At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you're someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.
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.
Education and Experience
CORE WORK ACTIVITIES
Managing Event Logistics and Operations
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.
Adheres to all standards, policies, and procedures.
Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
Manages group room blocks and meeting space for average to large-sized assigned groups.
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.
Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event).
Participates in customer site inspections and assists with the sales process as necessary.
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.
Ensuring and Providing Exceptional Customer Service
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Empowers employees to provide excellent customer service.
Sets a positive example for guest relations.
Coordinates and communicates event details both verbally and in writing to the customer and property operations.
Makes presence known to customer at all times during this process.
Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
Follows up with customer post-event.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the customer experience.
Stays available to solve problems and/or suggest alternatives to previous arrangements.
Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Interacts with guests to obtain feedback on product quality and service levels.
Ensures hourly employees understand expectations and parameters for event activities.
Leading Event Management Teams
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.
Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
Supporting and Coordinating with the Sales and Marketing Function
Assists in the sales process and revenue forecasting for customer groups.
Up-sells products and services throughout the event process.
Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
Conducting Human Resources Activities
Reviews comment cards and guest satisfaction results with employees.
Observes service behaviors of employees and provides feedback to individuals and/or managers.
Assists in the development and implementation of corrective action plans.
Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
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.
Adaptability- Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Problem Solving and Decision Making- Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Building and Contributing to Teams- Actively participates as a member of a team to move the team toward the completion of goals.
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 required.
Planning and Organizing
Coworker Relationships- Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Generating Talent and Organizational Capability
Learning and Applying Professional Expertise
Business Acumen- Understands and utilizes business information to manage everyday operations.
Technical Acumen- Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
oEvent Planning- The ability to connect with customers, detail events, upsell products and services, manage multiple customers at a given time, be detailed orientated, understand and have a working knowledge of catering and event management systems.
oEvent Services- Have a working knowledge of standards and procedures for proper meeting room and table set-ups, various meeting room and table configurations and the set-up of staging and dance flooring.
oBasic Computer Skills- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
oMathematical Reasoning- Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
oOral Comprehension- Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
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.