Key Responsibilities:
* Coordinate event documentation and collaborate with Sales, property departments, and customers to ensure a seamless experience throughout the event lifecycle.
Candidate Profile:
We are seeking an Event Coordinator with a high school diploma or equivalent and 1-2 years of experience in event management or a related field. Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is required, along with at least 1 year of experience in event management or a related field.
Core Work Activities:
* Manage event logistics and operations by following established procedures, collaborating with colleagues, and ensuring accuracy.
* Greet customers during the event phase and hand off to the Event Operations team for execution.
* Adhere to all standards, policies, and procedures.
* Ensure billing accuracy and conduct bill reviews with clients prior to processing the final bill.
* Manage group room blocks and meeting space for average to large-sized assigned groups.
* Identify operational challenges and determine how to work with property staff and customers to solve them.
* Integrate current trends in event management and design.
* Serve as a liaison between field salespeople and customers throughout the event process.
* Participate in customer site inspections and assist with the sales process as needed.
* Perform other duties as assigned to meet business needs.
Delivering Exceptional Customer Service:
* Provide excellent customer service throughout the customer experience and encourage others to do the same.
* Empower employees to provide excellent customer service.
* Set a positive example for guest relations.
* Coordinate and communicate event details verbally and in writing to customers and property operations.
* Maintain a visible presence during the customer experience.
* Oversee customer experiences from file turnover through the post-event phase.
* Follow up with customers post-event.
* Respond to and resolve guest problems and complaints.
* Use personal judgment and expertise to enhance the customer experience.
* Stay available to solve problems and suggest alternatives.
* Work to improve customer service by integrating feedback and personal judgment into action plans.
* Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
* Interact with guests to obtain feedback on product quality and service levels.
* Ensure hourly employees understand expectations and parameters for event activities.
Leading Event Management Teams:
* Conduct formal pre- and post-event meetings to review group needs and feedback.
* Lead formal pre-event and post-event meetings for average to large-sized assigned groups.
* Facilitate various meetings as necessary (Banquet Event Order meeting, block review, etc).
Supporting and Coordinating with Sales and Marketing:
* Assist in the sales process and revenue forecasting for customer groups.
* Up-sell products and services throughout the event process.
* Forecast group sleeping rooms and event revenue for assigned groups.
Human Resources Activities:
* Review comment cards and guest satisfaction results with employees.
* Observe service behaviors and provide feedback to individuals and managers.
* Assist in developing and implementing corrective action plans.
* Take initiative to improve service performance based on evaluation and resolution.
* Work with property staff and customers to address operational challenges.