Gerente de Eventos Job at Marriott Bonvoy (Sao Paulo)

Job Description

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.

Job Responsibility

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 salesperson 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
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
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)
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
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

Requirements

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

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Gerente de Eventos

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