Marriott Careers

Cluster Senior Event Manager - Central

Leicester Marriott Hotel
Leicester, Leicestershire
Event Management


Job Description

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Posting Date May 16, 2018
Job Number 18001EH4
Job Category Event Management
Location Leicester Marriott Hotel, Leicester, Leicestershire VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JOB SUMMARY

The Cluster Senior Event Manager is responsible for supporting the 8 hotels within the designated cluster set-up, acting as a trainer, mentor and overall support role.

 

The expectations of the role will be to support the hotels when required as directed by the Cluster Director of Sales. Support will comprise of overseeing events teams, leading the execution of activities ensuring that the events team delivers a seamless process from initial enquiry to post event as well as responding to and managing incoming enquiries, from conversion through to seamless transition to operations for event execution and back to sales.  In this role you will also be required to manage the training and mentoring of new and existing associates at both Senior Event Manager and Event Executive level for each property. It is essential to be available when required to work at specific properties for a period of time. Flexibility in travel is a must in this role.

 

The Cluster Senior Event Manager contributes to the financial reporting, analysis and forecast activity and provides excellent customer service through every element of the event or group enquiry, utilizing strong selling skills. Prepares all event documentation and coordinates with all relevant hotel departments and the customer to ensure consistent, high level service through pre –event, during event and post event. Recognizes opportunities to maximize revenue, conversion and drive repeat business. The Cluster Senior Event Manager takes personal responsibility to adhere to sales and event brand standards for enquiry handling, event planning, pre & post-event.

CANDIDATE PROFILE

Experience 

  • Experience and reference from similar sales or event team management role.

Skills and Knowledge

  • Effective leadership and stakeholder management skills

  • Effective sales skills

  • Knowledge of meetings & event management

  • Knowledge of financial reporting, analysis and forecast activity

  • Effective communication (verbal, listening, writing) and negotiation skills

  • Strong customer development and relationship management skills

  • Strong organization skills

  • Knowledge of contract management and legalities

  • Knowledge of menu planning, food presentation and banquet and event service operations

  • Knowledge of event technology products and services

  • Knowledge of current trends in event management and event technology

  • Knowledge of overall hotel operations as they affect department

  • Ability to execute against an agreed event and group strategy

  • Ability to use Microsoft Office software applications and hotel system applications

  • Strong problem-solving skills; encourages new innovative solutions when appropriate

  • Effective influence skills

  • Effective decision making skills

  • Effective training and mentoring skills required

Education or Certification

  • High School Diploma or equivalent required; Bachelor’s Degree preferred

 

CORE WORK ACTIVITIES

  • Manage assigned Events Sales Team(s) as required.

  • Take an active role in the handling of all incoming enquiries.

  • Ownership for the management and conversion of assigned enquiries.

  • Coordination of all customer requirements, including communication and completing verbally and in writing with the customer the details of an event up to handover to operations on the day of event execution.

  • Coordinates with all relevant hotel departments to ensure consistent high level service throughout the event process.

  • Monitoring and optimization of the hotel’s meeting room inventory and collaborates on group room inventory with revenue and sales to achieve hotel’s group and catering budget.

  • Is the ambassador for promoting Meetings Made as our meetings identity and ensuring that the team adhere to brand standards in all areas of Event Management.

  • Expertise in menu planning, food presentation, meeting room set ups, audiovisual and banquet service standards.

  • Correct use of systems process to ensure booking integrity, consistency & accuracy.

  • Generate incremental revenue and deliver excellent guest service.

  • Conducts compelling show rounds to win the business.

  • Proactively resolicits previous customers and event bookers for future opportunities.

  • Correct use of systems and sales process to ensure booking integrity, consistency & accuracy.

  • Implements Event Management strategy that is aligned with the brand’s business strategy and leads its execution.

  • Facilitates regular & ensures ongoing communication is happening in all areas between event planning & event operations (e.g. BEO meetings, pre-event briefings, post event critiques). Attends BEO/Operations meeting to ensure accurate communication of customer needs & objectives.

