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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. Recognizes opportunities to maximize revenue through up-selling and offering enhancements.

Responsibilities

• Ensures events progress seamlessly by following established procedures, collaborating with 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 before processing the final bill.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Identifies operational challenges and determines solutions or alternative plans with property staff and customers.
• Uses judgment to integrate current trends in event management and design.
• Acts as a 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 to the customer and property operations.
• Makes presence known to the customer at all times during the process.
• Oversees customer experiences from file turnover through the post-event phase until turnover back to sales.
• Follows up with customers 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 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 perceived necessary (e.g., Banquet Event Order meeting, block review).
• 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 assigned groups.
• 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
• Customer service
• Sales
• Revenue forecasting
• Problem-solving
• Communication (verbal and written)
• Team collaboration
• Upselling

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 International is 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.
• 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. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
• 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

• Marriott International is 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.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.