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.
Managing Event Logistics and Operations
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Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
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Greets Client during the event phase and hands-off to the Event Operations team for the execution of details.
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Adheres to all standards, policies, and procedures.
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Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
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Manages group room blocks and meeting space for average to large-sized assigned groups.
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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.
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Uses his/her judgment to integrate current trends in event management and event design.
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Acts as liaison between field salesperson and client throughout the event process (pre-event, event, post-event).
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Participates in client site inspections and assists with the sales process as necessary.
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Solicits feedback from the venue partners to identify areas for improvement to enhance the Event Planner’s experience.
Ensuring and Providing Exceptional Customer Service
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Delivers excellent customer service throughout the client experience and encourages the same from other employees.
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Empowers employees to provide excellent customer service.
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Sets a positive example for guest relations.
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Coordinates and communicates event details both verbally and in writing to the customer and property operations.
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Makes presence known to client at all times during this process.
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Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
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Follows up with client post-event.
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Responds to and handles guest problems and complaints.
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Uses personal judgment and expertise to enhance the customer experience.
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Stays available to solve problems and/or suggest alternatives to previous arrangements.
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Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
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Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
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Interacts with guests to obtain feedback on product quality and service levels.
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Ensures hourly employees understand expectations and parameters for event activities.
Leading Event Management Teams
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Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
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Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
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Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
Supporting and Coordinating with the Sales and Marketing Function
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Assists in the sales process and revenue forecasting for customer groups.
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Up-sells products and services throughout the event process.
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Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
Conducting Human Resources Activities
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Reviews comment cards and guest satisfaction results with employees.
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Observes service behaviors of employees and provides feedback to individuals and/or managers.
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Assists in the development and implementation of corrective action plans.
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Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
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Works with the venue staff and clients to address operational challenges associated with his/her group.
Job Qualifications
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Professional attitude and behavior (teamwork, autonomy, dynamism, interpersonal skills, honesty, versatility, initiative and organization)
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Focused on customer service
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Good interpersonal skills
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Attention to detail and quality
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Judgment, negotiation and decision making skills
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Ethics and integrity
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Creativity and bringing new ideas to service delivery
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Minimum 3 years experience in a similar position in the hotel industry or related field
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Degree in hotel management (an asset)
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Excellent knowledge of the tourism industry, as well as the establishment's products and services
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Knowledge of job-related software (an asset): Word, Excel, Outlook, CI/TY, Social Table, PMS/Marsha
Competencies (by Core Values)
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Communication
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Concern for Quality
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Exceeds Customer Expectations
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Problem Solving
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Teamwork
