What are the responsibilities and job description for the Event Manager position at White Lodging - The Farm at Brush Creek?
Summary:
Operations
Key Accountabilities
SKILLS
EDUCATION/EXPERIENCE
Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event, and post event phases of hotel events; primarily handles events of average complexity. 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.
Responsibilities
Operations
- 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. Is 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.
- Proactively 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, block review, 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. Effectively 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; continuously strives to improve service performance.
- Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
- Participates in the development and implementation of corrective action to address service challenges and focuses on continuous improvement.
- 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.
- Performs other duties as assigned to meet business needs.
Key Accountabilities
- Guest Scores - Cleanliness scores are at or above goal.
- Department Budget - expenses and wages are in line with budget.
- Associate Engagement - plans and actions implemented and measured.
- Par levels maintained.
Other Information
SKILLS
- Effective sales skills to up-sell products and services
- Knowledge of menu planning, food presentation, and banquet and event service operations
- Ability to manage guest room and meeting space inventories
- Broad understanding of facility management (sanitation, maintenance, operations)
- Strong customer development and relationship management skills
- Knowledge of overall hotel operations as they affect department
- Knowledge of Event Technology products and services
- Knowledge of contract management and legalities
- Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
- Strong communication skills (verbal, listening, writing)
- Strong problem-solving skills
- Strong customer and associate relation skills
- Strong organization skills
- Ability to use standard software applications and hotel systems
- Effective decision making skills
- Effective influence skills
- Strong presentation and platform skills
- Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA).
EDUCATION/EXPERIENCE
- College Degree (minimum 2 year degree) required; Bachelor’s Degree preferred
- Similar leadership role required (varies by size and complexity of property)
Location Code: 9093
