Events 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. Handles events of average complexity, maximizing revenue opportunities by up-selling and offering enhancements.

Candidate Profile

Education and Experience - High school diploma or GED; experienced (1 – 2 years) in event management or related professional area. - 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in event management or related professional area required.

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

- 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. - Ensures billing accuracy and conducts bill reviews with 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 the group and determines how to best work with the property staff and customers to solve these challenges 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 property departments to identify areas for improvement to enhance the Event Planner's experience.

Ensuring and Providing 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 customers 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. - Stays available to solve problems and/or suggest alternatives to previous arrangements. - 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 perceived necessary (Banquet Event Order meeting, block review, etc.).

Supporting and Coordinating with the Sales and Marketing Function

- Assists 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. - Assists in the development and implementation of corrective action plans. - Takes initiative to use experience to improve service performance according to evaluation of the issue and resolution. - Works with the property staff and customers to address operational challenges associated with the group. - Performs other duties as assigned to meet business needs.