Events Executive

Job Description

• JOB PURPOSE To manage all conferences and events planning operations and to act as a liaison between Banquets, Sales and customer to ensure consistent, high level service throughout hotel events.

• EXECUTIVE RESPONSIBILITIES & EMPOWERMENT To promote consistency by executing events based on Events/Food and Beverage standard operating procedures (P&Ps) and to recognize opportunities to up-sell and suggest enhancements to create outstanding events.

• KEY OPERATIONAL RESPONSIBILITIES Planning

• May work with highly complex or high profile groups when financial impact will be significant.

• Assigns all events turned over to Event Planning team.

• Participate actively in the catering menu development process.

• Lead Conference & Event Management meetings (daily coordination meeting, 10-day review, room block review, etc.) in the absence of the Conference & Events Manager

• 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 in all standards, policies and procedures (Core Deliverables, P&Ps, etc.) for the Conferences & Events team.

• Prepare EOs as per discussion with customers ensuring that all details are recorded to enable smooth execution of the event by the Operations team

• Review all EO’s prepared by direct reports to ensure conference and event details are recorded clearly.

• Reviews staffing levels to ensure that guest service and planning needs are met.

• Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.

• Leads execution of activities to support the Conferences & Events strategy.

• Works with direct reports to review scheduled events and troubleshoot potential challenges/conflicts; communicates these (as necessary) with the appropriate hotel departments.

• Leads discussions to review event complexity and proactively avoid service challenges and failures.

• Ensures the hotel is apprised of all groups that will impact hotel operations. Guest Satisfaction

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.

• Sets service goals for event service supervisors and associates in order to achieve Event Planner satisfaction goals.

• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.

• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.

• 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.

• Attends pre-event meetings as needed to understand group needs.

• Understands the impact Events Planning has on the overall success of an event and manages activities to maximize customer satisfaction.

• 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. Human Resources

• Ensures a departmental orientation program is in place for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations.

• Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when appropriate.

• Administers associate progressive discipline procedures. Ensures hotel policies are applied fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (P&P’s) and supports the Peer Review Process.

• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

• Ensures that regular on-going communication is happening to recognize performance, communicate expectations, and create awareness of business objectives.

• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place. Sales & Revenue Management

• Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for all areas.

• Establishes and maintains an effective up-selling strategy to maximize revenue opportunities during the event phase.

• Participates in customer site inspections and assists with the sales process when necessary.

• Manages revenue and profitability associated with conferencing and events.

• Identifies and communicates revenue and profit opportunities, may be involved in developing catering menus and additional products to sell.

• 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, generate increased revenue and ensure competitive position in the market; negotiates competitive prices and service agreements with vendors.

• 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.

• Attends scheduled projection meetings to anticipate long term planning needs.

• Sets and communicates specific sales goals and develops incentives within company policies to encourage goal attainment for Events Planning.