The Event Experience Manager oversees the execution of all aspects of events, from planning and day-to-day coordination to exit strategies. This role serves as a liaison between clients and operational departments, ensuring on-site delivery of hotel products and services meets conference group plans. The manager coordinates event details, resolves issues, and maintains program knowledge through planning meetings and reviews. The position focuses on delivering excellent customer service and enhancing the client experience throughout the event lifecycle.

Responsibilities

Manages the execution of all aspects of events to include planning, day to day coordination and exit strategies.
Serves as meeting planning advocate and liaison to all operational departments.
Assists with coordination of all convention group plans and catering needs with all required operational departments.
Verifies on-site delivery of hotel products and services according to conference group plans resulting in a positive meeting experience.
Utilizes software for generation of necessary program documents to include but not limited to pass on reports, Banquet Event Orders (BEO’s), post-convention report and change logs.
Advises client on current status of events and functions, including items pending and action items. Coordinates any changes necessary.
Maintains program knowledge by attending planning meetings, conference calls, reviewing group resumes and banquet event orders (BEO’s) prior to group arrival.
Partners with Conference planning team to verify issues are identified and resolved.
Attends planning visits, welcome receptions, tie-down meetings, any internal meetings related to security, parking or production.
Resolves potential meeting or room set issues proactively.
Utilizes available resources to meet client requests or resolve client issues.
Verifies that room requirements such as lighting, temperature, AV equipment, and room set meet client expectations.
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Coordinates and communicates event details both verbally and in writing to the client and property operations.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the client 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.

Requirements

High school diploma or GED; 3 years in the event management or related professional area.
Bachelor’s degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 1 year of experience in the event management or related professional area required.