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.
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.
* 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).
* College Degree (minimum 2 year degree) required; Bachelor’s Degree preferred * Similar leadership role required (varies by size and complexity of property)
Location Code: 2505
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