Events Manager

Marriott•Pomona, CA

5d•$70,304 - $79,000

About The Position

The Events Manager prepares event documentation and coordinates with Sales, property departments, and customers to provide consistent, high-level service throughout the pre-event, event, and post-event phases. The role primarily manages events of average complexity and ensures seamless transitions from Sales to event service and back to Sales. The Events Manager identifies opportunities to increase revenue through upselling and event enhancements. The position oversees event logistics, customer service, event-team coordination, and collaboration with Sales and Marketing. It manages group room blocks and meeting space for assigned groups, forecasts group rooms and event revenue, supports sales activities, and works with property staff and customers to resolve operational challenges. The role also gathers and acts on customer and employee feedback to improve service and event experiences.

Requirements

High school diploma or GED and 1–2 years of experience in event management or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and at least one year of experience in event management or a related professional area.

Responsibilities

Prepare event documentation and coordinate with Sales, property departments, and customers throughout pre-event, event, and post-event phases.
Ensure events proceed smoothly by following established procedures, collaborating with employees, and checking for accuracy.
Greet customers during events and hand off execution details to the Event Operations team.
Follow applicable standards, policies, and procedures.
Ensure billing accuracy and review bills with clients before processing the final bill.
Manage group room blocks and meeting space for assigned average- to large-sized groups.
Identify operational challenges and work with property staff and customers to resolve them or develop alternatives.
Apply judgment to incorporate current event-management and event-design trends.
Act as liaison between field salespeople and customers throughout the event process.
Participate in customer site inspections and assist with sales as needed.
Solicit feedback from property departments to identify service improvements.
Deliver and encourage excellent customer service; set a positive example for guest relations and empower employees to serve customers well.
Coordinate and communicate event details verbally and in writing to customers and property operations.
Remain present and available to customers, oversee their experience from file turnover through the post-event phase, and follow up after events.
Handle guest problems and complaints, suggest alternatives, and use judgment to enhance customer experiences.
Use feedback and judgment to improve customer service and contribute to action plans and continuous improvement.
Emphasize guest satisfaction in departmental meetings and obtain guest feedback on product quality and service levels.
Ensure hourly employees understand expectations and parameters for event activities.
Conduct or lead formal pre-event and post-event meetings for assigned groups, and facilitate meetings such as Banquet Event Order and block reviews as needed.
Assist with sales and revenue forecasting for customer groups; upsell products and services throughout the event process.
Forecast group sleeping rooms and event revenue, including catering and audio-visual revenue.
Review comment cards and guest-satisfaction results with employees; observe employee service behaviors and provide feedback to individuals or managers.
Assist in developing and implementing corrective action plans.
Take initiative to improve service performance based on evaluation of issues and resolutions.
Perform other duties as assigned to meet business needs.