culinary, Rooms, and Finance, ENG, HSK, SEC to ensure all operational details are executed according to client expectations.
• Anticipate and address client needs proactively, offering tailored solutions and value-added recommendations.
• Manage group billing processes, verify charges, and coordinate with the Credit Manager for timely payment follow-up.
• Represent the client’s interests during operational meetings and maintain a visible presence throughout the planning and execution stages.
• Handle and resolve client feedback or service challenges promptly, ensuring satisfaction and retention. Handle guests’ complaints and comments tactfully and efficiently

• Conduct departmental daily briefings to ensure that all related necessary information is well received by team members.
• Attend pre-function meeting with Event Organizers, communicate information and changes to colleagues and relevant departments.
• Ensure setup is in accordance to guests’ requirement based on Banquet Event Order or Change Log
• Communicate regularly to all team members regarding guest feedbacks, satisfaction and dissatisfaction received
• Ensure that team members with direct guest contact possess good product knowledge
• Plan the manning assignment per Event/ Group Schedule

Team Management

• Lead, mentor, and supervise the Catering Executive, ensuring efficient support in event coordination, administrative duties, and Delphi data management.
• Provide clear direction, coaching, and professional development to enhance team performance and service delivery.
• Foster a collaborative environment with other departments to ensure consistent communication, operational alignment, and guest satisfaction.
• Champion a culture of accountability, attention to details, and excellence in service delivery within the Events team.
• Ensure that new hire induction and required trainings are completed within three months of employment
• Observe, coach, motivate and counsel team, performs staff appraisals/disciplinary actions if required
• Maintain department communication logbook and update notice board.

Reporting & Other Responsibilities

• Maintain accurate forecasting and actualize event/group revenue reports within Delphi.
• Conduct periodic performance reviews on event profitability, client satisfaction, and operational effectiveness.
• Identify trends and areas for improvement to enhance conversion, upselling, and repeat business opportunities.
• Support the Director of Banquet & Event in preparing periodic reports and strategic analyses.
• Attend weekly Sales & Revenue meetings to present detailed reports and performance updates from Delphi, ensuring the Events department’s contribution is fully represented in the hotel’s commercial strategy.
• Collaborate closely with the Reservations and Revenue Manager to prepare forward-looking forecasts, analyses pacing and pick-up trends, and contribute to the development of departmental and annual budgets.
• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Knowledge and Experience

• A Bachelor’s degree Hospitality Management or Event Management
• Excellent presentation skills and understanding of sales processes
• Strong analytical skills to develop and review Event reports (including Revenue Management) and determine other opportunities and ways to increase business levels
• Minimum 5 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Systems knowledge (Sales Force, RFP, PMS, S&C Opera) and software knowledge (Microsoft Office, etc.)

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times