About This Role
Managing events of average complexity, the Event Manager prepares all necessary documentation and coordinates with sales, hotel departments, and customers to ensure high-level service throughout all event phases. This role focuses on creating outstanding events by maximizing revenue opportunities through up-selling and offering enhancements, ensuring a seamless transition from sales to service and back to sales.
Responsibilities
- Coordinate and communicate verbally and in writing with internal and external customers regarding event details
- Follow up with customers post-event
- Act as liaison between field sales person and customer throughout the event process (pre-event, event, post-event)
- Make presence known to customer at all times during the event process
- Be available to solve problems and/or suggest alternatives to previous arrangements
- Oversee customer experiences from file turnover through the post-event phase until turnover back to sales
- Proactively identify operational challenges associated with assigned groups and work with hotel staff and customer to solve these challenges and/or develop alternative solutions
- Lead pre-event and post-event meetings for assigned groups
- Facilitate various meetings as necessary (Banquet Event Order meeting, block review, etc.)
- Manage group room blocks and meeting space for assigned groups
- Greet customers during the event phase and hand-off to the Event Operations team for the execution of details
- Adhere to all standards, policies, and procedures (PPM, Core Deliverables, SOPs, LSOPs, etc.)
- Integrate current trends in event management and event design
- Set a positive example for guest relations
- Interact with guests to obtain feedback on product quality and service levels
- Effectively respond to and handle guest problems and complaints
- Empower associates to provide excellent customer service
- Ensure associates understand expectations and parameters
- Observe service behaviors of associates and provide feedback to individuals; continuously strive to improve service performance
- Conduct pre- and post-event meetings as required to review/communicate group needs and feedback
- Participate in the development and implementation of corrective action to address service challenges and focus on continuous improvement
- Review comment cards and guest satisfaction results with associates
- Participate in the development and implementation of corrective action plans
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement
- Perform other duties as assigned to meet business needs
