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.
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.