(GBR-Leicester) Cluster Senior Event Manager - Central

**Job Number** 20026921 **Job Category** Event Management **Location** Leicester Marriott Hotel, Smith Way, Leicester, Leicestershire, United Kingdom VIEW ON MAP **Brand** Corporate **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** **Marriott Hotels** , Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel. **JOB SUMMARY** **JOB SUMMARY** The Cluster Senior Event Manager is responsible for supporting the hotels within the designated cluster set-up, acting as a trainer, mentor and overall support role. The expectations of the role will be to support the hotels when required as directed by the Cluster Director of Sales. Support will comprise of overseeing the events teams, leading the execution of activities and ensuring that the events team delivers a seamless process from initial enquiry to post event as well as responding to and managing incoming enquiries, from conversion through to seamless transition to operations for event execution and back to sales. In this role you will also be required to manage the training and mentoring of new and existing associates at both Senior Event Manager and Event Executive level for each property. It is essential to be available when required to work at specific properties for a period of time. Flexibility in travel is a must in this role. The Cluster Senior Event Manager contributes to the financial reporting, analysis, month end and forecast activity and provides excellent customer service through every element of the event or group enquiry, utilizing strong selling skills. Prepares all event documentation and coordinates with all relevant hotel departments and the customer to ensure consistent, high level service through pre –event, during event and post event. Recognizes opportunities to maximize revenue, conversion and drive repeat business. The Cluster Senior Event Manager takes personal responsibility to adhere to sales and event brand standards for enquiry handling, event planning, pre & post-event. Success in the role will be weighted towards your contribution through the above mentioned to assist the hotels in maximizing revenue by ensuring the exceptional & effective performance of the team throughout the customer journey, enabling achievement of revenue and business KPI’s/ goals **CANDIDATE PROFILE** **Preferred** · A minimum of 2 years of experience selling complex group and catering business, either at a property or in a sales office **Experience** · Experience and reference from similar sales or event team management role. · Training and talent development experience, designing and delivery of effective sales & process training · Strong administrative, organizational and interpersonal skills **Skills andKnowledge** · Effective leadership and stakeholder management skills · Effective sales skills · Knowledge of meetings & event management · Knowledge of financial reporting, analysis and forecast activity · 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 · Effective training and mentoring skills required **Education orCertification** · High School Diploma or equivalent required; Bachelor’s Degree preferred **Leadership Competencies** Attach the Leadership Competencies template that corresponds to the career band for the position. **Specific Duties** + Workswithin the team to create and maintain highly engaged and motivated Salesassociates + Identifies,trains and mentors sales talent, providing a dynamic learning environment andformat conducive to all levels of associates + Managesthe roll out of induction and on-boarding process for new team members and supportsin the implementation of it for new team members + Manageassigned Events Sales Team(s) as required. + Takean active role in the handling of all incoming enquiries. + Ownershipfor the management and conversion of assigned enquiries. + Coordinationof all customer requirements, including communication and completing verballyand in writing with the customer the details of an event up to handover tooperations on the day of event execution. + Coordinateswith all relevant hotel departments to ensure consistent high level servicethroughout the event process. + Monitoringand optimization of the hotel’s meeting room inventory and collaborates ongroup room inventory with revenue and sales to achieve hotel’s group andcatering budget. + Isthe ambassador for promoting Meetings Made as our meetings identity andensuring that the team adhere to brand standards in all areas of EventManagement. + Expertisein menu planning, food presentation, meeting room set ups, audiovisual andbanquet service standards. + Correctuse of systems processes to ensure booking integrity, consistency &accuracy. + Generateincremental revenue and deliver excellent guest service. + Proactivelyresolicits previous customers and event bookers for future opportunities. + Correctuse of systems and sales process to ensure booking integrity, consistency &accuracy. + ImplementsEvent Management strategy that is aligned with the brand’s business strategyand leads its execution. + Facilitatesregular & ensures ongoing communication is happening in all areas betweenevent planning & event operations (e.g. BEO meetings, pre-event briefings,post event critiques). Attends BEO/Operations meeting to ensure accuratecommunication of customer needs & objectives. + Identifieskey drivers of business success and keeps team focused on the critical few toachieve KPI results. + Workswith direct reports to