Job Description



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)

Location Code: 2505

Important Notes

Salary

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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