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 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.