Lauren Harvey
Gravesend,Kent
Summary
Accomplished Conference & Visitor Services Manager with extensive experience in event planning, business development, and team leadership. Proven track record in managing large-scale events, enhancing client experiences, and achieving cost efficiencies through strategic contract negotiation and catering management. Demonstrated expertise in regulatory compliance, health and safety assessments, and report generation. Skilled in fostering strong client relationships and driving performance improvements through effective communication and staff training. Career goal: to leverage leadership qualities and creative thinking to further enhance organisational success in event management.
Overview
15
15
years of professional experience
Work History
Conference & Visitor Services Manager
Coram
London, Bloomsbury
11.2015 - Current
- Managed reception and conference team, ensuring seamless operations and high service standards.
- Oversaw logistics and operations for events with over 150 attendees, achieving successful outcomes.
- Generated comprehensive annual reports on income from room hire, catering, and AV services for management review.
- Facilitated client consultations to determine event requirements and budget constraints.
- Implemented new catering supplier, negotiating discounts that reduced overall costs.
- Designed event setups tailored to client specifications, enhancing attendee experience.
- Conducted health and safety assessments, addressing risks and ensuring compliance across events.
- Supervised external contractors and temporary staff to deliver projects efficiently and effectively.
- Managed small and large scale events, conferences and seminars.
- Conducted regular team meetings to discuss upcoming events, assign roles, and address any concerns.
- Maintained cleanliness and organisation in all banquet areas, ensuring spaces were presentable at all times.
- Implemented feedback mechanisms for guests, using insights to enhance future event planning and execution.
- Handled financial transactions for banqueting events, including invoicing and processing payments.
- Organised catering, venues and AV requirements for conferences.
- Consulted with clients to determine event requirements and assess package options.
- Negotiated costs with suppliers to maximise event budget.
- Completed evaluations and reported outcomes to improve future event planning.
- Inspected facilities ahead of conferences to maintain quality standards.
- Assisted in training new team members on company standards and procedures, enhancing team performance.
- Developed strong relationships with repeat clients, contributing to a loyal customer base and increased referrals.
- Marketed conferences and events strategically to maximise attendance.
- Performed relevant risk assessments for faultless health and safety standards.
- Implemented health and safety protocols in all event spaces, contributing to a secure environment for guests and staff.
- Acted as the primary point of contact for all event-related inquiries, providing exceptional customer service.
- Negotiated contracts with suppliers, securing cost-effective services while maintaining high quality standards.
Business manager
Clinique
Bluewater, Kent
08.2014 - 11.2015
- Managed team of six to consistently deliver exceptional customer service.
- Conducted in-depth consultations to recommend skincare and makeup products tailored to client concerns.
- Set daily and monthly performance targets for each consultant on counter.
- Ensured achievement of targets through effective link selling and personalized consultations.
- Compiled monthly business reports for each consultant, ensuring timely submission to head office.
- Regularly communicated with manager to provide updates on business performance.
- Facilitated personal development plans for consultants, promoting growth and support within company.
- Organized events to enhance sales and foster client relationships.
- Monitored staff performance and developed improvement plans.
- Facilitated regular team meetings to discuss progress, address issues, and align on objectives.
Receptionist
Octopus Investments
London, London
11.2010 - 07.2014
- Greeted clients with a warm welcome, offering refreshments and coordinating with relevant colleagues.
- Organized internal corporate events by arranging IT equipment, room layouts, catering, literature, signage, and refreshments.
- Managed calendars for ten external and sixteen internal meeting rooms using Microsoft Outlook.
- Handled daily reception operations by answering internal and external phone calls.
- Ensured cleanliness and readiness of external meeting rooms for upcoming events.
- Ordered and arranged client lunches to enhance meeting experiences.
- Prepared monthly credit card expense forms for management using Excel.
- Facilitated induction processes for new starters by managing invitations, event room bookings, refreshments, and presenter schedules.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Answered and directed incoming calls to relevant staff members using multi-line telephone system.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Greeted visitors warmly, providing a professional first impression of the organisation.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Responded to email inquiries promptly, delivering clear and concise information to address queries.
Education
Diploma of Higher Education - Travel & Tourism
Mid-Kent College of Higher and Further Education
Rochester, Medway07.2009
GCSEs - Maths, English, Science, P.E, R.E, Art, Dance, Geography
St George's C of E Secondary School
Gravesend, Kent07.2006
Skills
- Event planning and coordination
- Business development
- Catering management
- Regulatory compliance
- Contract negotiation
- Problem-solving
- Team leadership
- Guest relations
- Budget management
- Marketing strategies
- Communication skills
- Event logistics
- Client consultation
- Health and safety
- Team supervision
- Report generation
- Customer relationship management
- Performance analysis
- Project management
- Staff training
- Problem solving
- Positive attitude
- Customer service excellence
- Creative thinking
- Decision making
- Team Leadership
- Behaviour management strategies
- Leadership qualities
References
References available upon request.
Timeline
Conference & Visitor Services Manager
Coram
11.2015 - Current
Business manager
Clinique
08.2014 - 11.2015
Receptionist
Octopus Investments
11.2010 - 07.2014
Diploma of Higher Education - Travel & Tourism
Mid-Kent College of Higher and Further Education
GCSEs - Maths, English, Science, P.E, R.E, Art, Dance, Geography
St George's C of E Secondary School