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)