Groups and Events Manager

Job description

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.

 

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.

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.