Marriott Event Manager in United Kingdom
Job Number 22005487
Job Category Event Management
Location Sheraton Grand London Park Lane, Piccadilly, London, London, United Kingdom
Brand Sheraton Hotels & Resorts
Position Type Management
Located Remotely? N
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.
The Event Manager is responsible for the group and event enquiries allocated to them, ensuring a seamless process from initial enquiry, booking conversion, though to turnover to Operations, and back to Sales.
Delivers exceptional telephone sales experience and adheres to sales and event brand standards for enquiry handling, event planning, pre and post event.
Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event and post event phases of hotel event
Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.
Previous experience (Minimum 2 years) in a similar role within a hotel environment
Skills and Knowledge
Effective sales skills to up-sell products and services
Knowledge of menu planning, food presentation, and banquet and event service operations
Ability to manage guest room and meeting space inventories
Broad understanding of facility management (sanitation, maintenance, operations)
Strong customer development and relationship management skills
Knowledge of overall hotel operations as they affect department
Knowledge of Event Technology products and services
Knowledge of contract management and legalities
Strong communication skills (verbal, listening, writing)
Strong problem-solving skills
Strong customer and associate relation skills
Strong organization skills
Ability to use standard software applications and hotel systems
Effective decision making skills
Effective influence skills
Strong presentation and platform skills
Knowledge of governmental regulations and safety standards
Balanced Scorecard Results: Supports and conducts activities to drive financial results, guest satisfaction, human capital index and market share.
Event Planning: Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure successful delivery of hotel events of average complexity. Ensures compliance with Marriott Operating Standards to maintain brand integrity.
Guest Satisfaction: Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
Sales & Revenue: Builds the unit’s top line revenue by focusing on the post-contractual sale of products and services. Maximizes revenue by up selling contracted products and identifying additional revenue opportunities based on the event profile. Works hand-in-hand with SEM or DOE and Hotel Sales Leader in obtaining the best possible sales opportunities for the hotel.
Technical Expertise (Learning and Applying Personal Expertise)
The following are specific responsibilities and contributions critical to the successful performance of the position:
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 relevant 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.
Excellent telephone sales skills
Experience to overcome customer objections, to close business
Strong written communication skills
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
Integrates current trends in event management and event design
Cooperation with Exec. Chef on innovative F&B setups according to Marriott Event Stds
Cooperation with C&B Manager on innovative setups according to Marriott Event Stds
Operates hotel systems properly to plan and manage events (Opera S&C, Opera PMS, SFAWeb, Essentials)
Prepares final customer invoice
Marriott International, Incorporated Page 3
Confidential and Proprietary
Prepares deposit invoices
Sets a positive example for guest relations.
Delivers exemplary customer service throughout the sales and event planning phase
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.
Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience.
Reviews ESS survey results with associates. Participates in the development and implementation of corrective action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Sales and Revenue Management
Effectively up sells products and services throughout the event process.
Participates in customer site inspections and assists with the sales process when necessary.
Effectively manages customer budgets to maximize revenue and meet customer needs.
Accurately forecasts group sleeping rooms and event revenue (catering, audio-visual and other revenue) for his/her groups.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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