Marriott International - Arlington, VA
posted about 2 months ago
The Senior Events Manager is responsible for preparing all event documentation and coordinating with Sales, property departments, and customers to ensure a consistent, high level of service throughout the pre-event, event, and post-event phases of property events. This position primarily handles complex events and ensures a seamless turnover from sales to service and back to sales. The Senior Events Manager recognizes opportunities to maximize revenue by up-selling and offering enhancements to create outstanding events. In the absence of the Director of Event Management or Director of Event Planning and Operations, this role supports and acts on their behalf. The Senior Events Manager serves as the primary contact for event planners on property and is responsible for their overall experience. The role involves executing event operations, which includes solving problems and suggesting alternatives to previous arrangements as necessary. The Senior Events Manager leads pre-event and post-event meetings for assigned groups, identifies operational challenges, and works with property staff and customers to develop solutions. They manage customer budgets to maximize revenue and ensure customer needs are met, overseeing the customer experience from file turnover through the post-event phase until turnover back to sales. Conducting pre- and post-event meetings is essential to review and communicate group needs and feedback, while managing group room blocks and meeting space for assigned groups. In addition to executing event operations, the Senior Events Manager is involved in executing the sales and marketing strategy by up-selling products and services throughout the event process. They participate in customer site inspections and assist with the sales process when necessary, acting as a liaison between the field sales person and the customer throughout the event process. Managing profitability is also a key responsibility, which includes forecasting group sleeping rooms and event revenue, as well as reviewing billing and payments with clients. Providing exceptional customer service is paramount in this role. The Senior Events Manager interacts with guests to obtain feedback on product quality and service levels, handles guest problems and complaints, and maintains a visible presence during the entire event process. They follow up with customers post-event, greet them during the event phase, and hand off to the Event Operations team for the execution of details. Striving to improve service performance and setting a positive example for guest relations are critical aspects of this position. The Senior Events Manager also reviews comment cards and guest satisfaction results with associates and coordinates communication regarding event details with customers, both internal and external.