FLEX OSR Event Manager, In-Market

Event Management Leader

This is a temporary position. The role prefers the leader to reside in the Dallas / Fort Worth area and will support hotels throughout the Dallas / Fort Worth area based on business demands. This role is not tied to a single home work location (i.e. specific property or office), and the leader may be assigned to support other markets in the US and Canada as operational needs arise, and travel could be required. Members of this team will be deployed to temporary assignments of varying durations (based on specific hotel needs). This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.

Prepares all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout the pre-event, event and post-event phases of property events. This position primarily handles events of average complexity. Ensures their property 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.

Candidate Profile

Education and Experience

High school diploma or GED; 2 years experience in the event management or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities

Managing Event Logistics and Operations

Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.

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.

Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.

Manages group room blocks and meeting space for average to large-sized assigned groups.

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 field salesperson and customer throughout the event process (pre-event, event, post-event).

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

Performs other duties as assigned to meet business needs.

Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner's experience.

Ensuring and Providing Exceptional Customer Service

Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

Empowers employees to provide excellent customer service.

Sets a positive example for guest relations.

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 his / her customer experiences from file turnover through the post event phase until turnover back to sales.

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 hourly employees understand expectations and parameters for event activities.

Leading Event Management Teams

Conducts formal pre- and post-event meetings as required to review / communicate group needs and feedback.

Leads formal pre-event and post-event meetings for average to large-sized assigned groups.

Facilitates various meetings as he / she perceives necessary (Banquet Event Order meeting, block review, etc).

Supporting and Coordinating with the Sales and Marketing Function

Assists in the sales process and revenue forecasting for customer groups.

Up-sells products and services throughout the event process.

Forecasts group sleeping rooms and event revenue (catering and audio visual) for his / her groups.

Conducting Human Resources Activities

Reviews comment cards and guest satisfaction results with employees.

Observes service behaviors of employees and provides feedback to individuals and / or managers.

Assists in the development and implementation of corrective action plans.

Takes initiative to use his / her experience to improve service performance according to his / her evaluation of the issue and resolution.

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.