Event Manager

Company: Franklin Marriott Cool Springs
Location: Franklin
Posted on: January 13, 2022

Job Description:

JOB SUMMARY

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 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.

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.

--- Take 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.
Job Requirements
To be considered for this position, you must:

Keywords: Franklin Marriott Cool Springs, Franklin , Event Manager, Executive , Franklin, Tennessee