Event Manager

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.

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)