Kansas City Marriott Downtown
  • - Event Management
  • MO, USA
  • Full Time

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 less complex property events and social catering events. Works with his/her supervisor to ensure their property events have a seamless turnover from sales to service and back to sales. Recognizes opportunities to maximize revenue by up selling and offering enhancements to create outstanding events.

ESSENTIAL FUNCTIONS:

  1. Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
  2. Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.
  3. Adheres to all standards, policies, and procedures.
  4. Work without direct supervision and provide immediate follow-up with appropriate personnel.
  5. Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
  6. Manages group room blocks and meeting space for average to large-sized assigned groups.
  7. 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.
  8. Uses his/her judgment to integrate current trends in event management and event design.
  9. Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
  10. Participates in customer site inspections and assists with the sales process as necessary.
  11. Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner's experience.
  12. Delivers and provides excellent customer service throughout the customer experience and encourages the same from other employees.
  13. Coordinates and communicates event details both verbally and in writing to the customer and property operations.
  14. Makes presence known to customer at all times during this process.
  15. Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
  16. Follows up with customer post-event.
  17. Responds to and handles guest problems and complaints.
  18. Uses personal judgment and expertise to enhance the customer experience.
  19. Stays available to solve problems and/or suggest alternatives to previous arrangements.
  20. Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
  21. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  22. Interacts with guests to obtain feedback on product quality and service levels.
  23. Ensures hourly employees understand expectations and parameters for event activities.
  24. Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
  25. Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
  26. Facilitates various meetings as perceives necessary (Banquet Event Order meeting, block review, etc).
  27. Assists in the sales process and revenue forecasting for customer groups.
  28. Up-sells products and services throughout the event process.
  29. Forecasts group sleeping rooms and event revenue (catering and audio visual) for assigned groups.
  30. Reviews comment cards and guest satisfaction results with employees.
  31. Observes service behaviors of employees and provides feedback to individuals and/or managers.
  32. Assists in the development and implementation of corrective action plans.
  33. Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
  34. Works with the property staff and customers to address operational challenges associated with assigned group.
  35. Performs other duties as assigned to meet business needs.

JOB QUALIFICATIONS:

  1. Bachelor's degree in hospitality management, or related field preferred.
  2. Two to Three years in event management required, previous banquet management strongly preferred.
  3. Previous experience in CI/TY preferred.
  4. Excellent written and verbal communication and interpersonal skills.
  5. Demonstrated ability to coordinate a high level of activity under a variety of conditions and constraints.
  6. Willingness to work on evenings, weekends, and holidays as required and to maintain a flexible schedule.
Kansas City Marriott Downtown
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