Responsible for the Event Services Department. Manages and leads event service staff and acts as a liaison between Banquets/Catering, Event Technology, Event Planning, Sales and the customer to ensure consistent, high level service throughout hotel events. Promotes consistency by executing events based on catering/event service/food and beverage Standard Operating Procedures. The position ensures the Red Coat Program (MHR) is in place and adhered to by all Event Service Managers. The position is responsible for achieving guest and associate satisfaction and for assisting in managing the financial performance of the department. In addition, the Director of Event Services recognizes opportunities to up-sell and suggests enhancements to create outstanding events.
JOB FAMILY CORE WORK ACTIVITIES
- Exceeding Customer Expectations – Providing services that are above and beyond for customer satisfaction and retention.
- Demonstrating Leadership – Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Improving Service – Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Achieving/Exceeding Goals – Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
- Developing and Building Teams – Encouraging and building mutual trust, respect, and cooperation among team members.
- Communicating with Supervisors, Peers, or Subordinates – Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Create and Maintain Relationships with Clients – Reach out to clients to help manage the business process, set and meet client expectations and deliver according to the budget.
- Modeling Appropriate Behaviors – Serving as a role model to demonstrate appropriate behaviors.
- Communicating Information Timely – Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Organizing, Planning, and Prioritizing Work – Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Coaching and Developing Others – Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Guiding, Directing, and Motivating Subordinates – Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Improving Profit – Developing means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
- Making Decisions and Solving Problems – Analyzing information and evaluating results to choose the best solution and solve problems.
- Maintaining Balance Between Profit and Service Satisfaction – Estimating cost and benefit ratio, maintaining balance between profit and service satisfaction.
- Meets with Event Managers to review scheduled events and troubleshoot potential problems/conflict.
- Coordinates all projects involving capital resources used by the department.
- Works closely with Director of Catering Operations to ensure successful customer events.
- Ensures leadership is aware of significant groups which may affect hotel operations. Consult s with customers in order to determine objectives and requirements for events such as meetings, conferences, and conventions.
Education and Experience
- High school diploma or GED; 4 years experience in the event management, food and beverage, sales and marketing, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the event management, food and beverage, sales and marketing, or related professional area.
CANDIDATE PROFILE (continued)
Skills and Knowledge
- Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
- Writing – Communicating effectively in writing as appropriate for the needs of the audience.
- Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Basic Computer Skills – Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Operating Procedures – Knowledge of Standard and Local Operating Procedures (SOPs and LSOPs) that apply to job.
- Analytical/Critical Thinking – The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
- Economics and Accounting – Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
- Management of Financial Resources – Determining how money will be spent to get the work done, and accounting for these expenditures.
- Administration and Management – Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Number Facility – The ability to add, subtract, multiply, or divide quickly and correctly.
- Originality – The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
- Applied Business Knowledge – Understanding market dynamics, enterprise level objectives and important aspects of Marriott’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
- Mathematics – Using mathematics to solve problems.
- Personnel and Human Resources – Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.