Event Manager
Job Summary
Responsible for preparing all event documentation and coordinates with Sales, resort departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of events. This position primarily handles events of average complexity with a heavy social focus. Ensures all hotel 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.
Accountabilities
• Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details.
• Follows up with customer post-event.
• Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
• Makes presence known to customer at all times during this process.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
• Identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
• Leads pre-event and post-event meetings for assigned groups.
• Facilitates various meetings as necessary (Banquet Event Order meeting, etc.)
• Manages group room blocks and meeting space for assigned groups.
• 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 (PPM, Core Deliverables, SOPs, LSOPs, etc.).
• Integrates current trends in event management and event design.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to and handles guest problems and complaints.
• Empowers associates to provide excellent customer service.
• Ensures associates understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals.
• Strives to improve service performance.
• Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
• Solicits feedback from the hotel departments to identify areas for improvement to
enhance the Event Planner’s experience.
• Reviews comment cards and guest satisfaction results with associates.
• Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
Requirements
• Post secondary education in Event Planning, Hotel and Restaurant Management, Hospitality, Business
Administration, or related
• Minimum of 2 years experience in event planning or event execution role
• Ability to communicate effectively in writing as appropriate for the needs of the audience.
• Strong attention to details.
• Proficiency in Microsoft Office applications, including Word, Powerpoint, Excel, Outlook
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
• Ability to work a variety of shifts, including days, evenings, weekends & holidays in order to meet the needs of the resort & the clients
JW Marriott The Rosseau Muskoka is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodations at any stage of the hiring process.
JW Marriott The Rosseau Muskoka is committed to building a more diverse workplace and encourages all qualified applicants to apply.
JW Marriott The Rosseau Muskoka in Minett, Ontario, Canada
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