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.
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
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.
Sales and Revenue Management
Effectively up-sells products and services throughout the event process.
Effectively manages customer budgets to maximize revenue and meet customer needs.
Participates in customer site inspections and assists with the sales process when necessary.
Manages revenue and profitability associated with events.
Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.
Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll administration.
Participates in the management of department's controllable expenses to achieve or exceed budgeted goals.
Understands the impact of department's operation on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.
Performs other duties as assigned to meet business needs.
Guest Scores – Cleanliness scores are at or above goal.
Department Budget – expenses and wages are in line with budget.
Associate Engagement – plans and actions implemented and measured.
Par levels maintained.
Effective sales skills to up-sell products and services
Knowledge of menu planning, food presentation, and banquet and event service operations
Ability to manage guest room and meeting space inventories
Broad understanding of facility management (sanitation, maintenance, operations)
Strong customer development and relationship management skills
Knowledge of overall hotel operations as they affect department
Knowledge of Event Technology products and services
Knowledge of contract management and legalities
Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
Strong communication skills (verbal, listening, writing)
Strong problem-solving skills
Strong customer and associate relation skills
Strong organization skills
Ability to use standard software applications and hotel systems
Effective decision making skills Effective influence skills
Strong presentation and platform skills Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA).
College Degree (minimum 2 year degree) required; Bachelor’s Degree preferred
Similar leadership role required (varies by size and complexity of property)
In the heart of downtown, the newly-renovated Richmond Marriott offers a blend of luxury and Southern charm. Connected via skywalk to the Greater Richmond Convention Center, our hotel in Downtown Richmond offers a prime location that puts you just steps from its historical past. Guests can experience the city's unique ambiance by taking the complimentary shuttle to a number of diverse dining and entertainment venues. The stylish guest rooms feature modern amenities including High-Speed WiFi, flat-screen TVs with premium cable, and our signature Revive® bedding. With over 26,000 sq. ft. of newly-renovated event space, the Richmond Marriott is an ideal location for hosting corporate events, small conferences, and weddings for up to 2,000 guests. Diners love T-Miller’s, the exciting, onsite sports bar, and often follow up with a cocktail in the Liberty Bar at the hotel. With first-class service and thoughtful amenities including a lobby Starbucks coffee shop, this Marriott stands among Richmond hotels.