Event Manager - Colcord Hotel

Description

DEPARTMENT: Sales

REPORTS TO: Director of Sales

STATUS: Exempt (Salaried)

The Event Manager is 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 all events at the hotel. Ensures their property events have a seamless turnover from sales to the planning phase and on through to group arrival. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. This position requires an energetic, detail-oriented person with a passion for providing 5-star service, a flexible can-do-attitude along with excellent communication skills to ensure customer satisfaction and repeat business.

Responsibilities

Managing Event Logistics and Operations

• Manages group room blocks, including entering reservations and rooming lists into OnQ PMS and manages meeting space and all logistical details within Delphi for all assigned groups.

• Collaborates with Banquet Chef and Event Operations/Banquets team to ensure that events are detailed in line with our hotel’s menu offerings and service style.

• Greets customer during the event phase and hands-off to the Event Operations/Banquets 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.

• 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 Sales Manager and customer throughout the event process (pre-event, event, post-event).

• Participates in customer site inspections on an as-needed basis and assists with the sales process as necessary.

• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.

• Creates and distributes Group resumes to review/communicate group needs.

• Attends and/or facilitates various meetings (Banquet Event Order meeting, block review, etc.).

• Sets a positive example for all team members in the level of guest service provided.

• 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 guest experiences from file turnover through the post event phase.

• 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.

• 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 Banquet team members understand expectations and parameters for event activities.

• Assists in the sales process and revenue forecasting for customer groups.

• Up-sells products and services throughout the event process.

• Forecasts group rooms and event revenue for his/her groups.

• 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.

Education and Experience

• High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area is preferred.

• 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.

Technical Knowledge

• Experience with Microsoft Office Suite (including Outlook) required

• Hilton experience preferred

• OnQ PM experience preferred

• Delphi experience preferred

• Food & Beverage experience a plus

PHYSICAL DEMANDS

While performing the duties of this job, the Event Manager is regularly required to move around the facility and must be able to lift 50 lbs.; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events. Generally, works in an office setting with minimal adverse exposure to environmental hazards.