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.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of Wonderful Hospitality. Always. by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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.
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