review scheduled events and troubleshoot potentialchallenges/conflicts. + Collationof post-event critiques from all departments and ensure effective feedbackprocess at the weekly BEO/Operations meeting to improve guest satisfaction. + Responsiblefor implementing new initiatives for the Event Management discipline using Land-It. **Guest Satisfaction** + Providesexcellent customer service.Ensures all associatesinvolved in and event or booking understand expectations and parameters. + Interactswith guests to obtain feedback on product quality and service levels.Effectively responds to and handles guestproblems and complaints. + Observesservice behaviors of associates and provides feedback to individuals;continuously strives to improve service performance. + Conductspre- and post-event meetings as required to review/communicate group needs andfeedback, ensuing re-entry into the sales cycle. + Activelysolicits feedback from the hotel departments to identify areas for improvementto enhance the Event Planner’s experience. + Emphasizesguest satisfaction during all departmental meetings and focuses on continuousimprovement. + Reviewingand analyzing ESS scores, Establish ESS alert process handling according tobrand standards. Manage data integrity in Opera S&C and SFAWeb forsuccessful survey sending. + Accountablefor the customer experience from initial enquiry to the post event phase. + Handlingcustomer complaints or objections prior to the day of the event andcoordinating with hotel management to resolving complaints after the event. + Focuson the customer and find ways to meet, exceed their expectations. + Setsexpectations and holds events team accountable for desired service behaviorsrelated to product, sales and service delivery. + Workswith Event Operations to ensure guest needs are met or exceeded from beginningto end of service experience (e.g. greeting from event services team, food andbeverage delivery, fulfillment of special requests, invitation to return). + Ensuresassociates receive on-going training to understand guest expectations. + Ensuresthat a customer recognition program is in effect throughout all eventmanagement areas and Marriott Rewarding Events is effectively administered fornew enrolments and existing Rewards member recognition. **Sales and Revenue Management** + Deliversa compelling sales experience to drive conversion and repeat business. + Providesappropriate feedback to overcome obstacles to selling, including pricing,inventory availability and event execution. + **Effectivelyup sells products and services throughout the event process.** + Effectivelymanages customer budgets to maximize revenue and meet customer needs. + **Accuratelyforecasts group sleeping rooms and event revenue (catering and audio-visual)for his/her groups.** + Perceivethe wider impact of issues on the immediate business environment. + Communicatethe strategy and direction in the way that generates excitement, enthusiasm andcommitment. + Drivesa total sales focus through all customer interaction. + Supportsthe marketing communications for conference, meetings & events (includingweddings & Christmas), including stock levels, proof reading and effectivedistribution for ROI. + Partnerswith Sales and Revenue Management to communicate sales strategies and goals andensure implementation at the hotel. + Identifiesand communicates revenue and profit opportunities with leadership team. + Maintainsawareness of competitive offering and market trends. + Contributeto hotel forecast requirements. **Human Resources** + Rota& scheduling and the recording of office hours as required by the business. + Leadand contribute to the overall Associate Engagement for the team. + Ensuresnew hires participate in the department induction program and receive theappropriate new hire training to successfully perform their jobs. + Setsgoals and expectations for direct reports using the performance review processand holds staff accountable for successful performance.Coaches team by providing specific feedbackto improve performance.Conducts annualperformance reviews with direct reports if required. + Ensuresservice (Marriott Brand Standard SOPs including call handling), technicalskills (Opera S&C, Opera PMS, Marsha, SFAWeb, Essentials) process andleadership training occurs throughout the department to support successfuldaily operation in the sales and planning process. **Financial Management** + Workswith on property operations team to ensure billing accuracy and total revenuecapture – gaining customer sign off on the day according to Brand Standard. + Managethe credit checking process to company brand standard to reduce risk onnon-payment. Securing pre-payments as required for all event according to LSOP. + Managethe events team annual operating budget to achieve or exceed budgetexpectations. + Reviewsfinancial reports and statements to determine how event management is performingagainst budget.Supports sales strategyteam to determine areas of concern and develops strategies to improve thedepartment’s financial performance. + Workswith Meetings & Events Operations Manager (C&B Manager) to makerecommendations for CAPEX funding of Event Management equipment based oncustomer feedback. + Managesany Incentive Plans for events team. **Other** + Performsother duties as assigned to meet business needs + Flexibilityin location and travel is essential _Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws._

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