Complex Event Manager - Highgate Growth

Complex Event Manager

The Complex Event Manager is responsible for coordinating, supervising assigned group business turned over by the sales department, throughout and through the closure of the event and subsequent financial aspects of the program, while maintaining profitable operations and high-quality products and service levels. He / she is responsible for achieving hotels banquet / catering budgets and is expected to market ideas to promote business; reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high. The Complex Event Manager is also responsible for acting as a liaison between client and operating departments to ensure a successful meeting and to generate repeat business.

Responsibilities

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Manage existing accounts and follow up with client re-solicitation to capture future business.
• Respond to requests by Meeting Planners immediately.
• Interact with outside planners, vendors for event set-up.
• Maintain pricing integrity and propose upscale menus for clients.
• Create, review and revise rooming lists and VIP lists.
• Manage the function book and adjust space in order to ensure maximum potential revenue.
• Be visible on the floor and assist staff as needed during functions.
• Respond to guest complaints in a timely manner.
• Keep immediate manager fully informed of all problems or matters requiring his / her attention.
• Work with F&B managers and keep them informed of F&B issues as they arise.
• Prepare and submit required reports in a timely manner.
• Know meeting room set-ups and capabilities.
• Know sleeping room configurations and types.
• Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audiovisual, switchboard, accounting, restaurants, bars, and engineering.
• Be involved in and / or conduct departmental and hotel training (One to One Customer Service Training, etc.)
• Plan and execute holiday and special events in conjunction with the Catering & Event Managers.
• Use feedback from Meeting Planner evaluations to improve service and quality.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel Enrichment philosophy of service.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Lead weekly meetings i.e. BEO, ESS and Resume
• Focus team on their role in contributing to the Guest Service and audit scores
• Conduct meetings according to Highgate Hotel standards as required by management.

Qualifications