Job Description JOB FUNCTIONS: 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 (EO, 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 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. Sales and 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. Qualifications Hospitality Management Diploma or Degree beneficial Additional Information I