Director of Event Management

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.

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-sized 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.

• 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 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-sized assigned groups.

• Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).