Event manager

Summary:

Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event, and post event phases of hotel events; primarily handles events of average complexity. Ensures all hotel 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.

Responsibilities:

Operations

• Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
• Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event). Makes presence known to customer at all times during this process.
• Is available to solve problems and/or suggest alternatives to previous arrangements.
• Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
• Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer 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 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 (PPM, Core Deliverables, SOPs, LSOPs, etc.).
• Integrates current trends in event management and event design.

Guest Satisfaction

• 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.
• Performs other duties as assigned to meet business needs.

Key Accountabilities

• Guest Scores – Cleanliness scores are at or above goal.
• Department Budget – expenses and wages are in line with budget.
• Associate Engagement – plans and actions implemented and measured.
• Par levels maintained.

Other information:

SKILLS

• Effective sales skills to up-sell products and services
• Knowledge of menu planning, food presentation, and banquet and event service operations
• Ability to manage guest room and meeting space inventories
• Broad understanding of facility management (sanitation, maintenance, operations)
• Strong customer development and relationship management skills
• Knowledge of overall hotel operations as they affect department
• Knowledge of Event Technology products and services
• Knowledge of contract management and legalities
• Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
• Strong communication skills (verbal, listening, writing)
• Strong problem-solving skills
• Strong customer and associate relation skills
• Strong organization skills
• Ability to use standard software applications and hotel systems
• Effective decision making skills
• Effective influence skills
• Strong presentation and platform skills
• Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA).

EDUCATION/EXPERIENCE

College Degree (minimum 2 year degree) required; Bachelor’s Degree preferred. Similar leadership role required (varies by size and complexity of property).