About the position
The Events Manager is responsible for preparing all event documentation and coordinating with sales, property departments and customers 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 property events have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events.
Responsibilities
- Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
- Greet customers 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.
- 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 customers at all times during this process.
- Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
- Follow 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.
- Conducts formal pre- and post-event meetings as required to review/communicate with 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).
- 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.
- Reviews comment cards and guest satisfaction results with employees.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
- Assist 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.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent.
- At least 2 years of related experience is required.
- Knowledge of accounting systems is preferred.
- Excellent written and oral communication skills.
- High level of customer service.
- Ability to focus on details and resolve numerical problems.
- Ability to work independently (and in a team).
