Job Overview


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 with less 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. Be able to supervise and train Event Assistants.

DUTIES & RESPONSIBILITIES


Managing Event Logistics and Operations

• Ensures that events progress seamlessly by following established procedures, collaborating with other associates, 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 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.
• Acts as liaison between field sales person 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 for Property Events

• Delivers excellent customer service throughout the customer experience and encourages the same from other associates.
• Empowers associates 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 associates 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 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

• Up-sells products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
• Assist Event Manager to handle average and complicated events/groups.

Conducting Human Resources Activities

• Reviews comment cards and guest satisfaction results with associates.
• Observes service behaviors of associates 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.

OTHERS

• Performs other duties as assigned to meet the business need.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.