Event Operation Manager - Marriott International Inc

JOBSUMMARY

Responsible for preparing all eventdocumentation and coordinates with Sales property departments andcustomer to ensure consistent high level service throughoutpreevent event and postevent phases of property events. Thisposition primarily handles events of average complexity. Ensurestheir property events have a seamless turnover from sales toservice back to sales. Recognizes opportunities to maximize revenueopportunities by upselling and offering enhancements to createoutstanding events.

CANDIDATEPROFILE

Education andExperience

• High schooldiploma or GED; experienced (1 2 years of experience) in the eventmanagement or related professionalarea.

OR

• 2yeardegree from an accredited university in Hotel and RestaurantManagement Hospitality Business Administration or related major; atleast 1 year experience in the event management or relatedprofessional arearequired.

CORE WORKACTIVITIES

Managing Event Logistics andOperations

• Ensures thatevents progress seamlessly by following established procedurescollaborating with other employees and ensuringaccuracy.

• Greets customerduring the event phase and handsoff to the Event Operations teamfor the execution ofdetails.

• Adheres to allstandards policies andprocedures.

• Ensuresbilling accuracy and conducts bill reviews with the clients priorto processing the finalbill.

• Manages group roomblocks and meeting space for average to largesized assignedgroups.

• Identifiesoperational challenges associated with his/her group and determineshow to best work with the property staff and customer to solvethese challenges and/or develop alternativesolutions.

• Uses his/herjudgment to integrate current trends in event management and eventdesign.

• Acts as liaisonbetween field salesperson and customer throughout the event process(preevent eventpostevent).

• Participatesin customer site inspections and assists with the sales process asnecessary.

• Performs otherduties as assigned to meet businessneeds.

• Solicits feedbackfrom the property departments to identify areas for improvement toenhance the Event Plannersexperience.

Ensuring and Providing ExceptionalCustomer Service

• Deliversexcellent customer service throughout the customer experience andencourages the same from otheremployees.

• Empowersemployees to provide excellent customerservice.

• Sets a positiveexample for guestrelations.

• Coordinates andcommunicates event details both verbally and in writing to thecustomer and propertyoperations.

• Makes presenceknown to customer at all times during thisprocess.

• Oversees his/hercustomer experiences from file turnover through the post eventphase until turnover back tosales.

• Follows up withcustomerpostevent.

• Responds to andhandles guest problems andcomplaints.

• Uses personaljudgment and expertise to enhance the customerexperience.

• Staysavailable to solve problems and/or suggest alternatives to previousarrangements.

• Works tocontinually improve customer service by integrating obtainedfeedback and personal judgment into actionplans.

• Emphasizes guestsatisfaction during all departmental meetings and focuses oncontinuousimprovement.

• Interactswith guests to obtain feedback on product quality and servicelevels.

• Ensures hourlyemployees understand expectations and parameters for eventactivities.

Leading Event ManagementTeams

• Conducts formal preand postevent meetings as required to review/communicate groupneeds and feedback.

• Leadsformal preevent and postevent meetings for average to largesizedassignedgroups.

• Facilitatesvarious meetings as he/she perceives necessary (Banquet Event Ordermeeting block review etc).

Supporting and Coordinating with theSales and MarketingFunction

• Assists in thesales process and revenue forecasting for customergroups.

• Upsells productsand services throughout the eventprocess.

• Forecasts groupsleeping rooms and event revenue (catering and audio visual) forhis/her groups.

Conducting Human ResourcesActivities

• Reviews commentcards and guest satisfaction results withemployees.

• Observesservice behaviors of employees and provides feedback to individualsand/or managers.

• Assistsin the development and implementation of corrective actionplans.

• Take initiative touse his/her experience to improve service performance according tohis/her evaluation of the issue andresolution.

• Works with theproperty staff and customers to address operational challengesassociated with his/hergroup.

• Performs otherduties as assigned to meet businessneeds.