Events Manager - Toronto, Canada - Marriott International
Description
Job Number
Job Category Event Management
Location Marriott Downtown at CF Toronto Eaton Centre, 525 Bay Street, Toronto, ONT, Canada VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
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.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; experienced years of experience) in the event management or related professional area.
- 2year 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.
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 handsoff 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 largesized 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 (preevent, event, postevent).
- 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 postevent.
- 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
- Leads formal preevent and postevent meetings for average to largesized 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.
- Upsells 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.
- Marriott International is an equal opportuni
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