Job Description
Summary:
Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event, and post event phases of hotel events; primarily handles events of average complexity. Ensures all hotel 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.
Responsibilities
Operations
•Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
•Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event). Makes presence known to customer at all times during this process. Is available to solve problems and/or suggest alternatives to previous arrangements.
•Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
•Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
•Leads pre-event and post-event meetings for assigned groups.
•Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc).
•Manages group room blocks and meeting space for assigned groups.
•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 (PPM, Core Deliverables, SOPs, LSOPs, etc.).
•Integrates current trends in event management and event design Guest Satisfaction
•Sets a positive example for guest relations.
•Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
•Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
•Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
•Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
•Participates in the development and implementation of corrective action to address service challenges and focuses on continuous improvement.
•Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
•Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
•Performs other duties as assigned to meet business needs.Key Accountabilities
•Guest Scores - Cleanliness scores are at or above goal.
•Department Budget - expenses and wages are in line with budget.
•Associate Engagement - plans and actions implemented and measured.
•Par levels maintained.
Other Information
SKILLS
•Effective sales skills to up-sell products and services
•Knowledge of menu planning, food presentation, and banquet and event service operations
•Ability to manage guest room and meeting space inventories
•Broad understanding of facility management (sanitation, maintenance, operations)
•Strong customer development and relationship management skills
•Knowledge of overall hotel operations as they affect department
•Knowledge of Event Technology products and services
•Knowledge of contract management and legalities
•Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
•Strong communication skills (verbal, listening, writing)
•Strong problem-solving skills
•Strong customer and associate relation skills
•Strong organization skills
•Ability to use standard software applications and hotel systems
•Effective decision making skills
•Effective influence skills
•Strong presentation and platform skills
•Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA).
EDUCATION/EXPERIENCE
•College Degree (minimum 2 year degree) required; Bachelor's Degree preferred
•Similar leadership role required (varies by size and complexity of property)
Location Code: 9090
Job Tags
Contract work,