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About the Role

Responsible for preparing all event documentation and coordinating with Sales, property departments, and customers to ensure consistent, high-level service throughout pre-event, event, and post-event phases. This position primarily handles events of average complexity, ensuring seamless turnover from sales to service and back to sales. Identifies opportunities to maximize revenue through up-selling and offering enhancements to create outstanding events.

Responsibilities

Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
Greets customers during the event phase and hands-off to the Event Operations team for execution.
Adheres to all standards, policies, and procedures.
Ensures billing accuracy and conducts bill reviews with clients prior to processing the final bill.
Manages group room blocks and meeting space for average to large-sized assigned groups.
Identifies operational challenges and develops solutions.
Uses judgment to integrate current trends in event management and design.
Acts as liaison between field salesperson and customer throughout the event process.
Participates in customer site inspections and assists with the sales process.
Performs other duties as assigned to meet business needs.
Solicits feedback from property departments to identify areas for improvement.
Delivers excellent customer service 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 verbally and in writing.
Makes presence known to customer at all times during the process.
Oversees customer experiences from file turnover through post-event phase.
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.
Works to continually improve customer service by integrating feedback and judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings.
Interacts with guests to obtain feedback on product quality and service levels.
Ensures hourly employees understand expectations for event activities.
Conducts formal pre- and post-event meetings as required.
Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
Facilitates various meetings as perceived necessary.
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.
Reviews comment cards and guest satisfaction results with employees.
Observes service behaviors of employees and provides feedback.
Assists in the development and implementation of corrective action plans.
Takes initiative to use experience to improve service performance.
Works with property staff and customers to address operational challenges.

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.

Skills

Event management
Sales
Customer service
Communication (verbal and written)
Problem-solving
Revenue maximization
Up-selling
Forecasting
Team leadership
Human resources activities

Experience Level

1-2 years of experience in event management or related professional area
At least 1 year experience in event management or related professional area

Education Level

High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

About the Company

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if you’re happy, our guests will be happy.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott.
Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
In joining JW Marriott, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.