Event Experience Lead | Upsell & Guest Service

Sheraton Hotels & Resorts; Georgetown (TX); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Bonus Eligible

Job summary

Sheraton Hotels & Resorts in Georgetown, TX is seeking an Event Manager to coordinate all phases of property events, from pre-event to post-event turnover. You will work with Sales and property departments to ensure seamless service and maximize revenue through up-selling and enhancements.

The role emphasizes liaison between sales and operations, exceptional customer care, and strict adherence to standards.

Qualifications

• High school diploma or GED; 2 years’ experience in the event management or related professional area.
• 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Greets customer during the event phase and hands off to Event Operations for the execution of details.
• Acts as the liaison between field sales person and customer throughout the event process (pre-event, event, and post-event).
• Verifies hourly associates understand expectations and parameters for event activities.
• Adheres to all standards, policies, and procedures.
• Verifies billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Participates in customer meetings for assigned groups with guidance from his/her supervisor.
• Monitors group room blocks and meeting space of small assigned groups.
• Encourages associates 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 under the guidance of his/her supervisor.
• Makes presence known to customer at all times during this process.
• Works with his/her supervisor to oversee the customer experience 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.
• Participates in various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).
• Alerts his/her supervisor to operational challenges associated with his/her group and works with his/her supervisor determines how to best solve these challenges.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Reviews comment cards and guest satisfaction results with associates.
• Interacts with guests to obtain feedback on product quality and service levels.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner's experience.
• Participates in pre- and post- event meetings as required to review and communicate group needs and feedback.
• Works with the property staff and customers to address operational challenges associated with his/her group.
• Participates in activities to improve service performance using his/her evaluation of the issue and resolution.

Education

High school diploma or GED; 2 years’ experience in the event management or related professional area

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

Job description

Sheraton Hotels & Resorts in Georgetown, TX is seeking an Event Manager to coordinate all phases of property events, from pre-event to post-event turnover. You will work with Sales and property departments to ensure seamless service and maximize revenue through up-selling and enhancements.

The role emphasizes liaison between sales and operations, exceptional customer care, and strict adherence to standards.