*job number* 24070996
*job category* event management
*location* the westin resort & spa puerto vallarta, paseo de la marina sur #205, puerto vallarta, jalisco, mexico view on map
*schedule* full-time
*located remotely?
* n
*relocation?
* n
*position type* management
*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 i