Events Manager

About the role

Responsible for preparing all event documentation and coordinates with Sales, property departments and customer 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. Ensures their property events have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

Qualifications

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

Responsibilities

• Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy
• Greets customer 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 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 his/her 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
• 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 his/her customer experiences from file turnover through the post event phase until turnover back to sales
• Follows up with customer 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
• 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)
• 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
• 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
• Take 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

Pay

$71,000-$91,000 annually. Bonus eligible.

Schedule

Full Time