Event Manager - JW Marriott Grosvenor House London

JOB SUMMARY

 Event Managers should take total responsibility for the successful production of assigned events and in house groups. They should manage the coordination with the sales team, ongoing customer correspondence and then execute a seamless turnover from the event management team to the operation. They should ensure that all hotel events are executed with consistent, high -level service throughout the pre and post event stage , maintaining and strengthening the reputation of Grosvenor House’s event operation. The role involves preparing all event documentation , the coordination of all event details with the appropriate hotel departments and total customer satisfaction. They should recognize opportunities to up -sell to the customer to maximize revenue opportunities . 

CANDIDATE PROFILE 

Experience /Education: 

• Previous experience working in event operations preferred 
• Previous experience working in a sales or events office preferred 
• Good level of English essential. 
• Experience in planning/ coordinating events
• Experience in working in a hotel environment

Skills and Knowledge : 

• Strong communication skills (verbal, listening, writing) 
• Personable, with strong interpersonal skills – the ability to build relationships with various stakeholders and team members across the hotel. 
• Professional demeanour - makes a good first impression and represents the company in alignment with its values. 
• Administrative and computer skills essential
• Highly organized and efficient approach required
• Creative and innovative problem solving and decision -making skills 
• Self -motivated with the ability to act without relying on guidance from others 
• Effective negotiation and influencing skills 
• Effective decision -making skills 
• Ability to multi-task and handle stress. 
• Adaptability, and flexibility 
• Ability to maintain a high level of Integrity 
• Strong business acumen and focus on results. 
• Strong leadership skills. 
• Technical acumen: Event planning, event operational working knowledge of standards and procedures for meeting room set ups, table configurations, staging etc.

SPECIFIC DUTIES 

The following are specific responsibilities and contributions critical to the successful performance of the position: 

• Manages events and coordinates details to ensure high levels of service are achieved to guarantee a successful event. 
• Handles all types of events, which could include a few very complex events, allocated at the discretion of the Director of Event Management. 
• Coordinates and communicates verbally and in writing with the customer and hotel operations teams the details of the event. 
• Ensures that events progress seamlessly by following established procedures, collaborating with other employees /departments, and ensuring accuracy. 
• Greets customer s during the event planning phase and hands -over to the Event Operations team for the execution of details. 
• Ensures the operational team have all the information needed to make sure the customers expectations are met and exceeded. 
• Ensures presence on the evening/day of any event, staying until the end of dinner service/carriages (refer to department LSOP ). 
• Adheres to all standards, policies, and procedures. 
• Effectively manages group room blocks and meeting space for assigned groups. 
• Proactively identifies operational challenges associated with his/her group and works with the hotel associates 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. 
• Participates in customer site inspections and assists with the sales process as necessary. 
• Conducts formal pre - and post -event meetings as required to review/communicate group needs and feedback. 
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill. 
• Promote awareness of brand image internally and externally. 
• Where appropriate, upsell services with the intention of enhancing customer experience and revenue generation.
• Ensuring and Providing Exceptional Customer Service :
• Delivers excellent customer service throughout and encourages the same from other employees.
• Sets a positive example for guest relations.
• Consult with customers in order to determine objectives and requirements for events. Set appropriate expectations and gather critical information to reinforce in communications with hotel departments.
• Makes presence known to the customer through the entire event process. Is available to solve problems and/or suggest alternatives to arrangements to ensure maximum success of the event allocated.
• Oversees his/her customer experiences in the pre and post event stage.
• If necessary, responds to and handles guest problems and complaints.
• Uses personal judgment and technical expertise and experience to enhance the customer experience. Takes a proactive approach.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels. 
• Ensures hourly employees understand expectations and parameters for event activities. 

SAFETY AND SECURITY 

• To promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards etc. 
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests. 
• To maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area. 
• Report accidents, injuries, and unsafe work conditions to manager. 
• Complete safety training and certifications. 
• Employ correct manual handling procedures to avoid injury. 
• Ensure COSHH guidelines are adhered too and relevant PPE is worn where needed. 
• Protect the privacy and security co -workers and guests, maintaining confidentiality of proprietary materials and information. 

OTHER 

• To carry out any other duty/function that may be assigned by Managers or Executive Committee member. 
• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is always worn. 
• Support all co -workers and treat them with dignity and respect. 
• To develop and maintain healthy inter -departmental relationships, support the team to reach common goals. 
• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.