Manages Event Management functions and events team on a daily basis including the departments of Event Reactive Sales and Event Planning.
The position has overall responsibility for executing all hotel events with a seamless turnover from sales to operations and back to sales while consistently delivering a high level of service.
The Senior Events Manager also ensures the team maximizes revenue opportunities by upselling and accurately forecasting (catering and group rooms) all events.
The position is also responsible for achieving guest and associate satisfaction and for managing the financial performance of the department.
Education and Experience
High school diploma or GED; 2 years experience in the event management or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;
no work experience required.
Previous experience working within an Events and Banquets department is required.
Skills and Knowledge
Strong selling skills and understanding of sales processes; can effectively up sell products and services
Knowledge of menu planning, food presentation, and skilled in banquet and event service operations
Ability to manage guest room and meeting space inventories
Broad understanding of facility management (sanitation, maintenance operations)
Knowledge of overall hotel operations as they affect department
Knowledge of current trends in event management and event technology and ability to integrate into the operation in a timely manner
Knowledge of Event Technology products and services
Knowledge of Opera desirable
Ability to manage and balance group and local business
Knowledge of contract management and legalities
Strong customer development and relationship management skills
Financial management skills e.g., ability to analyze P&L statements, forecasting and capital expenditure planning
Strong communication skills (verbal, listening, writing)
Effective conflict management skills
Strong customer and associate relation skills
Effective coaching and development skills
Strong organization skills
Ability to use standard software applications and hotel systems
Effective decision-making skills
Effective influence skills
Strong problem-solving skills
Strong consensus building skills
Strong analytical skills
Good negotiation skills
Effective change management skills
Strong presentation and platform skills
Good training / facilitator skills
Knowledge of governmental regulations and safety standards
Leads execution of activities to support the Event Management strategy.
Works with direct reports to review scheduled events, event complexity, and proactively avoids potential service challenges and failures.
Ensures all departments are aware of all groups that will impact hotel operations.
Work directly with high profile groups when financial impact will be significant.
Develops working relationships with outside vendors and establishes prices and service agreements to enhance the event experience and to increase additional revenue opportunities for the hotel.
Works with the culinary team regarding the catering menu development process.
Responsible for turned opportunities’ function space and group room blocks. Maintains these inventories to maximize customer satisfaction and revenue opportunities.
Effectively manages customer budgets to maximize revenue and meet customer needs.
Champions all standards, policies and procedures (SOPs, LSOPs, etc.).
Works with Human Resources to ensure compliance with all local, state and federal regulations.
Ensures that regular, ongoing communication is happening in all areas of event operations (Daily and weekly Banquet Event Order meetings, pre-event briefings, monthly event and banquet operations meetings).
Reviews property specific event operations annually and makes appropriate adjustments.
Reviews staffing levels to ensure that guest service and operational needs are met.
Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Communicates vision for service delivery in Event Management to ensure guest is serviced from arrival to departure (e.
g., greeting from banquet operations team, food and beverage delivery, fulfillment of special requests, invitation to return).
Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters.
Ensures associates receive on-going training to understand guest expectations.
Observes service behaviors of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.
Conducts hospitality audits for associates and gives appropriate feedback to improve individual performance skills.
Attends pre-event meetings to understand group needs, set appropriate expectations and gather critical information to communicate to Event Management Team.
Meets with event planners during post-event meetings to obtain feedback on quality of product (e.g., sleeping rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
Reviews ESS surveys to identify areas of improvement; reviews findings with associates to develop appropriate correction action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
Leads the ESS programme at the property. Incorporates ESS in departmental meetings with a focus on continuous improvement.
Acts as the primary event customer advocate within the hotel.
Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation.
Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
Uses all available on the job training tools for associates. Implements and manages training initiatives and conducts training when appropriate.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Conducts hourly associate and manager’s performance appraisals according to Standard Operating Procedures. Develops business goals and creates appropriate development plans.
Assists associates based on their individual strengths, development needs, career aspirations and abilities.
Administers Events Planner incentive program.
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns.
Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention. Brings issues to the attention of Human Resources as necessary.
Manages associate progressive discipline procedures for areas of responsibility. Ensures hotel policies are administered fairly and consistently.
Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
Ensures on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance and produces desired business results.
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.
Maintains an on-going associate recognition program.
Ensures self and direct report managers attend appropriate core training classes.
Ensure associate shifts are rostered & recorded on Kronos workforce management, ensure daily / weekly checks are performed
Ensure the Oracle system is maintained with regards to holidays / sickness and other absences
Ensure sickness / absence is monitored in the department and necessary return to work procedures are carried out.
Ensure appropriate training is delivered to the team i.e H&S, Marriott training & discipline specific.
Ensure cleanliness champion & training champion performs their role as per training & H&S guidelines
Wear appropriate PPE in line with H&S regulations and Company guidelines. Ensure team members are trained in the use of PPE and usage is monitored
Ensures payroll meetings are attended every week with smart critique and particular attention is paid to overtime management.
Sales and Revenue Management
Identifies and communicates revenue and profit opportunities, is involved in developing catering menus and additional products to sell.
Makes sales calls with members of the Sales & Marketing team to acquire new business when applicable.
Stays aware of market trends through active participation in regional / local catering / event management councils, reading industry magazines and trade journals and gathering competitive intelligence.
Introduces new products or services to meet or exceed customer expectations and generate increased revenue, as well as ensures competitive position in the market.
Executes pricing strategy for all areas of Event Management.
Has overall responsibility for the departments’ sales performance against budget. Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed.
Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for all areas.
Oversees the group room and space inventory for all opportunities that have been turned over.
Accountable for long- and short-range event forecasting (catering and event technology).
Participates in weekly sales strategy meeting.
Develops and manages targets for all Event Management departments to meet or exceed budget goals.
Manages department's controllable expenses to achieve or exceed budgeted goals.
Participates in the development of department's capital expenditure goals; manages projects as needed.
Prepares monthly forecast reports and P&L critiques.
Keeps Event Management team focused on the critical components of operations to drive desired financial results.
Understands the impact of department's operation on the overall hotel financial goals; educates staff on details as appropriate.