Event Services Manager

Mass Convention CenterAuthority•Boston, MA

11d•Onsite

About The Position

The Event Services Manager (ESM) serves as the primary point-of-contact for contracted events from 18 months prior to the event date through the final billing stages. The goal is to ensure the highest level of customer service while maximizing efficiencies for the successful management of assigned events within two convention center facilities. The ESM provides on-site follow-up and oversees the execution of facility services and event logistics. Responsibilities include tactical and strategic planning, gathering event information from clients and contractors, and communicating this information to relevant departments and client contractors. The ESM primarily handles large-scale and full-building events. The Director of Event Services may assign additional projects and responsibilities.

Requirements

Bachelor's degree from four-year college or university or four (4) years of direct experience with the hospitality/convention meeting industry that includes experience coordinating small events and meetings.
Negotiation and decision-making skills.
Ability to multi-task.
Knowledge of the use of two-way radios.
Knowledge of state-of-the-art computer word processing and analytical tools such as Microsoft Office.
A well-organized individual who is a team player.
Ability to relate to people at all levels of an organization.
Excellent communication skills.
Flexibility.
Committed to the MCCA’s Mission.

Responsibilities

Serve as a mentor and trainer to Event Services Coordinators and Interns.
Perform all duties in a professional productive manner with the aim of providing the highest level of customer service to ensure a successful event and experience for the client.
Serve as primary point-of-contact and advocate for the client, client contractors, the MCCA and its internal departments—attaining mutually beneficial decisions through negotiation, education and communication.
Consult with all levels of management within the organization on events and executes the implementation of facility services on behalf of the client and client contractors. Ensure that client needs are met, and operational policies and procedures are followed.
Be accessible 24/7 from 24 hours before the event till 24 hours after the event via e-mail and/or telephone, ensuring that client, client contractor and facility inquiries are addressed satisfactorily and in a timely manner.
Be available to participate in after-hours activities including industry events and client entertaining.
Execute all levels of events with primary focus on large-scale and full-building events.
Assist SESM in the execution of large scale, full building events.
Communicate with client to determine event requirements—starting 18 months out from first contracted date for long-term clients, and in a timely and efficient manner for short-term clients as events are contracted and assigned.
Partner with clients, client contractors, the MCCA and its internal departments on tactical and strategic planning efforts to produce a successful and cost-effective event.
Organize and direct pre-convention meetings with the client's and department representatives to introduce client to staff and departments involved to ensure client’s needs are met.
Serve in a client advisory role offering recommendations based on experience.
Work with and complement the short-term and long-term sales departments to ensure proper delivery of information, including building specifications.
Promote additional services offered by the facility including audio/visual, transportation, public safety, and digital media.
Advocate value-added services including complimentary Wi-Fi, complimentary water coolers, Conventions C.A.R.E., lunchtime trolley program, Guest Service Associates (GSAs), complimentary golf cart service and transportation agents.
Maintain knowledge of contractual language as it pertains to each individual event. Negotiating skills are necessary for implementation of changes to executed client contracts.
Work with the public safety department to ensure floor plans and special permits are received and reviewed in a timely and efficient manner.
Review event specifications and confer with client and client contractors; coordinating necessary departments for consultation.
Generate a comprehensive event workbook to communicate client needs internally, including such items as: event hours and locations, schedule of events, install and dismantle schedules, floor plans, building equipment and service requirements—all pertinent information necessary for all departments to execute service at the highest level of efficiency and customer service.
Assist SESM in the execution of full-building and high-profile events.
Organize and lead pre-convention meetings with event representatives to ensure the client’s needs are fulfilled during the execution of their event start-to-finish.
Supervise facility services to ensure proper set-up and timely execution of client specifications detailed in published event workbook.
Act as the primary liaison to client and client contractors to ensure efficient operation and client satisfaction; administer building rules and regulations to the mutual satisfaction of all parties.
Communicate to and inform client of all pertinent facility and city-wide activities that may/may not impact the event—offering solutions and updates as needed.
Organize and conduct post-event meetings as required.
Review and complete final event settlement statement for invoicing—to include building services and final attendance numbers—through fulfillment of the event checklist.
Prepare post-event report detailing successes and challenges as well as solutions to increase client satisfaction.
Collaborate with Director of Event Services and review success measures; evaluate event objectives; recommend areas of improvement.
Develop after-action tasks and maintain systems to measure client satisfaction at the close of each event—adjusting services accordingly.
Complete projects assigned by the Director of Event Services.
Create event workbook in Momentus.