Groups & Events Projects Manager

JOB SUMMARY Prepares all event documentation and coordinates with Banquet Operations, hotel departments, and customer to ensure consistent, high level service throughout pre-event, event and post event phases of hotel events; primarily handles events of average complexity. Ensures all hotel events have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events. Ensures compliance with Mandarin Oriental Operating Standards to maintain brand integrity. Event Operations Handles complex events / programs and Key Accounts planning all event aspects to the customer's requirement, coordinating with appropriate departments to ensure a successful execution. 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. Greets customer during the event phase and hands-off to the operations team for the execution of details. Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc). Guest Satisfaction Acts as liaison between hotel and customer throughout the event process (pre-event, event, post-event). Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Makes presence known to customer at all times during this process. Is available to solve problems and / or suggest alternatives to previous arrangements. Follows up with customer post-event. Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events. Ensures products and services sold to Event / Meeting Planners meet or exceed their expectations, create loyalty and leads to increased market share. Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints. Empowers ladies and gentleman to provide excellent customer service. Ensures ladies and gentleman understand expectations and parameters. Sets a positive example for guest relations. Observes service behaviors of associates and provides feedback to individuals; continuously strives toimprove service performance. Conducts pre- and post-event meetings as required to review / communicate customer's needs and feedback. Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event / Meeting Planner's experience. Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans. #J-18808-Ljbffr