Event Manager - JW Marriott Grosvenor House

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training development recognition and most importantly a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment.

Grosvenor HouseLocated on Park Lane in the heart of Mayfair our distinguished 5-star hotel offers exceptional accommodation epicurean delights and sweeping views over Hyde grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomescelebrities royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep the hotel is a stones throw from Bond Street Knightsbridge Regent Street Buckingham Palace V&A Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present and indulge in the inspired service and nourishing surroundings.

We welcome you to join our global and diverse family and are currently recruiting for an Event Manager. Your positive energy and people-pleasing mindset are an important part of why our guests continue to choose us as their hotel of choice. Every day presents a new opportunity to interact with associates from all over the world giving you new inspiration and perspective where training and developing is at the core of everything we do for our people.

What youll do as Event Manager:

You would form part of the extensive Event Management team and will be keenly focused on delivering exceptional experiences for our guests who attend large scale events in a variety of event spaces. The role is key to supporting the Event Managers to ensure all the Hotel events are executed with consistently high-level service throughout the event transaction.

Time management attention to detail and good organisation are key skills as is the ability to connect and build rapport with a diverse range of colleagues and customers. A sense of teamwork self-awareness and cooperation are required to fulfill the role and also help to maintain the very positive working environment.

Rewards and lifestyle benefits:

• An opportunity to be part of an award-winning international brand where we celebrate your unique talent
• Growth opportunities in the largest hospitality brand in the world - national and international transfers for the right candidates within Marriott hotels
• Explore Rate - discounted room rates for you your friends and family in Marriott properties worldwide
• 20% off across food and beverage outlets in Marriott properties worldwide
• Recognition programmes and associate awards to appreciate outstanding talent
• Wellbeing and community engagement activities on and off property
• Bike Scheme and Travel Ticket Loan available for all associates
• 23 days holidays (excluding 8 Bank Holidays)
• Workplace Pension Scheme & Life assurance
• Meals on duty uniform provided and laundered free of charge
• World class training and developmentprogrammes tailored to enhancing your skills and help you grow
• Work alongside talented award winning and experienced hospitality professionals

JOB SUMMARY

Event Managers should take total responsibility for the successful production of assigned events and in house groups. They should manage the coordination with the sales team ongoing customer correspondence and then execute a seamless turnover from the event management team to the operation. They should ensure that all hotel events are executed with consistent high-level service throughout the pre and post event stage maintaining and strengthening the reputation of Grosvenor Houses event operation.

The role involves preparing all event documentation the coordination of all event details with the appropriate hotel departments and total customer satisfaction. They should recognize opportunities to up-sell to the customer to maximize revenue opportunities.

CANDIDATE PROFILE

Education and Experience

• Previous experience working within an Events Department or similar environment preferred
• Able to attend the daily and/or weekly operations meeting to liaise with the various Operational departments.
• Understanding of facility management as it relates to Health and Safety maintenance and operational challenges
• Technical aptitude in Delphi Opera and Marsha
• Familiarity in menu planning food presentation and event service standards
• Ability to manage customer budgets
• Understands the department P & L statements and manages groups accordingly.
• Familiarity and knowledge of all departments within the hotel
• Effective communications at all levels across the hotel
• Presents ideas expectations and information in a concise well-organized manner by deadlines set
• Manages conflict situations effectively
• Understanding of audio visual equipment available and services offered
• Manages time well
• Operational knowledge - understands operational challenges
• Strong familiarity in designing up selling and executing outstanding catered events of various sizes and complexity
• Knowledge of and experience in providing world class customer service to local and group clients
• Knowledge of and ability to integrate current trends in Group & Event Management
• Understands the hotel revenue strategy

CORE WORK ACTIVITIES

Managing Event Logistics and Operations

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Manages events and coordinates details to ensure high levels of service are achieved to guarantee a successful event.
• Handles all types of events which could include a few very complex events allocated at the discretion of the Director of Event Management.
• Coordinates and communicates verbally and in writing with the customer and hotel operations teams the details of the event.
• Ensures that events progress seamlessly by following established procedures collaborating with other employees/departments and ensuring accuracy.
• Greets customers during the event planning phase and hands-over to the Event Operations team for the execution of details.
• Ensures the operational team have all the information needed to make sure the customers expectations are met and exceeded.
• Ensures presence on the evening/day of any event staying until the end of dinner service/carriages (refer to department LSOP).
• Adheres to all standards policies and procedures.
• Effectively manages group room blocks and meeting space for assigned groups.
• Proactively identifies operational challenges associated with his/her group and works with the hotel associates and customer to solve these challenges and/or develop alternative solutions.
• Uses his/her judgment to integrate current trends in event management and event design.
• Participates in customer site inspections and assists with the sales process as necessary.
• Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Promote awareness of brand image internally and externally.
• Where appropriate upsell services with the intention of enhancing customer experience and revenue generation.

Ensuring and Providing Exceptional Customer Service:

• Delivers excellent customer service throughout and encourages the same from other employees.
• Sets a positive example for guest relations.
• Consult with customers in order to determine objectives and requirements for events. Set appropriate expectations and gather critical information to reinforce in communications with hotel departments.
• Makes presence known to the customer through the entire event process. Is available to solve problems and/or suggest alternatives to arrangements to ensure maximum success of the event allocated.
• Oversees his/her customer experiences in the pre and post event stage.
• If necessary responds to and handles guest problems and complaints.
• Uses personal judgment and technical expertise and experience to enhance the customer experience. Takes a proactive approach.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.
• To carry out any other duty/function that may be assigned by Managers or Executive Committee member.
• To maintain a high standard of grooming hygiene and uniform standards ensuring that your name badge is always worn.
• Support all co-workers and treat them with dignity and respect.
• To develop and maintain healthy inter-departmental relationships support the team to reach common goals.
• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.