Events Manager - Four Points By Sheraton Bintan, Lagoi Bay

Job Number 23158307

Job Category Event Management

Location Four Points by Sheraton Bintan Lagoi Bay, Jalan Gurindam Duabelas Lot B12 Mix S3, Lagoi Bay, Kecamatan Teluk Sebong, Kabupaten Bintan, Indonesia, Indonesia

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Job Summary

Responsible for preparing all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events. This position primarily handles events of average complexity. Ensures their property 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.

CANDIDATE PROFILE

Education And Experience

• High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in the event management or related professional area required.

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

• Acts as liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Adheres to all standards, policies, and procedures.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
• Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customer to solve these challenges\ and/or develop alternative solutions.
• Uses his/her judgment to integrate current trends in event management and event design.
• Participates in customer site inspections and assists with the sales process as necessary.
• Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
• Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.

Ensuring and Providing Exceptional Customer Service

• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Uses personal judgment and expertise to enhance the customer experience.
• Makes presence known to customer at all times during this process.
• Follows up with customer post-event.
• Ensures hourly employees understand expectations and parameters for event activities.
• Empowers employees to provide excellent customer service.
• Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Responds to and handles guest problems and complaints.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Leading Event Management Teams

• Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
• Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
• Leads formal pre-event and post-event meetings for average to large-sized assigned groups.

Supporting and Coordinating with the Sales and Marketing Function

• Assists in the sales process and revenue forecasting for customer groups.
• Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
• Up-sells products and services throughout the event process.

Conducting Human Resources Activities

• Assists in the development and implementation of corrective action plans.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
• Reviews comment cards and guest satisfaction results with employees.
• Works with the property staff and customers to address operational challenges associated with his/her group.
• Performs other duties as assigned to meet business needs.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.