**Job Number** 24072260**Job Category** Event Management**Location** Sheraton Surabaya Hotel & Towers, Jalan Embong Malang 25-31, Surabaya, East Java, Indonesia VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Management**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.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.**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.- Marriott International is an equal
