Events Manager

Responsible for preparing all event documentation and coordinating with Sales, property departments, and customers to ensure consistent, high-level service throughout the pre-event, event, and post-event phases. Primarily manages events of average complexity, ensuring seamless turnover from sales to service and back. Identifies and maximizes revenue opportunities through up-selling and enhancements to create outstanding events.

Candidate Profile:

Education and Experience:

• High school diploma or GED; 12 years of experience in event management or a related professional area,
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with at least 1 year of event management experience.

Core Work Activities:

Managing Event Logistics and Operations

• Ensure smooth event progress by following procedures, collaborating with employees, and maintaining accuracy.
• Greet customers during the event and transition responsibilities to the Event Operations team.
• Adhere to company standards, policies, and procedures.
• Manage billing accuracy and conduct pre-final bill reviews with clients.
• Oversee group room blocks and meeting spaces for assigned groups.
• Identify and resolve operational challenges by working with property staff and customers.
• Integrate current trends in event management and event design.
• Serve as liaison between field salespersons and customers during all event phases.
• Participate in customer site inspections and assist with the sales process as needed.
• Solicit feedback from departments to enhance the event planning experience.

Ensuring and Providing Exceptional Customer Service

• Deliver excellent customer service and encourage the same across teams.
• Empower employees to uphold high service standards.
• Set a positive example in guest relations.
• Coordinate and communicate event details effectively to customers and property operations.
• Maintain visible presence with customers throughout the event process.
• Follow up post-event to address concerns and collect feedback.
• Handle guest problems and complaints professionally and promptly.
• Use personal judgment to improve customer experiences continually.
• Emphasize guest satisfaction and continuous improvement in departmental meetings.
• Ensure employees understand event activity expectations and parameters.

Leading Event Management Teams

• Conduct formal pre- and post-event meetings to review group needs and feedback.
• Facilitate necessary meetings such as Banquet Event Order and block reviews.

Supporting and Coordinating with Sales and Marketing

• Assist in the sales process and revenue forecasting for customer groups.
• Actively up-sell products and services throughout the event lifecycle.
• Forecast group sleeping rooms and event revenue (catering, audio-visual) accurately.

Conducting Human Resources Activities

• Review comment cards and guest satisfaction results with employees.
• Observe and provide feedback on employee service behaviors.
• Assist with corrective action plans and improve service performance.
• Address operational challenges related to assigned groups in collaboration with staff and customers.

Additional Responsibilities:

• Perform other duties as assigned to meet business needs.