Senior Event Manager

Key Responsibilities

• Coordinates and communicates verbally and in writing with customers (internal and external) regarding event details.
• Follows up with customers post-event.
• Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
• Makes presence known to customers at all times during this process.
• Is available to solve problems and/or suggest alternatives to previous arrangements.
• Oversees customer experiences from file turnover through the post-event phase until turnover back to sales.
• Proactively identifies operational challenges associated with the group and works with hotel staff and customers to solve these challenges and/or develop alternative solutions.
• Leads pre-event and post-event meetings for assigned groups.
• Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc.).
• Manages group room blocks and meeting space for assigned groups.
• 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 (PPM, Core Deliverables, SOPs, LSOPs, etc.).
• Integrates current trends in event management and event design.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Effectively responds to and handles guest problems and complaints.
• Empowers associates to provide excellent customer service.
• Ensures associates understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
• Participates in the development and implementation of corrective action to address service challenges and focuses on continuous improvement.
• Reviews comment cards and guest satisfaction results with associates.
• Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Effectively up-sells products and services throughout the event process.
• Effectively manages customer budgets to maximize revenue and meet customer needs.
• Manages revenue and profitability associated with events.
• Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.

Qualifications

• Minimum-High School Diploma or GED.
• 5+ Years of Event Management Experience.
• Proven sales acumen with the ability to strategically up‑sell products and services.
• Strong knowledge of menu planning, food presentation standards, and banquet/event service operations.
• Broad understanding of facility management, including sanitation, maintenance, and operational workflows.
• Exceptional customer relationship management and client development skills.
• Comprehensive understanding of hotel operations and their impact on event services.
• Familiarity with event technology products, services, and vendor coordination.
• Proficiency in contract management, including legal considerations and compliance.
• Strong financial management capabilities, including interpreting P&L statements, budgeting, forecasting, and labor scheduling.
• Excellent verbal, written, and listening communication skills.
• Advanced problem‑solving abilities with a service‑oriented mindset.
• Strong interpersonal skills for both customer and associate relations.
• Effective presentation and public‑speaking skills.
• Highly organized with strong time‑management and multi‑tasking abilities.
• Proficient in standard office software and hotel operating systems.
• Strong decision‑making and influencing skills.
• Knowledge of relevant governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA).