Event Manager - Hotel Vin Rogers, Autograph Collection

Primary Job Duties

• Ensures that events progress seamlessly by following established procedures, collaborating with other curators, and ensuring accuracy.
• Greet 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.
• Safeguards billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Identifies operational challenges associated with his/her 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 a 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.

Qualifications

• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Delivers excellent customer service through the customer experience and encourages the same from other employees.
• Follows up with customers post-event.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance customer experience.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Interacts with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.
• 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).
• Aids in the sales process and revenue forecasting for customer groups.
• Upsells products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
• 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 their experience to improve service performance according to his/her evaluation of the issue and resolution.