Event Experience Manager

Marriott•Grapevine, TX

9d•$26 - $30

About The Position

The Event Experience Manager manages the execution of events, including planning, day-to-day coordination, and exit strategies. The role serves as a meeting-planning advocate and liaison to operational departments, coordinating convention group plans and catering needs and verifying on-site delivery of hotel products and services against conference group plans. The manager uses software to generate program documents, advises clients on event status and action items, coordinates changes, and maintains program knowledge by attending planning meetings and reviewing group resumes and banquet event orders before arrival. The role partners with the Conference planning team, attends planning visits and relevant meetings, proactively resolves meeting or room-set issues, and ensures room conditions and equipment meet client expectations. The position also delivers and promotes excellent customer service, communicates event details to clients and property operations, handles guest problems and complaints, and uses feedback and judgment to improve the client experience.

Requirements

High school diploma or GED and 3 years of experience in event management or a related professional area; or
Bachelor's degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, and 1 year of experience in event management or a related professional area.

Responsibilities

Manage event execution, including planning, day-to-day coordination, and exit strategies.
Serve as a meeting-planning advocate and liaison to operational departments.
Coordinate convention group plans and catering needs with required operational departments.
Verify on-site delivery of hotel products and services according to conference group plans.
Use software to generate program documents, including pass-on reports, Banquet Event Orders, post-convention reports, and change logs.
Advise clients on event and function status, including pending items and action items, and coordinate necessary changes.
Maintain program knowledge by attending planning meetings and conference calls and reviewing group resumes and BEOs before group arrival.
Partner with the Conference planning team to identify and resolve issues.
Attend planning visits, welcome receptions, tie-down meetings, and internal meetings related to security, parking, or production.
Proactively resolve potential meeting or room-set issues.
Use available resources to meet client requests and resolve client issues.
Verify that lighting, temperature, AV equipment, and room setup meet client expectations.
Deliver excellent customer service and encourage the same from other employees.
Communicate event details verbally and in writing to clients and property operations.
Respond to and handle guest problems and complaints.
Use personal judgment and expertise to enhance the client experience.
Remain available to solve problems or suggest alternatives to previous arrangements.
Use feedback and personal judgment in action plans to continually improve customer service.