Event Manager - Colcord Hotel

About the position

The Event Manager is 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 all events at the hotel. Ensures their property events have a seamless turnover from sales to the planning phase and on through to group arrival. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. This position requires an energetic, detail-oriented person with a passion for providing 5-star service, a flexible can-do-attitude along with excellent communication skills to ensure customer satisfaction and repeat business.

Responsibilities

• Manages group room blocks, including entering reservations and rooming lists into OnQ PMS and manages meeting space and all logistical details within Delphi for all assigned groups.
• Collaborates with Banquet Chef and Event Operations/Banquets team to ensure that events are detailed in line with our hotel’s menu offerings and service style.
• Greets customer during the event phase and hands-off to the Event Operations/Banquets 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.
• 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 Sales Manager and customer throughout the event process (pre-event, event, post-event).
• Participates in customer site inspections on an as-needed basis and assists with the sales process as necessary.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
• Creates and distributes Group resumes to review/communicate group needs.
• Attends and/or facilitates various meetings (Banquet Event Order meeting, block review, etc.).
• Sets a positive example for all team members in the level of guest service provided.
• 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 guest experiences from file turnover through the post event phase.
• 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 Banquet team members understand expectations and parameters for event activities.
• Assists in the sales process and revenue forecasting for customer groups.
• Up-sells products and services throughout the event process.
• Forecasts group rooms and event revenue for his/her groups.
• Works with the property staff and customers to address operational challenges associated with his/her group.
• Performs other duties as assigned to meet business needs.

Requirements

• High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area is preferred.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in the event management or related professional area required.
• Experience with Microsoft Office Suite (including Outlook) required.
• Hilton experience preferred.
• OnQ PM experience preferred.
• Delphi experience preferred.
• Food & Beverage experience a plus.