Events Manager

JOB SUMMARY

Responsible for preparing all event documentation and coordinates with Sales,
property departments and customer to ensure consistent, high level service
throughout pre-event, event and post-event phases of property events.
This position primarily handles events of average complexity. Ensures their
property events have a seamless turnover from sales to service back to sales.
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.

OR

• 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 employees,
and 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.

• 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.

• 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.

•
Ensures hourly employees understand expectations and parameters for event
activities.

Leading Event Management Teams

• 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 and Marketing 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.