Position Overview
The Event Manager is responsible for preparing all event documentation and coordinating with Sales department, and Clients to ensure consistent, high level service throughout pre-event, event and post-event phases of venue events. Ensures their venue 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. This position reports to Area Director, Venue & Production Center.
Key Job Responsibilities
Managing Event Logistics and Operations
- Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
- Greets Client 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 venue staff and Client 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 client throughout the event process (pre-event, event, post-event).
- Participates in client site inspections and assists with the sales process as necessary.
- Solicits feedback from the venue partners to identify areas for improvement to enhance the Event Planner’s experience.
Ensuring and Providing Exceptional Customer Service
- Delivers excellent customer service throughout the client 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 client 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 client 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 venue staff and clients to address operational challenges associated with his/her group.
Job Qualifications
- Professional attitude and behavior (teamwork, autonomy, dynamism, interpersonal skills, honesty, versatility, initiative and organization)
- Focused on customer service
- Good interpersonal skills
- Attention to detail and quality
- Judgment, negotiation and decision making skills
- Ethics and integrity
- Creativity and bringing new ideas to service delivery
- Minimum 3 years experience in a similar position in the hotel industry or related field
- Degree in hotel management (an asset)
- Excellent knowledge of the tourism industry, as well as the establishment's products and services
- Knowledge of job-related software (an asset): Word, Excel, Outlook, CI/TY, Social Table, PMS/Marsha
Competencies (by Core Values)
- Communication
- Concern for Quality
- Exceeds Customer Expectations
- Problem Solving
- Teamwork
