Marriott
Senior Groups & Events Manager - London Marriott Hotel County Hall
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Job Summary
The Senior Events & Groups Manager is responsible for incoming enquiries (electronic & telephone); from conversion through to transition to the operations team for event execution and then back to sales. There will be a particular focus on incoming enquiries that are more complex, have higher numbers of pax and that are of a certain revenue value e.g. VIP events & groups, buyouts, large city wides, sporting events, awards dinners, multi-day events etc. The Senior Events & Groups Manager will support by coordinating and distributing the daily and weekly hotel BEO packs and as well as leading BEO meetings - They will be responsible to communicate and provide feedback between the E&G team and operational teams. The Senior Events & Groups Manager will provide help and support to the team through coaching & mentoring, delivering training and by leading by example when it comes to role execution and balance scorecard results. They will assist the Director to energize and drive the team with closing days, demand generation weeks and other sales initiatives.
There will be a focus on driving standards across the team which includes but not limited to; BEOs quality, maintaining & evolving E-proposals, event satisfaction surveys (ESS) results, data tracking (promotions & cross sells) and financials - post masters (PM’s), deposits payments & schedules and monthly hotel credit meetings. The Senior Events & Groups Manager will provide excellent customer service during every element of the event or group enquiry process; taking the initial enquiry, negotiating rates, contracting and pre-event, during event and post-event planning. They will need to be dynamic and have good attention to detail coupled with strong selling, negotiation & organizational skills. Good communication skills are required to coordinate with relevant hotel departments as well as the customer to ensure a seamless and consistent high level of service throughout the sales & event cycle. They will recognize opportunities to maximize revenue through upselling, conversion, and drive repeat business. The Senior Events and Groups Manager takes personal responsibility to adhere to sales and event brand standards for enquiry handling, event planning, pre & post-event.
Experience
- Background in customer service role, sales, event management within a hotel environment preferred.
- 2 years + in an Event & Sales Manager or similar role required.
Skills and Knowledge
- Effective sales skills
- Knowledge of meetings & event management
- Effective communication (verbal, listening, writing) and negotiation skills
- Strong customer development and relationship management skills
- Strong organization skills
- Knowledge of contract management and legalities
- Knowledge of menu planning, food presentation and banquet and event service operations
- Knowledge of event technology products and services
- Knowledge of current trends in event management and event technology
- Knowledge of overall hotel operations as they affect department
- Ability to execute against an agreed event and group strategy
- Ability to use Microsoft Office software applications and hotel system applications
- Strong problem-solving skills; encourages new innovative solutions when appropriate
- Effective influence skills
- Effective decision making skills
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Education or Certification
- High School Diploma or equivalent required; Bachelor’s Degree preferred
Specific Duties
- Ownership for the management and conversion of assigned enquiries
- Coordination of all customer requirements, including communication and completing verbally and in writing with the customer the details of an event up to handover to operations on the day of event execution.
- Expertise in menu planning, food presentation, meeting room set ups, audiovisual and banquet service standards. Cooperate with Banqueting Operation and Kitchen team to develop new F&B concepts according to the Meetings Imagined.com purposes
- Correct use of systems process to ensure booking integrity, consistency & accuracy.
- Sells to a pre-determined event and group strategy
- Works within brand standards & systems processes
- Generate incremental revenue and deliver excellent guest service.
- Effectively manages bedrooms blocks and meeting space inventory for assigned groups
- Conducts compelling show rounds to win the business
- Execution of Meetings Imagined.com, MSA
- Proactively resolicits previous customers and event bookers for future opportunities
Guest Satisfaction
- 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.
- Provides excellent customer service. Ensures all associates involved in an event or booking 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.
- Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Sales and Revenue Management
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- Delivers a compelling sales experience to drive conversion and repeat business
- Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability and event execution
- Effectively up sells products and services throughout the event process.
- Participates in customer site inspections and assists with the sales process when necessary.
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.
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.
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