Job Description

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-d 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. . Emphas 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-d 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.

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