Senior Events Manager
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Job Number 18000CUD
Job Category Sales and Marketing
Location Waltham Abbey Marriott Hotel, Waltham Abbey, Essex VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Management
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The Senior Event Manager manages the Events Sales Team on a daily basis. The role leads the execution of activities ensuring that the team delivers a seamless process from initial enquiry to post event. Coordinates with all relevant hotel departments to ensure consistent high level service throughout the event process.
Responsible for monitoring the 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 Imagined as our meetings and events identity and ensuring that the team adhere to brand standards in all areas of Event Management
The Senior Event Manager contributes to the financial reporting, analysis and forecast activity.
Education and Experience
Varies by size and complexity of property
Experience and reference from similar role with 2 years’ experience.
Education or Certification
High School Diploma or equivalent required; Bachelor’s Degree preferred
CORE WORK ACTIVITIES
Oversees coordination, communication and completing verbally and in writing
with the customer and Event Coordinator the details of an event up to the day of
Take an active role in the handling of all incoming enquiries
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 all BEO/Operations meeting to ensure
ccurate communication of customer needs & objectives.
Identifies key drivers of business success and keeps team focused on the
critical few to achieve KPI results.
Ensures brand standards & systems processes are implemented and
communicates follow up actions to team as necessary.
Works with direct reports to review scheduled events and troubleshoot potential
Generate incremental revenue and deliver excellent guest service.
Works closely through pre-event & post-event brand standard processes with
Event Operations including Banquets, Event Services and Event Technology to
ensure a successful customer journey is achieved every time.
Collation of post-event critiques from all departments and ensure effective
feedback process at the weekly BEO/Operations meeting to improve guest
Responsible for implementing new initiatives for the Event Management
discipline using Land-It
Execution of Meetings Imagined.com, MSA
Collation of post-event feedback from the customer, ensuing re-entry into the
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
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.
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 in Event
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 according to Standard Operating
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.
Sales and Revenue Management.
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
Maintains awareness of competitive offering and market trends
Contribute to hotel forecast requirements
Works with Sales leader and Cluster support team to conduct professional show
Works with on property operations team to ensure billing accuracy and total
– 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
Manage the events team annual operating budget to achieve or exceed budget
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.
Adaptability - Determines how change impacts self and others; displays
lexibility in adjusting priorities; and communicates both the reasons for change
and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and
ideas to others in a convincing and engaging manner; appropriately interprets
verbal and non-verbal behavior; and models active listening to ensure
Problem Solving and Decision Making – Models and coaches others on
breaking complex issues into manageable parts, identifying and evaluating
alternatives and their implications before making decisions, and involving and
gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and
command respect from others; makes a good first impression and represents
the company in alignment with its values.
Building and Contributing to Teams – Leads and participates as a member of a
team to move the team toward the completion of common goals while fostering
cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes
responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or
others toward the accomplishment goals; proactively takes action and goes beyond what is
Planning and Organizing - Gathers information and resources required to set a plan of action
for self and/or others; prioritizes and arranges work requirements for self and/or others to
accomplish goals and ensure work is completed.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and
confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of
customer needs and actions consistent with the company’s service standards.
Global Mindset – Supports employees and business partners with diverse styles, abilities,
motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement
and enhance business results; and ensures employees are given the opportunity to
contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of team assignments and
Work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and
strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve
performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday
operations and generate innovative solutions to approach team, business, and administrative
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific
Strong selling skills and understanding of sales processes
Experience leading and managing team initiatives
Ability to creatively execute against the strategy and drive results
Knowledge of meetings & event management Marriott Brand Standards & processes
Strong customer development and relationship management skills
Knowledge of contract management and legalities
Understanding of governmental regulations and safety standards e.g. licensing laws
Ability to manage guest room and meeting space inventories
Knowledge of menu planning, food presentation and banquet and event service operations
Knowledge of event technology products and services
Knowledge of overall hotel operations as they affect department
Strong organization skills
Financial and commercial awareness
Ability to use Microsoft Office software applications and hotel system applications
Ability to take constructive action without relying on directions from others
Ability to network and build internal (including hotel to hotel) relationships to
grow the meetings & events business
Effective decision-making skills; can choose a course of action amongst options
involving uncertainty or risk
Strong problem-solving skills; encourages new innovative solutions when appropriate
Strong communication skills (verbal, listening, writing)
Effective influence skills
Excellent negotiation skills
Ability to successfully develop team member utilizing 1-2-1 and annual performance process
Basic Competencies – Fundamental competencies required for accomplishing basic work
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal com- puters, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension Demonstrates ability to listen to and understand information and ideas
presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.