Event Services Manager

Job Description

Job Description

JOB SUMMARY : Event Services Manager

Responsible for preparing all event documentation and coordinates with Sales & Catering, Property Departments and Customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events (Group Sales & Local Catering Group Events).

This position primarily handles events of average complexity and ensures their property events have a seamless turnover from sales & catering to service back to sales & catering.

Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

CANDIDATE PROFILE Education and Experience

• High school diploma or GED; experienced (1 2 years of experience) in the event management or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;

at least 1 year experience in the event management or related professional area required.

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

• Ensures that events progress seamlessly by following established procedures, collaborating with other departments and employees, ensuring accuracy.
• Greets customer 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 and catering events
• 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.

Ensuring and Providing Exceptional Customer Service

• 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 customer at all times during this process.
• Oversees his / her customer experiences from file turnover through the post event phase until turnover back to sales & catering.
• Follows 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.
• Conducts formal pre- and post-event meetings as required to review / communicate 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). Supporting and Coordinating with the Sales & Marketing and Catering Function.
• 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. Conducting Human Resources Activities.
• Reviews comment cards and guest satisfaction results with employees.
• Observes service behaviors of employees and provides feedback to individuals and / or managers.
• Assists 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.
• Performs other duties as assigned to meet business needs.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)