Catering and Conference Services Manager

4 months ago

Burnaby, Canada Element Vancouver Metrotown Hotel Full time

Catering and Conference Services Manager is an energetic, innovative individual who has a desire to work in a results-driven and fast paced environment. Responsible for booking and managing all meetings and catering events and acts as the on-property liaison for group sales. Prepare all event documentation and coordinate with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events. Ensure their property events have a seamless turnover from sales to service back to sales. Recognize opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

Managing Event Logistics and Operations
- Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
- 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.
- Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
- Manages group room blocks and meeting space for small to medium-sized assigned groups.
- Acts as liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).
- Participates in customer site inspections and assists with the sales process as necessary.
- Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
- Performs other duties as assigned to meet business needs.

Ensuring and Providing Exceptional Customer Service
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Empowers employees to provide excellent customer service.
- Sets a positive example for guest relations.
- Coordinates and communicates event details both verbally and in writing to the customer and property operations.
- Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.
- Follows up with customer post-event.
- Responds to and handles guest problems and complaints.
- Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Interacts with guests to obtain feedback on product quality and service levels.

Leading Event Management Teams
- Conducts formal pre
- and post-event meetings as required to review/communicate group needs and feedback.
- Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
- Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).

Supporting and Coordinating with the Sales and Marketing Function
- Assists in the sales process and revenue forecasting for customer groups.
- Up-sells products and services throughout the event process.
- Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.

**Education and Experience**
- High school diploma or GED; experienced (1 - 2 years of experience) in the event management or related professional area

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- At least 1-year experience in the event management or related professional area required.
- Past Marriott experience an asset
- Experience with CI/TY and/or Lightspeed PMS an asset

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Day shift

Supplemental pay types:

- Tips

**Experience**:

- Hotel: 1 year (required)

Work Location: In person

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