PURPOSE OF POSITION:
Responsible for the detailing of designated events and the proper communication of these details to ensure customer satisfaction and hotel profitability are achieved. Help lead the hotel event team. Also responsible for fulfilling the requirements of Crowne Meetings Director as required by the brand.
Updates and manages Delphi with event information and customer communication. Details, organizes, and distributes BEOs, resumes and other essential communications necessary in event management.
Communicates with clients to ensure details for events are accurate and complete on a timely basis. Exercises decision-making skills to ensure customer satisfaction and hotel profitability.
Attend meetings including, but not limited to, BEO, pre-convention, staff and departmental.
Assist in the supervision & training of staff, strategic planning, and other departmental activities.
Oversee the Events Manager to include training, performance management, coaching, etc.
Organize files and other paperwork to ensure proper communication and historical reference.
Acts as liaison between Sales Manager(s) and clients in Sales Managers absence.
Ensure guest satisfaction by timely follow up correspondence.
Timely communication of event details to hotel departments.
Ensure a high level of customer satisfaction.
Promptly answer telephone calls following Crowne Plaza and Marcus standards using clear and positive English communication. Communicate information accurately to disseminate information and facts to relevant accounts and concerned departments.
Attend in-house meetings as required by your position, including Scrub, weekly Sales/Event team meeting and any other meetings deemed necessary to your position.
Organizes, files, distributes, faxes, and other essential functions necessary in the daily department operation.
Listen and extend assistance in order to resolve problems such as price conflicts, menu description, banquet facilities, guarantees and seating charts. Plan and implement detailed steps by using experienced judgement and discretion.
Remain calm and alert especially during emergency and heavy hotel activity.
Pass on incoming information and messages to clients when in-house.
Purchase gifts for clients as directed; deliver packages and faxes.
Banquet Event Orders detail(s) completed in timely manner and containing all needed information to successfully execute the event, including for all in-house meetings.
Assist in budgeting and forecasting all Catering & Banquet business.
Ability to communicate all special needs and changes to the staff responsible for ensuring completion of requirements.
Know the function space and how it works in detail along with appropriate set ups and turn times.
Ensure guest satisfaction by follow up after event with thank you letter and comment card effectively and accurately communicate over the phone and take correct messages
ESSENTIAL FUNCTIONS (continued):
Follow all Marcus Hotels and Resorts policies and procedures, Crowne Plaza Standards, and Information Protection procedures.
Perform all other related duties and special projects as requested and/or assigned.
MANDATORY JOB REQUIREMENTS:
High school diploma or equivalent required, Four-year college degree preferred, however, any combination of education and training within hotel sales and/or event planning may also be considered.
Excellent communication skills, both written and oral.
Good listening skills and extend assistance in order to resolve problems.
Basic mathematical skills that allow for calculation of room blocks, function costs and estimated checks.
Flexibility to work varying schedules to reflect the business needs of the hotel and oversight of events.
Ability to effectively handle guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
Ability to sit, stand and move throughout to perform essential job functions.
Thorough knowledge of Microsoft Word and Excel, knowledge of Crowne Plaza systems including Delphi is preferred.
High degree of accuracy and detail orientation.
Knowledge of food, beverage, Audio Visual, Room Sets and Menu Planning is required.
Strong multiple project management skills.
Promptly respond to requests for information on hotel facilities and menus.
Conduct tours of the hotel to include ballrooms, meeting space, guest rooms, food and beverage outlets and public space and meet with clients as needed.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to access and accurately input information using a moderately complex computer.
Must have excellent telephone etiquette skills.
Must be able to represent the company in a professional, well-groomed and courteous manner.
Attend all catering meetings and attend Food and Beverage and Department Head meetings when necessary.
Beverly Garland's Holiday Inn