Dual Senior Event Manager - Franchised

Additional Information: This hotel is owned and operated by an independent franchisee, JW Marriott Indianapolis. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

SENIOR EVENT MANAGER

SUMMARY
Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service
throughout pre-event, event and post event phases of hotel events; primarily handles events of average complexity. Ensures all hotel
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.
 

RESPONSIBILITIES
Operations
 Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows
up with customer post-event.
 Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event). Makes
presence known to customer at all times during this process. Is available to solve problems and/or suggest alternatives to
previous arrangements.
 Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
 Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve
these challenges and/or develop alternative solutions.
 Leads pre-event and post-event meetings for assigned groups.
 Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc.).
 Manages group room blocks and meeting space for assigned groups.
 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 (PPM, Core Deliverables, SOPs, LSOPs, etc.).
 Integrates current trends in event management and event design
Guest Satisfaction
 Sets a positive example for guest relations.
 Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest
problems and complaints.
 Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
 Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service
performance.
 Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
 Participates in the development and implementation of corrective action to address service challenges and focuses on
continuous improvement.
 Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation
of corrective action plans.
 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Human Resources
 Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.
 Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully
perform their job. Ensures associates are cross-trained to support successful daily operations.
 Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when
appropriate.
 Communicates performance expectations in accordance with job descriptions for each position.
 Participates in the associate performance appraisal process, providing feedback as needed.
 Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the
team.
 Actively solicits associate feedback, utilizes and "open door" policy and reviews associate satisfaction results to identify and
address associate problems or concerns. Brings issues to the attention of the department manager and Human Resources as
necessary.
 Participates in associate progressive discipline procedures. Ensures hotel policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and
LSOPs) and supports the Peer Review Process.
 Ensures that regular on-going communication is happening with associates to create awareness of business objectives an