Marriott Careers

Senior Events Manager

Waltham Abbey, United Kingdom
Sales and Marketing

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Mar 13, 2018
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
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.



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




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

event execution.

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, MSA


Guest Satisfaction

Collation of post-event feedback from the customer, ensuing re-entry into the

sales cycle.

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.


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 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



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


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.


Managing Execution


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.

Building Relationships


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

functional area;


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.