Events Manager

Gaylord Hotels; Kissimmee (FL); On-site; USD 65,000 - 83,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Gaylord Hotels in Kissimmee, FL is seeking an experienced Event Manager to coordinate complex on-property events from pre-event to post-event, ensuring seamless turnover from sales to service and maximizing revenue through up-selling and enhancements.

This role oversees logistics, client communications, and collaboration with Sales and property departments, delivering outstanding service and leading event teams to success.

Qualifications

• High school diploma or GED; 1–2 years of experience in event management or related area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in event management or related area required.

Responsibilities

• Manages event logistics and operations to ensure seamless progress and accurate execution.
• Greets customers during events and coordinates with Event Operations for on-site execution.
• Ensures billing accuracy and reviews final bills with clients before processing.
• Manages group room blocks and meeting space for assigned groups; identifies and solves operational challenges.
• Acts as liaison between field sales and customers throughout the event process.
• Leads pre- and post-event meetings for groups; coordinates with sales and marketing functions.

Skills

Event coordination

Customer service

Communication

Attention to detail

Team collaboration

Education

High school diploma or GED

2-year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or related major

Job description

Additional Information Relocation assistance available

Job Number 26130751

Job Category Event Management

Location 6000 W. Osceola Parkway, KISSIMMEE FL 34746, United States VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Pay Range: $65,000-$83,000 annually

Bonus Eligible: Y

Job Summary

Responsible for preparing all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events. This position primarily handles events of average complexity. Ensures their property 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.

CANDIDATE PROFILE

Education And Experience

• High school diploma or GED; experienced (1 – 2 years of 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; at least 1 year experience in the event management or related professional area required.

OR

CORE WORK ACTIVITIES

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 average to large-sized assigned groups.
• Identifies operational challenges associated with his/her group and determines how to best work with the property staff 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.
• 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.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.

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.
• Makes presence known to customer at all times during this process.
• 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.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• 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.
• Ensures hourly employees understand expectations and parameters for event activities.

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.

Conducting Human Resources Activities

• Reviews comment cards and guest satisfaction results with employees.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Assists in the development and implementation of corrective action plans.
• Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.
• Works with the property staff and customers to address operational challenges associated with his/her group.
• Performs other duties as assigned to meet business needs.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Why have less when you can have MORE — all under one roof? Rooted in our expertise and leadership in meetings and experiences, Gaylord Hotels intentionally deliver environments, services and programming that bring people together in an extraordinary way. The heart of our brand are STARs, who are creative, entrepreneurial and dedicated to providing thoughtful, big-hearted service to guests. At Gaylord, we provide STARs with opportunities well beyond that of a traditional hotel—offering you endless career opportunities, the extras, and MORE. In joining Gaylord, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.