Meetings & Special Events Manager

Marriott•Philadelphia, PA

9h•$62,000 - $79,000

About The Position

The Meetings & Special Events Manager prepares event documentation and coordinates with Sales, property departments, and customers to provide consistent, high-level service before, during, and after property events. The role primarily manages events of average complexity and ensures a seamless transition from Sales to event service and back to Sales. It also identifies opportunities to increase revenue through upselling and event enhancements. The manager oversees event logistics, customer service, event-team coordination, sales support, revenue forecasting, and related human resources activities. The position handles group room blocks and meeting space for assigned groups, serves as a liaison between the field salesperson and customer, leads event meetings when needed, and helps resolve operational challenges. The role is expected to deliver The Ritz-Carlton’s Gold Standards and contribute to exceptional guest 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 relevant experience.
Ability to coordinate event logistics and communicate event details verbally and in writing.
Ability to provide customer service, address guest problems and complaints, and work with property staff and customers to resolve operational challenges.

Responsibilities

Prepare event documentation and coordinate with Sales, property departments, and customers throughout pre-event, event, and post-event phases.
Ensure events progress smoothly by following procedures, collaborating with employees, and checking accuracy.
Greet customers during events and hand off execution details to the Event Operations team.
Ensure billing accuracy and review bills with clients before final processing.
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 the field salesperson and customer throughout the event process.
Participate in customer site inspections and assist with sales as needed.
Solicit feedback from property departments to identify improvements to the Event Planner experience.
Deliver excellent customer service, set a positive example for guest relations, and encourage employees to provide excellent service.
Coordinate and communicate event details verbally and in writing to customers and property operations.
Remain available and visible 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 and expertise to enhance the customer experience.
Use feedback and judgment to develop actions that continually improve customer service and emphasize guest satisfaction.
Interact with guests to obtain 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 other meetings as needed.
Assist in the sales process and revenue forecasting for customer groups.
Upsell products and services and forecast group sleeping rooms and event revenue, including catering and audio visual.
Review comment cards and guest satisfaction results with employees, observe service behaviors, and provide feedback to individuals or managers.
Assist with developing and implementing corrective action plans and take initiative to improve service performance.
Perform other duties as assigned to meet business needs.