Event Manager
Job Summary
Responsible for preparing all event documentation and coordinating with Sales, property departments, and customers to ensure consistent, high-level service throughout pre-event, event, and post-event phases of property events. This position primarily handles events of average complexity.
CORE WORK ACTIVITIES
Ensures events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
Greets customers during the event phase and hands-off to the Event Operations team for the execution of details.
Adheres to all standards, policies, and procedures.
Manages group room blocks and meeting space for average to large-sized assigned groups.
Identifies operational challenges associated with the group and determines how to best work with the property staff and customer to solve these challenges and/or develop alternative solutions.
Uses judgment to integrate current trends in event management and event design.
Acts as liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).
Participates in customer site inspections and assists with the sales process as necessary.
Performs other duties as assigned to meet business needs.
Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
Ensures and Provides Exceptional Customer Service
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Empowers employees to provide excellent customer service.
Sets a positive example for guest relations.
Coordinates and communicates event details both verbally and in writing to the customer and property operations.
Makes presence known to customer at all times during this process.
Oversees customer experiences from file turnover through the post-event phase until turnover back to sales.
Follows up with customers post-event.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the customer experience.
Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Interacts with guests to obtain feedback on product quality and service levels.
Ensures hourly employees understand expectations and parameters for event activities.
Leading Event Management Teams
Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
Supporting and Coordinating with the Sales and Marketing Function
Affords assistance in the sales process and revenue forecasting for customer groups.
Up-sells products and services throughout the event process.
Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
Conducting Human Resources Activities
Reviews comment cards and guest satisfaction results with employees.
Observes service behaviors of employees and provides feedback to individuals and/or managers.
Aids in the development and implementation of corrective action plans.
Takes initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
Works with the property staff and customers to address operational challenges associated with his/her group.
Performs other duties as assigned to meet business needs.