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.