  • Identifies key drivers of business success and keeps team focused on the critical few to achieve KPI results.

  • Works with direct reports to review scheduled events and troubleshoot potential challenges/conflicts.

  • Collation of post-event critiques from all departments and ensure effective feedback process at the weekly BEO/Operations meeting to improve guest satisfaction.

  • Responsible for implementing new initiatives for the Event Management discipline using Land-It.

Guest Satisfaction

  • Provides excellent customer service.  Ensures all associates involved in and event or booking understand expectations and parameters.

  • Interacts with guests to obtain feedback on product quality and service levels.  Effectively responds to and handles guest problems and complaints.

  • 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, ensuing re-entry into the sales cycle.

  • Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience.

  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

  • Reviewing and analyzing ESS scores, Establish ESS alert process handling according to brand standards. Manage data integrity in Opera S&C and SFAWeb for successful survey sending.

  • Accountable for the customer experience from initial enquiry to the post event phase.

  • Handling customer complaints or objections prior to the day of the event and coordinating with hotel management to resolving complaints after the event.

  • Focus on the customer and find ways to meet, exceed their expectations.

  • Sets expectations and holds events team accountable for desired service behaviors related to product, sales and service delivery. 

  • Works with Event Operations to ensure guest needs are met or exceeded from beginning to end of service experience (e.g. greeting from event services team, food and beverage delivery, fulfillment of special requests, invitation to return).

  • Ensures associates receive on-going training to understand guest expectations.

  • Ensures that a customer recognition program is in effect throughout all event management areas and Marriott Rewarding Events is effectively administered for new enrolments and existing Rewards member recognition.

 

Sales and Revenue Management

  • Delivers a compelling sales experience to drive conversion and repeat business.

  • Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability and event execution.

  • Effectively up sells products and services throughout the event process.

  • Effectively manages customer budgets to maximize revenue and meet customer needs.

  • Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups.

  • Perceive the wider impact of issues on the immediate business environment.

  • Communicate the strategy and direction in the way that generates excitement, enthusiasm and commitment.

  • Drives a total sales focus through all customer interaction.

  • Supports the marketing communications for conference, meetings & events (including weddings & Christmas), including stock levels, proof reading and effective distribution for ROI.

  • Partners with Sales and Revenue Management to communicate sales strategies and goals and ensure implementation at the hotel. 

  • Identifies and communicates revenue and profit opportunities with leadership team.

  • Maintains awareness of competitive offering and market trends.

  • Contribute to hotel forecast requirements.

Human Resources

  • Rota & scheduling and the recording of office hours as required by the business.

  • Lead and contribute to the overall Associate Engagement for the team.

  • Ensures new hires participate in the department induction program and receive the appropriate new hire training to successfully perform their jobs.

  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.  Coaches team by providing specific feedback to improve performance.  Conducts annual performance reviews with direct reports if required.

  • Ensures service (Marriott Brand Standard SOPs including call handling), technical skills (Opera S&C, Opera PMS, Marsha, SFAWeb, Essentials) process and leadership training occurs throughout the department to support successful daily operation in the sales and planning process.

 

Financial Management

  • Works with on property operations team to ensure billing accuracy and total revenue capture – gaining customer sign off on the day according to Brand Standard.

  • Manage the credit checking process to company brand standard to reduce risk on non-payment. Securing pre-payments as required for all event according to LSOP.

  • Manage the events team annual operating budget to achieve or exceed budget expectations.

  • Reviews financial reports and statements to determine how event management is performing against budget.  Supports sales strategy team to determine areas of concern and develops strategies to improve the department’s financial performance.

  • Works with Meetings & Events Operations Manager (C&B Manager) to make recommendations for CAPEX funding of Event Management equipment based on customer feedback.

  • Manages any Incentive Plans for events team.

 

Other

  • Performs other duties as assigned to meet business needs

  • Flexibility in location and travel is essential

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.