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.
* 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 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.
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