Event Management - Manager

JOB SUMMARY

Responsible for preparing all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events. This position primarily handles events of average complexity. Ensures their property 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.

CANDIDATE PROFILE

Education and Experience

. High school diploma or GED experienced (2 - 3 years of relevant experience in upscale luxury hotels) in the event management or related professional area.

OR

. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major at least 1 year experience in the event management or related professional area required.

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

. Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.

. 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.

. Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.

. Manages group room blocks and meeting space for average to large-sized assigned groups.

. Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customer to solve these challenges and/or develop alternative solutions.

. Uses his/her judgment to integrate current trends in event management and event design.

. Acts as liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).

. Participates in customer site inspections and assists with the sales process as necessary.

. Performs other duties as assigned to meet business needs.

. Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner's experience.

Ensuring and Providing Exceptional Customer Service

. Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

. Empowers employees to provide excellent customer service.

. Sets a positive example for guest relations.

. Coordinates and communicates event details both verbally and in writing to the customer and property operations.

. Makes presence known to customer at all times during this process.

. Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.

. Follows up with customer post-event.

. Responds to and handles guest problems and complaints.

. Uses personal judgment and expertise to enhance the customer experience.

. Stays available to solve problems and/or suggest alternatives to previous arrangements.

. Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

. Interacts with guests to obtain feedback on product quality and service levels.

. Ensures hourly employees understand expectations and parameters for event activities.

Leading Event Management Teams

. Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.

. Leads formal pre-event and post-event meetings for average to large-sized assigned groups.

. Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).

Supporting and Coordinating with the Sales and Marketing Function

. Assists in the sales process and revenue forecasting for customer groups.

. Up-sells products and services throughout the event process.

. Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.

Conducting Human Resources Activities

. Reviews comment cards and guest satisfaction results with employees.

. Observes service behaviors of employees and provides feedback to individuals and/or managers.

. Assists in the development and implementation of corrective action plans.

. Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.

. Works with the property staff and customers to address operational challenges associated with his/her group.

. Performs other duties as assigned to meet business needs.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.