Event Management - Manager

What you'll do

• Prepare event documentation and coordinate with sales, property departments and customers across pre-event, event and post-event stages
• Ensure events run smoothly by following set procedures, working with colleagues and maintaining accuracy
• Greet customers during the event phase and hand over execution details to the Event Operations team
• Follow all standards, policies and procedures
• Check billing accuracy and review bills with clients before the final bill is processed
• Manage group room blocks and meeting space for medium to large assigned groups
• Identify operational issues for your groups and work with property staff and customers to resolve them or find alternatives
• Apply judgement to bring current event management and design trends into the work
• Act as liaison between the field salesperson and the customer throughout the event process
• Take part in customer site inspections and support the sales process when needed
• Gather feedback from property departments to find improvement areas that enhance the planner experience
• Deliver strong customer service and encourage colleagues to do the same
• Empower employees to provide excellent service and set a positive example for guest relations
• Communicate event details verbally and in writing to customers and property operations
• Stay visible and available to customers throughout the process
• Oversee the customer experience from file turnover through post-event until it returns to sales
• Follow up with customers after the event
• Handle guest problems and complaints
• Use personal judgement and expertise to improve the customer experience
• Remain available to solve problems or suggest alternatives to earlier arrangements
• Continuously improve service by turning feedback and personal judgement into action plans
• Emphasise guest satisfaction in departmental meetings and focus on continuous improvement
• Interact with guests to gather feedback on product quality and service levels
• Make sure hourly employees understand expectations and parameters for event activities
• Run formal pre- and post-event meetings to review and communicate group needs and feedback
• Lead pre- and post-event meetings for medium to large assigned groups
• Facilitate other meetings as needed, such as Banquet Event Order meetings and block reviews
• Assist with the sales process and revenue forecasting for customer groups
• Upsell products and services throughout the event process
• Forecast group