Senior Event Manager - St. Pancras London Autograph Collection

POSITION SUMMARY

As Senior Event Manager at St. Pancras London you will prepare all event documentation and coordinate within the Sales & Events team, wider hotel departments and customer to ensure consistent, high-level service through the pre-event, event day, and post-event phases of hotel events. This position primarily handles complex group and events. Ensures a seamless turnover from sales to service back to sales. Supports and acts on behalf of the Director of Event Management in their absence, supervises the Event Management team on a daily basis offering support and guidance to the Event Coordinator, Executives and Managers.

Extraordinary Operations

• Microsoft Office programmes, Word, Excel, Powerpoint etc.
• Sound financial background
• Profit and loss analysis
• Strong organization and working to deadline skills
• Communication with key stakeholders within the luxury lifestyle market
• Ability to effectively make decisions, problem solve, coach and develop for positive results

Extraordinary Services

• Deliver and support the hotel and brand’s service standards at every moment, including knowledge of the hotel and its history.
• Attend and actively participate in all required training sessions including shift briefings and any other.
• Is a role model for service and hospitality ensuring every guest is satisfied and will return. Obtain feedback and shares accordingly.

Extraordinary People

• Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team, customers and suppliers).

Extraordinary Innovation

• Proactively contribute ideas and shares creative solutions to make St. Pancras London the best possible workplace and destination of choice for our guests.

Human Resources

• Support a departmental orientation program for new starters to receive the appropriate new hiring training to successfully perform their job. ·
• Ensure ambassadors are cross-trained to support successful daily operations. ·
• Use all available on the job training tools for ambassadors; supervises on-going training initiatives and conducts training when appropriate. ·
• Participate and supports managers and supervisors in the performance appraisal process, providing feedback as needed. ·
• Establish and maintain open, collaborative relationships with ambassadors and ensures ambassadors do the same within the team. ·
• Actively solicit ambassador feedback, utilize an "open door" policy and review ambassador satisfaction results to identify and address ambassador problems or concerns.
• Bring issues to the attention of the department manager and Human Resources as necessary.

Finance

• Prepares catering pace each week to compare vs forecast and budget
• Comprehend budgets and operating reports as needed to assist in the financial management of Event Management
• Participate in the management of department's controllable expenses to achieve or exceed budgeted goals
• Comply with all Marriott International policies and procedures, specifically in relation to financial reporting, sign-offs and procedures

You’ll need to know your stuff

• Prepares all event documentation and coordinates with sales, hotel departments, and customer to ensure successful delivery of hotel events of most complexity.
• Ensures compliance with Marriott Operating Standards to maintain brand integrity. ·
• Displays leadership in guest hospitality and ensures consistently high levels of customer service throughout all phases of hotel events. Ensures products and services sold to Event Planners meet or exceed expectations, create loyalty and leads to increased market share. Strives to achieve ‘excellent’ scores in Event Satisfaction Survey (ESS). ·
• 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 to event planners and attendees. Identifies additional revenue opportunities for the hotel based on the event profile.

You’ll be expected to deliver on the following

• Coordinates and communicates event details both verbally and in writing to the customer and hotel operations. Follows-up with customer post-event. ·
• Responds to high value leads
• Manages group room blocks and meeting space of assigned groups. ·
• 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 as necessary. ·
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters. ·
• Observes service behaviours of associates and provides feedback to individuals; continuously strives to improve service performance.
• Reviews Event Satisfaction Survey (ESS) results with associates. Participates in the development and implementation of corrective action plans. ·
• Accurately forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups in SFA, Opera/Marsha. ·
• Accurately inputs completed revenue into Opera, post-event. ·
• Effectively manages customer budgets to maximize revenue and meet customer needs. ·
• Carry out other duties as may be required to ensure the hotel operation is properly maintained to provide total guest satisfaction.
• Follows all hotel and company policies and procedures.
• Perform other duties as assigned to meet business needs set by the Director of Event Management.

Your Key Measures for this role

• GuestVoice & TripAdvisor
• ESS Feedback
• Brand Standard Audit
• BDRC Test Calls

You know you’re doing a great job when

• Achieves a minimum of a P rating in annual performance review ·
• Is being recognised by guests for extraordinary hospitality and product knowledge ·
• ESS scores are improving

PREFERRED QUALIFICATIONS

Education and Experience

• High school diploma or GED
• At least 2 years experience in groups and event management in hotels
• Managerial background in a similar role