Event Operations Manager

JOB SUMMARY

Directs and motivates team while personally assisting in providing high
quality service based on requirements and standards. Monitors and controls
financial and administrative responsibilities including asset protection.
Provides clear and concise communications to everyone having ownership in
the success of the event. Identifies training opportunities and plans a strategy
to accomplish goals.

CANDIDATE PROFILE

Education and Experience

• High school
diploma or GED; 2 years’ experience in the event management, food and beverage,
or related professional area.

CORE WORK
ACTIVITIES

Managing Banquet
Operations

• Projects supply needs for the department, (e.g.,
tables, and chairs, banquet tables, meeting sets, props).

• Applies
knowledge of all laws, as they relate to an event.

• Understands
the impact of Banquet operations on the overall success of an event and manages
activities to maximize customer satisfaction.

• Adheres to and reinforces
all standards, policies, and procedures.

• Maintains established
sanitation levels.

• Manages departmental inventories and maintains
equipment.

• Schedules Event Services staff to forecast and service
standards, while maximizing profits.

• Assists team in developing lasting
relationships with groups to retain business and increase growth.

Participating in and Leading Banquet Teams

• Sets
goals and delegates tasks to improve departmental performance.

• Conducts
monthly department meetings with the Banquet team.

• Applies
and continually broadens knowledge of food and wine pairings and cuisine
with emphasis on current event trends.

• Acts as a liaison to the kitchen
staff.

• Leads shifts and actively participates in the servicing
of events.

Executing Event Services Operations
and Maintaining Inventories

• Attends pre-event meetings
as needed to understand group needs.

• Establishes consistent standards
for meeting room sets and VIP meeting room sets.

• Conducts function room
inspections prior to each function to verify the room is set according
to specifications.

• Maintains cleanliness and sanitation standards
in all event operation areas.

• Acts as a liaison between Banquets, Event
Planning, Event Technology teams and the group contact throughout the event.

• Projects supply needs for the department (e.g., pads, pens, candy jars,
bottled water/water pitchers).

• Coordinates routine maintenance
to verify a quality meeting facility.

• Resolves issues and/or suggest
alternatives to previous arrangements if necessary.

• Attends
and participates in all pertinent meetings.

• Leads shifts and actively
participates in the servicing of events.

• Verifies function rooms
are set according to event documentation (Banquet Event Orders, resumes, etc.)
and customer requirements.

Verifying and Providing
Exceptional Customer Service

• Sets a positive example for guest
relations.

• Interacts with guests to obtain feedback on product quality
and service levels.

• Responds to and handles guest problems
and complaints.

• Encourages employees to provide excellent customer
service.

• Verifies employees understand expectations and parameters.

• Strives to improve service performance.

• Emphasizes guest
satisfaction during all departmental meetings and focuses on continuous
improvement.

• Reviews comment cards and guest satisfaction results
with employees.

Conducting Human Resources
Activities

• Communicates and executes departmental and property
emergency procedures and verifies staff are trained in safety procedures.

• Observes service behaviors of employees and provides feedback
to individuals.

• Monitors progress and leads discussion with staff each
period.

• Participates in the development and implementation
of corrective action plans.

• Reviews quarterly Meeting Planner Survey
results and participates in the development and implementation of corrective
action to address service challenges; focuses on continuous improvement of guest
satisfaction.

• Attends and participates in all pertinent meetings.

• Establishes and maintains open, collaborative relationships with associates
and ensures associates do the same within the team.

• Conducts associate
performance appraisals and provides feedback as needed.

• Solicits
associate feedback, utilizes an “open door” policy and reviews associate
satisfaction results to identify and address associate problems or concerns.

• Observes service behaviors of associates and provides feedback
to individuals.

• Communicates performance expectations in accordance
with job descriptions for each position.

• Verifies property policies
are applied fairly and consistently, disciplinary procedures and documentation
are completed according to Standard and Local Operating Procedures (SOPs
and LSOPs) and support the Peer Review Process.

• Brings issues to
the attention of supervisor and/or Human Resources as necessary.

•
Verifies associates understand expectations and parameters.

• Delegates
tasks to verify room sets are “on time” and meet Event Service Standards.