Assistant Manager - Social Events

Assistant Manager - Social Events

Marriott International
Not Specified
Not Specified

Job Description

Job Description :
Posting Date Oct 19, 2021 Job Number 21119582 Job Category Food and Beverage & Culinary Location The Ritz-Carlton Doha, P.O. Box 23400, Doha, Qatar, Qatar VIEW ON MAP Brand The Ritz-Carlton Schedule Full-Time Relocation N Position Type Non-Management Located Remotely N At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton. JOB SUMMARY Responsible for the event execution of large complex group/catering events. Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout the Pre-Event, Event and Post-Event phases of hotel events. Works to develop, build, and maintain long-term relationships in order to achieve personal and team related revenue/profit and customer satisfaction goals. According to hotel need, the Senior Executive Event Manager can focus on all types of accounts or can specialize and focus on specific accounts (i.e. corporate, association, social etc.) Ensures a seamless turnover from sales to service then back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. Supports and acts on behalf of the Director of Event Management or Director of Event Planning and Operations in his/her absence. Serves as the event planner's primary contact (following turnover) on property and is responsible for their experience. SCOPE: This section to be completed ONLY if the position is to be evaluated by Compensation Outline scope measures if the position is to be evaluated by Compensation because it is either a new position OR the job function has changed significantly Scope Measures: Size of Unit (Number of Rooms) Classification of Unit (AAAA - D) Number of Direct Reports Titles of Direct Reports Number of FTEs Annual Projected Revenue, Controllable Expenses and Profit Control or Influence of Budget (Y or N) BUSINESS CONTEXT Describe in bullet format, the operational challenges and business issues that the individual in the position will face now and/or in the future. These challenges could include increasing competition, declining market share, poor financial performance, low associate satisfaction, union activity, property renovation and owner relations. JOB FAMILY CORE WORK ACTIVITIES Create and Maintain Relationships with Clients - Reach out to clients to help manage the event process, set and meet client expectations and deliver a flawless event. Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention. Upselling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions. Demonstrating Knowledge - Demonstrating knowledge of job-relevant issues, products, systems, and processes. Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work. Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time. Supporting Marriott's Service and Relationship Strategy - Planning and contracting the customer's program/event, managing the success of the program/event and measuring service effectiveness. Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems. Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions. Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or email. Generating and Delivering Accurate and Timely Results - Generating and providing accurate and timely results in the form of reports, presentations, etc. JOB SPECIFIC TASKS Coordinates and leads Event Management activity for high profile, high importance customer groups. Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event. Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event). Makes presence known to customer at all times during this process. Is available to solve problems and/or suggest alternatives to previous arrangements. Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales. Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. Leads pre-event and post-event meetings for assigned groups. Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc). Manages group room blocks and meeting space for assigned groups. 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 (PPM, Core Deliverables, SOPs, LSOPs, etc.). Integrates current trends in event management and event design Maintains focus on Event Satisfaction through interactions with Customers and Associate Teams. Sets a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints. Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters. Observes service behaviors of associates and provides feedback to individuals continuously strives to improve service performance. Conducts pre- and post-event meetings as required to review/communicate group needs and feedback. Participates in the development and implementation of corrective action to address service challenges and focuses on continuous improvement. Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans. Emphas guest satisfaction during all departmental meetings and focuses on continuous improvement. Provides support, as needed, for recruiting, hiring, and coaching Associates. Assists as needed in the interviewing and hiring of associate team members with the appropriate skills. Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations. Uses all available on the job training tools for associates. Supervises on-going training initiatives and conducts training when appropriate. Communicates performance expectations in accordance with job descriptions for each position. Participates in the associate performance appraisal process, providing feedback as needed. Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. Actively solicits associate feedback, utilizes and 'open door' policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the department manager and Human Resources as necessary. Participates in associate progressive discipline procedures. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance and produce desired results. Celebrates successes and publicly recognizes the contributions of team members ensures associate recognition is taking place on all shifts. Participates in an on-going associate recognition program. Generates revenue for events through prudent use of selling strategies and presentation of products to best meet the needs of event group. Effectively up-sells products and services throughout the event process. Effectively manages customer budgets to maximize revenue and meet customer needs. Participates in customer site inspections and assists with the sales process when necessary. Manages revenue and profitability associated with events. Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for his/her groups. Maintains focus on profitability of event engagements through appropriate planning and monitoring. Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department. Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll administration. Participates in the management of department's controllable expenses to achieve or exceed budgeted goals. Understands the impact of department's operation on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals. Performs other duties as assigned to meet business needs. CANDIDATE PROFILE Education and Experience High School Diploma or equivalent required Bachelor's Degree preferred Certification in Meeting Planning preferred (CMP) Core Management Competencies Leadership Adaptability, Stress Tolerance, Decision Making, Communication, Gaining Commitment, Impact, Sales Ability/Persuasiveness Managing Work Execution Initiating Action, Work Standards, Planning and Organizing, Aligning Performance for Success, Contributing to Team Success, Administration and Management Building Relationships Building Strategic Working Relationships, Customer and Personal Service, Customer Focus, Building Trust, Valuing Diversity Generating Talent and Organizational Capability NA Learning and Applying Personal Expertise Applied Learning, Technical/Professional Knowledge and Skills, Event Management Operating Procedures, Clerical, Originality, Innovation Basic Skills Job Specific Computer Skills, Number Facility, Oral Comprehension, Reading Comprehension, Writing Personal Characteristics Analytical/Critical Thinking, Attention to Detail, Openness to Experience

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