RED COAT/Event Concierge

MDM Group Marriotts•Miami, FL

9d•$20 - $26•Onsite

About The Position

The Red Coat serves as the operational leader for Event Services at JW Marriott Marquis Miami, ensuring meetings, conferences, and special events are executed smoothly and deliver exceptional guest experiences. The role is the primary liaison among Event Planning, Banquets, Sales, Operations, and event clients, ensuring event requirements meet brand standards and client expectations. It drives service excellence, maintains the Red Coat Program, supports revenue through strategic upselling, and fosters teamwork, accountability, and hospitality excellence. The position oversees event operations from preparation and setup through execution and breakdown, while coordinating with hotel departments and monitoring service quality, staffing, inventory, safety, and operational performance. It serves as the on-site contact for planners and attendees, addresses guest feedback and service issues, and develops Event Services associates and supervisors through recruiting, training, coaching, and performance management. The role also supports sales and revenue efforts, budget objectives, regulatory compliance, and hotel operational goals.

Responsibilities

Oversee daily Event Services operations and ensure meeting and function spaces are prepared according to Banquet Event Orders, event resumes, and client specifications.
Lead and coordinate event setup, execution, and breakdown to ensure on-time delivery and high presentation standards.
Maintain Marriott Event Service standards and Red Coat Program requirements.
Conduct pre-function inspections for room readiness, cleanliness, safety, and operational excellence.
Manage departmental inventories, equipment, supplies, and par levels.
Coordinate event execution with Event Planning, Banquets, Engineering, Housekeeping, and other departments.
Review event schedules and space utilization to support operational efficiency and guest satisfaction.
Monitor productivity, labor utilization, and operational performance.
Ensure compliance with hotel safety procedures, emergency protocols, and sanitation standards.
Serve as the primary on-site contact for meeting planners, group organizers, and event attendees.
Build client relationships and address guest needs, concerns, feedback, and service recovery situations promptly and professionally.
Monitor service delivery and coach associates to exceed guest expectations.
Review guest satisfaction results and implement corrective actions as needed.
Participate in pre-event meetings to confirm client objectives and event requirements.
Promote personalized service and memorable event experiences.
Recruit, interview, onboard, train, coach, and develop Event Services associates and supervisors.
Set performance expectations, provide feedback, conduct evaluations, and administer corrective actions in accordance with company policies.
Foster an inclusive, collaborative work environment and recognize team accomplishments.
Promote cross-training and continuous learning.
Identify opportunities for value-added services and upselling.
Partner with Sales and Event Planning on site inspections and client presentations when needed.
Recommend creative event solutions that support revenue growth and elevate guest experiences.
Support budget objectives through labor management, inventory controls, and operational efficiencies.
Maintain knowledge of hotel operations, event technology, banquet service standards, and facility management practices.
Use hotel systems and reporting tools for planning, scheduling, forecasting, and operational decision-making.
Ensure compliance with regulatory requirements, safety standards, and company policies.
Perform other duties as assigned to support the department and hotel.